Customer Success Manager - MissouriDepartment: Customer Experience
Employment Type: Full Time
Location: Remote - USA
Reporting To: Enterprise Customer Success Manager
Compensation: $90,000 - $100,000 / year
DescriptionLocation: Missouri (must reside in-state) | Hybrid, remote with regular on-site travel
About the RoleThe
Customer Success Manager (CSM) plays a critical role in supporting enterprise customer success at the provider and site level. Reporting directly to the Enterprise CSM, this role delivers hands-on support to drive product adoption, user satisfaction, and successful outcomes across all sites within enterprise accounts.
The CSM provides full-stack support in close geographic proximity to the assigned enterprise account and partners closely with the Enterprise CSM to ensure alignment with enterprise-wide goals and success metrics.
Key ResponsibilitiesCustomer Implementation, Support, & Training
- Serve as the primary point of contact for assigned accounts, coordinating software, hardware, and service support in partnership with the Tech Support team.
- Manage customer relationships at multiple levels, including executive sponsors, program sponsors, department leads, and end user staff.
- Lead and manage implementations, including:
- Project management, cross-functional coordination, and communication
- Platform configuration
- Quality assurance (QA)
- Go-live achievement
- Deliver end-user training, both virtual and in-person, to drive adoption and effective use of products.
- Provide end-user technical support, ensuring timely resolution of issues.
- Conduct end-user office hours (on-site and/or virtual) to address questions, provide best practices, and improve the customer experience.
- Provide basic on-site hardware troubleshooting as needed, escalating unresolved issues to Tech Support.
- Ensure customer success outcomes including adoption, health, satisfaction, and measurable ROI.
- Travel within Missouri, up to 50% of the time depending on active go-lives and onboarding cycles (typically around twice per month).
Relationship Management
- Build trusted relationships with provider and site-level stakeholders within assigned enterprise accounts.
- Support provider and site-level communications in close coordination with the Enterprise CSM.
- Participate in QBRs as needed for significant providers within enterprise accounts.
- Collaborate with the Enterprise CSM to escalate issues, align on goals, and ensure consistent execution of enterprise-level initiatives.
Product & Program Support
- Gather and document product feedback and development needs from providers and end users.
- Partner with the product team and Enterprise CSM to represent provider-level needs in product development discussions.
- Support the achievement of site-level go-live milestones and adoption targets.
Key Performance Indicators (KPIs)
- Product adoption and usage at provider and site level
- Net Promoter Score (NPS)
- Go-live date achievement for assigned sites
- Customer Health Score
- Customer Satisfaction (CSAT)
Skills, Knowledge and Experience- 3-5 years of experience in customer success, account management, training, implementation, or related customer-facing role.
- Strong communication skills with the ability to engage confidently with key stakeholders and end users.
- Experience delivering end-user training (virtual and/or in-person) and creating training resources.
- Technical aptitude, with the ability to troubleshoot issues and collaborate effectively with technical teams.
- Project management skills with the ability to support multiple site-level initiatives concurrently.
- Ability to travel within geographic proximity to Missouri enterprise accounts as needed. Up to 50% of the time depending on active go-lives and onboarding cycles (typically around twice per month), is required for this role.
- Healthcare industry experience preferred, particularly working with providers or healthcare technology solutions.
BenefitsAt Impruvon, we know our people are our greatest asset. We provide a benefits package designed to support your well-being and growth, including:
- Competitive compensation aligned with experience
- 100% company-paid medical coverage (base plan)
- Dental & vision available
- 401(k)
- Company-paid life, AD&D, STD & LTD insurance
- Lifestyle Spending Account (wellness, personal use, and company swag)
- Flexible PTO + company holidays
- Flexible, remote-friendly work environment
- Mission-driven work with real impact on vulnerable populations
- Opportunity to own and grow a critical function within the company
