[Hiring] Customer Success Manager @Purple Squirrel Enterprises

Role Description

The Customer Success Manager – Strategic Accounts is one of the most high-impact, high-visibility roles on the Customer Experience team. This is a dedicated, individual contributor role focused entirely on a single strategic partner: a multi-state umbrella organization spanning multiple provider organizations.

You will serve as the primary point of contact across the full customer lifecycle — owning the relationship, leading a complex multi-phase implementation across multiple locations and states, driving deep product adoption, and ensuring the customer achieves meaningful, measurable outcomes.

This role requires exceptional project management discipline, executive presence, and a genuine passion for delivering an outstanding experience in healthcare settings that serve vulnerable populations.

This is not a portfolio role. You will not be managing a book of accounts. You will be solely responsible for one strategic account — owning every aspect of the relationship, implementation, and commercial outcome yourself.

Travel: 25–40% travel to customer sites across multiple states is required to support in-person training, go-live events, and executive relationship development. Frequency will vary based on implementation phase and customer needs.

Qualifications

• 7+ years of experience in Customer Success, Strategic Account Management, or an equivalent customer-facing role — preferably within a healthcare-focused SaaS environment.
• Demonstrated success serving as a dedicated CSM or account owner for a single high-value, high-complexity strategic customer, including navigating multi-stakeholder organizations, multi-site deployments, or multi-entity umbrella structures.
• Exceptional project management skills with demonstrated ability to plan, execute, and track complex, multi-phase implementations across multiple sites and stakeholder groups.
• Exceptional communication and executive presence — experience engaging C-level and senior leadership, with the ability to adapt style across frontline staff, site administrators, and executive audiences.
• Ability to operate at both the strategic and tactical levels — owning executive relationships and long-horizon planning while also rolling up your sleeves for day-to-day implementation details.
• Comfort with customer success tools and platforms (e.g., HubSpot, Jira, Confluence, or similar).
• Ability and willingness to travel 25–40% to customer sites across multiple states (frequency varies by implementation phase).

Requirements

• Healthcare industry knowledge — familiarity with HIPAA, DEA regulations, or electronic medical records (e.g., Epic, Cerner, Meditech).
• Experience with SaaS platforms in care settings (IDD, assisted living, behavioral health).
• PMP certification or equivalent formal project management training.
• Experience supporting or leading implementations across multi-entity or umbrella-structured organizations.

Benefits

• $85,000 – $100,000 base salary (commensurate with experience) with a benefits package built to support your whole life. Final offer will reflect the depth and relevance of your background.
• Medical: CareFirst BlueCross BlueShield — 100% company-paid individual premiums (base HSA plan); dependent coverage available.
• Dental & Vision: CareFirst — available at employee cost.
• Company-paid: Life & AD&D, Short-Term Disability, Long-Term Disability.
• Virtual Care: CloseKnit — 24/7 primary care + mental health, no additional cost.
• 401(k) retirement plan.
• Lifestyle Spending Account: $50/month, paid quarterly.
• Perks: Birthday stipend, work anniversary stipend, company swag store.
• PTO: Flexible, no hard cap — manager approval required.
• Professional development and learning opportunities.
• Mission-driven culture — your work directly impacts lives.