Customer Success Manager – Strategic Accounts

Purple Squirrel Enterprises • Full-time • Remote (Baltimore, Maryland, United States) • 2m ago

Customer Success Manager – Strategic Accounts
Location: Remote (U.S.-Based)

About This Opportunity

Purple Squirrel Enterprises has been supporting startups and global firms through growth, change, and expansion for 19+ years. We provide flexible HR and recruiting solutions that allow leaders to focus on strategy while we handle people operations — and this search is no exception.

We are exclusively engaged by a high-growth health technology company to help them identify and hire exceptional talent for this role. We are embedded directly with their leadership team, have deep knowledge of the company, the culture, and what it takes to succeed here — and we will be your dedicated recruiting partner from first conversation through offer.

This is not a blind submission. When you apply, you are working with a team that knows this opportunity inside and out and will advocate for you every step of the way.

💜 If this opportunity resonates with you, we encourage you to apply. We will be in touch promptly.

Applications submitted directly to our client will be redirected back to Purple Squirrel Enterprises. To be considered for this role, all candidates must apply through this posting.

About Our Client

Our client is a mission-driven health technology company on a high-growth trajectory. They build integrated software and technology solutions that help care organizations deliver safer, more consistent, and more compliant services to the populations they serve. Their work sits at the intersection of technology, operations, and human care — and the problems they are solving have real consequences for real people.

They serve a growing network of specialized care providers across the United States — including intellectual and developmental disabilities (IDD) providers, assisted living operators, and behavioral health programs — helping organizations replace fragmented, manual workflows with technology-guided processes that reduce errors, improve compliance, and give care teams greater confidence in their day-to-day work.

This is a remote-first, high-growth company with a lean, high-performing team. They move fast, hold themselves to high standards, and are deeply committed to the mission that drives their work.

💜 This company was built around a cause that is both personal and urgent. That authenticity shows in how they operate, who they hire, and what they build. If you are looking for work that matters — this is it.

About the Role

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.

What You'll Do
Customer Success & Relationship Management

Serve as the dedicated primary point of contact for a single, high-complexity strategic partner organization spanning multiple providers and states — owning the full customer relationship across software and services
Manage relationships at every level of the customer organization — from executive sponsors and program leadership at the umbrella level to department leads, site administrators, and end-user staff across each provider location
Lead executive engagement including regular cadence calls, Executive Business Reviews (EBRs), data-driven success reporting, and product updates tailored to both the umbrella organization and individual providers
Own the commercial health of the account, including renewal, upsell, and expansion opportunities across the umbrella organization and its member providers
Monitor and drive customer success outcomes including adoption, product utilization, customer health, satisfaction, and measurable ROI — using data to guide proactive interventions and strategic recommendations

Implementation Ownership

You are the primary owner of this rollout — not a supporting partner to a separate implementation team. This includes:

Multi-phase project planning, milestone tracking, and cross-functional coordination across internal teams (integrations, technical support, product) and customer stakeholders
Site-by-site rollout planning and go-live sequencing across provider locations and states
Platform configuration and customization across multiple sites and user groups
Quality assurance (QA) and go-live readiness validation per site
Training, onboarding, and adoption support for end users across all provider sites
Post-launch stabilization, ongoing optimization, and continued support

Strategic Contribution

Contribute to the scaled customer experience vision by sharing learnings from this strategic engagement to inform playbooks, processes, and best practices for the broader CX team
Collaborate closely with product and integrations teams to advocate for the customer's needs, surface feedback, and contribute to roadmap priorities informed by real-world use cases
Document interactions, feature requests, and customer feedback to inform roadmap and product development
Represent Customer Success in executive-level engagements and strategic initiatives

How We Measure Success

KPI	Description
Net Revenue Retention (NRR)	Retention and expansion of account revenue
Upsell Revenue	New revenue generated within the strategic account
Renewal Rate	On-time renewal of account contract
NPS	Net Promoter Score from customer stakeholders
Go-Live Achievement	On-time go-live milestones across all provider sites
Customer Health Score	Ongoing account health tracking
CSAT	Customer satisfaction ratings across the engagement

What Success Looks Like

Timeframe	Focus	What You Will Have Accomplished
First 30 Days	Orient · Learn · Connect	Completed a thorough review of the strategic account, current implementation status, and all active workstreams · Established strong working relationships with internal teams and key customer contacts at every level · Actively participating in implementations and customer touchpoints to build context and credibility
First 60 Days	Own · Drive · Deliver	Taken full primary ownership of the account and all active implementation phases · Leading customer communications, project coordination, and go-live planning with confidence · Identified and begun addressing any open issues, gaps, or risks across sites
First 90 Days	Lead · Expand · Impact	Operating with full autonomy across the account — managing executive relationships, driving go-live milestones, and tracking measurable outcomes ·

Leadership and your customer both see you as the person who owns this relationship — not someone executing tasks, but a trusted strategic partner

What We're Looking For
Required

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)

Preferred

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

Compensation & Benefits

Our client offers a competitive, comprehensive package designed to support your well-being and long-term growth:

$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

Why This Role — And Why Now

Real problems, real stakes — your work will directly support organizations delivering care to vulnerable populations
High-growth trajectory — this company is scaling rapidly, with significant expansion already underway
True strategic ownership — this is not a reactive support role or a portfolio of accounts; you will be the single trusted partner for one of the company's most important customers
High-trust, collaborative culture — small team, strong relationships, fast decisions, and leadership that is accessible and engaged
Mission at the frontier — serving IDD, assisted living, and behavioral health providers across the country
Career growth — high visibility with leadership and a real opportunity to grow as the company scales
💜 Authentic mission — this company was built around a cause that matters, and that authenticity permeates everything they do

Working With Purple Squirrel Enterprises

We are exclusively engaged by this client — meaning we are not one of many agencies submitting resumes. We are their dedicated recruiting partner, embedded in their process, and we know this role inside and out.

Here is what that means for you as a candidate:

You will have a dedicated PSE point of contact throughout the entire process
We will advocate for you with the hiring team to make sure the role is mutually beneficial
We will prepare you for each interview stage so you can put your best foot forward
We will provide honest, timely feedback at every step
We will support you through offer negotiation to ensure the outcome is right for you and the company
We know how to navigate complex hiring processes and get great candidates across the finish line

Our client is an equal opportunity employer committed to building a diverse and inclusive team. They welcome applicants of all backgrounds, experiences, and perspectives.