Strategic Customer Success Manager

Job Summary

The Strategic Customer Success Manager (CSM) is responsible for proactively managing a portfolio of customers utilizing Imprivata's Privileged Access Security solutions. This role partners with customers to drive value realization, product adoption, and alignment between their business objectives and Imprivata's solutions and services. The Strategic CSM develops trusted customer relationships, leads strategic success planning, and works cross-functionally to deliver exceptional customer experiences that support retention, renewal, and growth. Success in this role is measured through customer outcomes, satisfaction, ARR renewal attainment, and expansion within assigned accounts.

Duties and Responsibilities

• Engage customers in developing account strategies that drive value realization, identify expansion opportunities, and achieve subscription and maintenance renewal targets (ARR quota).
• Lead customer solution assessments and business reviews, leveraging technical and clinical resources to analyze findings, provide strategic recommendations, and drive measurable customer outcomes.
• Build and maintain Manager- and VP-level relationships within assigned accounts, driving customer satisfaction and participation in NPS and other feedback programs.
• Coordinate internal resources to resolve complex customer challenges and ensure a seamless customer experience.
• Document customer success stories and use cases for marketing, advocacy, and customer reference initiatives.
• Document customer interactions and maintain strategic account plans and priorities within Gainsight.
• Track customer deployments, adoption, utilization, satisfaction metrics, and other key account health indicators within Gainsight.
• Serve as the primary point of contact for ongoing customer communications while providing leadership with account insights, trend analysis, and recommendations that support strategic initiatives and process improvements.
• Other duties as assigned and required.

Qualifications

• Bachelor’s degree in Business or related discipline required.
• 4 years+ of relevant experience in software services preferably healthcare, enterprise software, and/or critical account management.
• Experience with Privileged Access Management (PAM), Identity and Access Management (IAM), cybersecurity, or security operations solutions highly preferred.
• Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels.
• Ability to comprehend high-level technical aspects of the product, provide business and technical solutions, and identification of technical escalation points.
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
• Excellent organizational skills including the ability to prioritize and multi-task activities across many customers at the same time.
• Outstanding cross-functional engagement skills to bring key Imprivata functional areas together in order to solve customer requirements.
• Experienced content creation and presentation moderation (story telling) skills (using MS PowerPoint)
• Excellent communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present at all levels of the organization.