3+ years in customer success, account management, or delivery roles with enterprise or public sector customers.
Proven ability to manage complex relationships where churn is not an option.
Strategic thinker with a proactive, hands-on approach to customer engagement.
Experience in tracking account health outcomes like renewal risk and adoption.
Strong analytical skills to leverage data for actionable insights.
Willingness to travel 20-30% for in-person client interactions.
Responsibilities
Own the relationship as the primary contact for large accounts using PromisePay services.
Drive adoption by monitoring usage and addressing engagement issues proactively.
Identify and flag expansion opportunities within accounts for additional services.
Manage the transition of accounts from Sales to Implementation and back.
Collect and prioritize product feedback from customers for the Product team.
Proactively track account health to mitigate renewal risks early.
Conduct regular business reviews with stakeholders, ensuring preparedness and follow-up.
Benefits
100% paid health coverage.
Flexible time off and sick leave.
Lunch, snacks, and coffee provided in the office.
Company retreats to foster team bonding.
Hybrid work model with a focus on in-person collaboration.
Full Job Description
About the Role
You will be the person who knows what is actually happening with our accounts: where adoption is strong, where it is stalling, where the political winds are shifting, and where there is room to expand and upsell.
You will work directly with senior stakeholders inside utility companies, and municipal agencies, alongside our internal Product, Sales, Outreach, and Implementation teams. Your job is to make sure our customers get real value from Promise, and to make sure Promise never misses a signal that could turn into churn risk or expansion opportunity.
What you'll do
Own the relationship. Be the primary point of contact for a portfolio of large accounts, focusing specifically on those accounts utilizing Promise's PromisePay services. Know the people, the politics, and the pressures inside each agency better than anyone else at Promise. Directly manage requests from our clients, efficiently providing responses and solutions to their inquiries - no question or request is too big or too small for you to manage.
Drive adoption. Monitor usage and engagement across your accounts. Identify where adoption is lagging and build the plan to fix it before it becomes a renewal problem.
Spot and drive expansion. Flag opportunities where an account is ready for a larger footprint and more Promise services, whether that's more programs, more departments, or a broader contract. Build the business case and hand it to Sales to close, then stay in the room as the customer's advocate.
Manage the handoff, both ways. Take over account relationships from the Sales team as implementation happens and stabilizes. When an account expands into new commercial territory, new pricing, or a new deployment, partner with the Implementation team for that phase and pick it back up once things are live again.
Close the loop with Product. Collect and prioritize product feedback from customers and route it back to the Product team with context, not just a list of complaints. Help Product understand why something matters to a customer and what problem it would solve, not just what the feature request was.
Manage renewal risk. Proactively track account health and get ahead of risk signals. If something is not working, say so internally, early, and clearly. Recruit help so that we can intervene and fix things.
Represent Promise in the room. Run regular business reviews with customer stakeholders. Come prepared. Never walk in cold. Take notes and report out with clear tasks and timelines.
Feed the institutional knowledge base. What you learn in the field belongs to the whole company. Document it and share it so the next person does not have to relearn it.
What will help you succeed
3+ years in customer success, account management, or delivery roles serving enterprise or public sector customers - utilities, state or municipal agencies, health and human services, or similarly regulated buyers. You have owned relationships where the customer could not simply churn quietly, and where a bad quarter shows up in a public meeting.
Strategic and Proactive Hands-on Approach. You develop strong relationships. You spot trends and issues before the client does and take action, as needed, to remedy them. You know the difference between a customer who is actively using the product/service vs. one that hasn't fully embraced the solution and you know how to move them towards fully embracing our products and services. You are known as the best customer success representative that they work with.
You track the context of the client. You can read where a decision really sits and who has to say yes before anything moves. You staff the utility decision maker appropriately, helping them move to contact renewals and upsells. You understand what is important to them and you put that information in front of them.
Experience owning account health outcomes - renewal risk, adoption, or expansion - for a portfolio of large, complex customers.
You use data to make an argument, not to fill a slide. You can pull adoption and throughput numbers, figure out what is actually driving them, and turn that into a specific plan with a named owner and a date.
Willingness to travel up to 20-30% to be on site with customers. Some of the most important conversations in this role happen in-person.
Who Thrives at Promise
You'll love it here if:
You are energized by big, complex challenges and the opportunity to solve them.
You want your work to have a real, measurable impact on people's lives.
You take ownership and run toward problems, not away from them.
You value clear, candid, and constructive communication.
Promise is not for you if:
You prefer hierarchy and rigid structures. We operate with freedom and responsibility.
You are uncomfortable with change. We move fast, adapt often, and expect agility.
You want a typical corporate culture. We are mission-driven, ambitious, and direct.
You believe efficiency means "doing less." We believe efficiency means doing better.
How We Enable Our People
100% paid health coverage
Flexible time off (take what you need) and sick leave
Lunch, snacks, and coffee provided in office
Company retreats
Hybrid work: we deeply value in-person collaboration and are in-office or onsite at least 4 days a week
About Promise
Promise is a pharmaceutical company that focuses on developing and commercializing innovative medicines to address unmet medical needs. The company's pipeline includes treatments for a range of diseases, including cancer, autoimmune disorders, and infectious diseases. Promise is committed to improving patient outcomes and enhancing the quality of life for people around the world. The company is headquartered in Jersey City, New Jersey.
