Enterprise Customer Success Manager



  • Reporting to the Senior Director, Customer Experience the Enterprise Customer Success Manager is responsible for setting and managing the strategic plan for Large and Enterprise customers
  • They will be accountable to driving the client journey to ensure clients achieve ROI on their implementation of the AlayaCare Cloud software
  • Your main responsibility will be to enhance retention, adoption and foster the growth of your portfolio, which comprises AlayaCare’s most valued customers
  • As a strategic lead in the organization, they will be the key executive touchpoint, providing Quarterly Business Reviews and ongoing recommendations to optimize the customer lifecycle
  • As the key touchpoint for Enterprise organizations, the Enterprise Customer Success Manager will focus on relationship management at the corporate level, while also working with the implementation Project Manager to ensure the health and satisfaction of all customer stakeholders
  • Define the client journey by setting expectations for key milestones and ROI set in the sales cycle
  • Establish trusted advisor relationships with customer Executive team, developing an ‘influencer’ relationship, while working with internal teams to deliver a best-in-class customer experience
  • Maintain and actively manage a healthy client portfolio, building toward best-in-class Net Promoter Score and Net Dollar Retention outcomes
  • Provide Stakeholder updates to maintain engagement during Implementation to proactively advocate for customer concerns and mitigate identified risks
  • Address any escalated customer issues with speed and urgency, coordinating internal stakeholders
  • Deliver polished Quarterly Business Review presentations to clients that uncover new business uses, adoption of best practices and product roadmap updates
  • Monitor and maintain customer health scoring, proactively engaging with accounts based on health indicators
  • Help drive new business and reduce churn and building referenceable clients
  • Drive account growth outcomes through identifying expansion plays - upsell opportunities
  • Influence customer lifetime value through optimizing product adoption, customer satisfaction and overall health


  • The Enterprise Customer Success Manager is a subject matter expert on the market they operate in
  • 5+ years in a customer facing role in an enterprise-level customer success or Acct Manager role in B2B environment
  • SaaS experience or experience working with post-acute software solutions
  • Proven experience managing and nurturing executive relationships with customers, including management of executive-level escalations
  • Demonstrated experience working with U.S. healthcare customers
  • Ability to anticipate needs, innovate, and flourish in a fast-paced environment
  • Excellent written, oral, and presentation communication skills, with a demonstrated ability to shape narratives supported by data
  • Ability to develop market-specific strategies and plans based on industry best practices (ex. Pre-sales, Consulting) to improve growth efficiency and net dollar retention
  • Collaborative team player with exceptional relationship and interpersonal skills
  • Contributes to a culture of transparency and accountability and has a track record of operating with high-integrity and honesty


  • Open and Transparent Culture
  • Health and Wellness Activities
  • Health Benefits Package
  • Flexible Vacation Policy
  • Around the clock healthy snacks
  • Happy Hours and Team Outings
  • Employee Growth & Development
  • Prime Office Locations
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