Enterprise, Customer Experience Manager (CXM)

Accountabilities:

• • Own a portfolio of enterprise and strategic customers, serving as the primary relationship manager and trusted advisor.
  • Build strong relationships with executives, owners, operators, and key stakeholders across complex customer organizations.
  • Develop a detailed understanding of customer business models, operational workflows, objectives, challenges, and growth plans.
  • Establish consistent customer engagement cadences, including regular check-ins, business reviews, strategic planning sessions, and proactive communications.
  • Drive adoption across locations, providers, teams, and relevant platform capabilities.
  • Identify underutilized features and develop targeted strategies to increase adoption and customer value.
  • Help customers optimize workflows spanning scheduling, payments, communications, reporting, marketing, AI-enabled capabilities, and other solutions.
  • Translate customer objectives into measurable outcomes and demonstrate the business value generated through platform adoption.
  • Monitor account health and proactively identify churn risks, adoption gaps, operational challenges, and potential escalations.
  • Develop and execute retention plans for accounts requiring additional support or intervention.
  • Identify opportunities for expansion involving additional products, locations, users, services, and capabilities.
  • Partner with Sales and leadership on renewal planning, commercial opportunities, and account expansion strategies.
  • Maintain clear visibility into account health, risks, opportunities, priorities, and next steps.
  • Represent the voice of enterprise customers internally, providing Product and Engineering teams with clear context, business impact, and prioritization.
  • Consolidate customer feedback and help identify high-impact product and experience improvements.
  • Coordinate complex escalations across Support, Product, Engineering, Sales, and other internal teams while maintaining clear customer communication through resolution.
  • Help customers understand relevant product releases, new capabilities, and improvements that can support their business objectives.
  • Contribute to strong enterprise retention, gross revenue retention, net revenue retention, product adoption, and long-term customer relationships.

  Requirements:

  • 4+ years of experience in Customer Success, Account Management, Enterprise SaaS, or a closely related customer-facing function.
  • Demonstrated experience managing complex enterprise or multi-location customers with multiple stakeholders and business requirements.
  • Strong executive communication, presentation, relationship-management, and consultative customer engagement skills.
  • Ability to understand operational workflows, identify business challenges, and translate those challenges into practical technology solutions.
  • Strong commercial mindset with experience identifying customer retention, renewal, expansion, and growth opportunities.
  • Comfortable managing escalations and coordinating effectively across Product, Engineering, Support, Sales, and leadership teams.
  • Proven ability to proactively identify customer risks and opportunities rather than operating primarily in a reactive support model.
  • Highly organized and proactive, with the ability to manage multiple strategic accounts, priorities, deadlines, and stakeholder relationships simultaneously.
  • Strong analytical and problem-solving abilities, with a focus on connecting customer activity to measurable business outcomes.
  • Excellent written and verbal communication skills, with the ability to adapt messaging for executives, operators, technical teams, and other stakeholders.
  • Comfortable working in a fast-paced SaaS environment and navigating evolving products, processes, and customer requirements.
  • Healthcare, medical aesthetics, wellness, EMR, or other vertical SaaS experience is a plus.
  • Demonstrated ability to act as a strategic partner, understand where customers are headed, anticipate obstacles, and identify ways technology can support their growth.

  Benefits:

  • Opportunity to manage a portfolio of enterprise and strategic customers with significant business impact.
  • Strategic, consultative role combining customer success, account management, product adoption, and commercial growth.
  • Opportunity to work closely with Sales, Product, Engineering, Support, and leadership teams.
  • High level of ownership and autonomy in shaping customer outcomes and account strategies.
  • Exposure to senior executives, business owners, operators, and other key decision-makers.
  • Opportunity to influence product development by representing enterprise customer needs internally.
  • Professional growth through experience in enterprise SaaS, customer strategy, retention, expansion, and cross-functional leadership.
  • Opportunity to contribute directly to customer retention, expansion, adoption, and long-term business growth.
  • Additional compensation, healthcare, flexibility, equity, or other benefits are not specified in the provided job description and should be confirmed with the hiring team.