Enterprise Client Success Manager (B2B SaaS)

Accountabilities:

• • Own the end-to-end post-sales relationship for a portfolio of large enterprise customers, covering onboarding, training, adoption, support coordination, account management, renewals, and expansion.
  • Build trusted, long-term relationships with senior executives and C-suite stakeholders, becoming a strategic advisor and critical partner in achieving their organizational objectives.
  • Drive customer satisfaction, retention, product utilization, and expansion by understanding customer needs and delivering proactive, value-added guidance.
  • Serve as the primary point of contact for strategic accounts, taking ownership of customer outcomes and helping convert live trials into long-term contracts.
  • Conduct recurring client success reviews that highlight performance, effectiveness, strategic insights, and actionable recommendations.
  • Develop deep expertise in the full product portfolio and the rehabilitation therapy industry to provide informed guidance throughout the customer lifecycle.
  • Identify customer needs and translate them into relevant upsell and expansion opportunities while ensuring recommendations are aligned with customer goals.
  • Proactively address customer concerns and challenging situations, using empathy, sound judgment, and problem-solving skills to turn difficult interactions into positive outcomes.
  • Coordinate cross-functional discussions and route complex customer needs to the appropriate internal teams, including data transfer, EDI, billing, product, and feature-request stakeholders.
  • Collaborate with colleagues and leadership to identify and implement improvements to customer success processes, service quality, and the overall enterprise customer experience.
  • Remain highly accessible to strategic customers and provide timely, effective support when business needs require flexibility outside standard working hours.
  • Travel periodically, up to approximately 20%, for customer meetings, events, and other business engagements.

  Requirements

  • 5+ years of experience in customer success, account management, enterprise SaaS, healthcare technology, or a closely related field, with experience managing complex or high-value accounts.
  • Demonstrated success building relationships across organizational levels, including the ability to engage directly with senior executives and C-suite decision-makers.
  • Strong understanding of enterprise account structures, stakeholder mapping, decision-making processes, negotiation, and influence.
  • Proven ability to drive customer retention, adoption, satisfaction, and expansion, including identifying and presenting relevant upsell opportunities.
  • Excellent communication, interpersonal, and consultative skills, with the ability to build trust, listen empathetically, and communicate effectively with diverse stakeholders.
  • Strong problem-solving abilities and demonstrated success resolving customer concerns, managing dissatisfied clients, and transforming challenging situations into constructive outcomes.
  • Highly self-directed and comfortable operating independently with minimal supervision in a fast-paced, high-expectation environment.
  • Strong technical aptitude and enthusiasm for learning and mastering complex software platforms; comfortable demonstrating and supporting technology in live customer environments.
  • Proficiency with Microsoft Excel and the ability to learn and use business intelligence, reporting, and analytics tools.
  • Ability to connect customer needs with internal technical, product, operational, and commercial resources and drive issues through to resolution.
  • Growth-oriented, collaborative mindset with a willingness to take ownership, challenge existing approaches, and contribute to continuous improvement.
  • Willingness and ability to travel up to 20% for client meetings and events.
  • A clinical background or experience as a licensed rehabilitation therapist in an outpatient physical therapy setting is highly desirable.
  • Ability to meet the demands of an enterprise-facing role where customers may require responsive support beyond conventional working hours.

  Benefits

  • Competitive salary and comprehensive compensation package.
  • Remote/hybrid work environment with flexibility.
  • Potential equity compensation based on performance.
  • Flexible paid time off (PTO).
  • Medical, dental, and vision insurance.
  • Company-paid disability and life insurance.
  • Company-paid family and medical leave.
  • 401(k) retirement plan.
  • FSA/DCA and commuter benefits.
  • Discounted pet insurance.
  • Company-sponsored lunches.
  • Complimentary access to digital fitness classes and wellness content.
  • Access to an HQ recovery suite featuring a cold plunge, sauna, and shower.
  • Opportunity to make a meaningful impact in healthcare by helping rehabilitation organizations improve patient care, increase access, and reduce reliance on paper-based processes.