[Hiring] Enterprise Customer Success Manager @PatientIQ

Role Description

The opportunity involves helping clients get the most out of the PatientIQ product, network, and services. The CSM serves as the main point of contact post-implementation, driving value by helping clients improve data collection and workflow and use the data collected to achieve their goals.

In addition to owning post-implementation customer success and retention across a portfolio of accounts, the CSM serves as a strategic customer advocate, partnering cross-functionally with product and development teams at PatientIQ to share customer feedback and insights that inform ongoing platform improvements.

What you'll do

• Build and maintain long-term relationships with key customer executives, product owners, and others within a geographic territory.
• Coordinate, develop, and deliver quarterly business reviews to customers to show progress, value, and growth potential.
• Maintain a positive geographic territory net revenue retention.
• Act as the SME on the PatientIQ platform and help customers leverage our internally developed resources, best practices, and processes to achieve their goals.
• Work cross-functionally with the implementations team, as well as product and engineering teams to continuously provide feedback on customer needs to inform the future product roadmap and development strategy.
• Maintain and regularly update the PatientIQ product documentation and internal wikis.
• Support PatientIQ sales operations and help identify areas where we can grow our offerings and solve new customer problems.
• Support and facilitate customer renewals, amendments, and new product opportunities in coordination with the sales team.

Qualifications

• Bachelor’s Degree or MBA in a related field.
• 6+ years in account management, customer success management role.
• At least 3+ years of experience in healthcare, health-tech, or experience working in the medical industry.
• Excellent organizational and communication skills and the ability to handle multiple projects simultaneously.
• Ability to prioritize tasks, regularly communicate progress, and meet established deadlines.
• Must have a solid technical aptitude for email, calendaring, and working with shared documents.
• Collaborative mindset to effectively work across internal teams across PatientIQ.
• Ability to travel at least 25% annually.
• Proficient in all Microsoft Office Suite products (Word, Excel, PowerPoint).

Nice to have

• Experience with a CRM and other tools for tracking customer communication, knowledge management, and support tickets.
• Experience leveraging AI-powered tools (e.g., generative AI, analytics, automation, or predictive insights) to improve customer engagement, reporting, workflow optimization, or decision-making.
• Familiarity with AI-driven analytics, data visualization, or business intelligence tools used to surface insights from customer data.
• Basic understanding of SQL and interacting with production software databases.

Benefits

• Mission-driven work focused on improving patient outcomes through better data.
• True idea meritocracy where great ideas win, regardless of title.
• World-class team of experts in health tech, enterprise software, and clinical science.
• Fast-growing platform for healthcare providers and industry collaboration.
• Top-notch health, dental, and vision benefits.
• 401(k) plan.
• Flexible PTO — trust to take the time you need.
• Professional development stipends.
• Real ownership in shaping strategy and seeing direct impact.