Enterprise Customer Success Manager – State Lead (New Mexico)

Purple Squirrel Enterprises • Full-time • Remote (Albuquerque, New Mexico, United States) • 1m ago

Enterprise Customer Success Manager – State Lead (New Mexico)

Location: Remote - Must be based in New Mexico

Travel: This role requires travel up to 25% of the time within New Mexico to drive site adoption.

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 was founded on a mission to transform medication management for vulnerable populations through innovation, accountability, and compassion. Their platform empowers care teams by simplifying complex workflows, preventing medication errors, and ensuring compliance — ultimately improving safety, outcomes, and independence for individuals in long-term care and other specialized care settings.

They operate like a family: supporting one another both professionally and personally, listening first, building with empathy, and remaining committed to solving problems that have a meaningful, real-world impact on people's lives.

💜 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

As part of the Customer Experience team, the Enterprise Customer Success Manager – State Lead will serve as the strategic leader for the company's medication management customer success programming across New Mexico. This role is responsible for ensuring successful implementation, adoption, and expansion of the platform across participating providers throughout the state.

The Enterprise CSM will own executive relationships with program stakeholders and partner organizations while leading and mentoring a team of In-State Customer Success Managers responsible for provider engagement and frontline program support. This role requires strong leadership, program management, and the ability to drive measurable outcomes across complex healthcare and government environments.

What You'll Do

Enterprise Program Leadership

Serve as the primary strategic owner of programming within the state, ensuring program success across participating providers
Manage relationships with stakeholders across multiple levels — agency leadership, executive sponsors, program administrators, provider executives, and clinical leaders
Own full-stack customer success support across software, hardware, and services for the enterprise program
Lead large-scale program deployments and implementations, including:
- Program planning and coordination
- Cross-functional collaboration with Product, Engineering, and Operations
- Platform configuration and readiness
- Quality assurance (QA)
- Go-live execution and post-implementation optimization
Drive enterprise adoption and outcomes across the provider network
Deliver executive-level communications including Quarterly Business Reviews (QBRs), performance reporting, and program updates
Partner closely with Product and Engineering to represent enterprise customer needs, capture feedback, and influence roadmap priorities
Ensure strong program performance across key success metrics including adoption, program health, satisfaction, and measurable ROI

Team Leadership & People Management

Lead and manage a team of 1–3 In-State Customer Success Managers supporting providers across the state
Serve as the first point of escalation for customer issues and help resolve complex provider challenges
Partner with leadership on recruiting and hiring activities, including job description development, interview planning, and candidate evaluation
Onboard and train new In-State Customer Success Managers, maintaining and improving onboarding guides and enablement materials
Support the growth and development of team members through regular 1:1s, performance reviews, individual development plans, and coaching
Contribute to building a scalable Customer Experience organization capable of supporting continued enterprise and government program growth

Strategic Growth & Program Development

Act as the internal program leader for providers in the state, ensuring alignment between customer needs and company strategic goals
Identify and implement operational improvements that scale the customer experience as enterprise programs expand
Lead and support upsells and expansion opportunities within the enterprise program
Document customer insights, feature requests, and program feedback to inform product development and roadmap planning
Represent Customer Success in cross-functional initiatives and executive-level strategic discussions

How We Measure Success

KPI	Description
Net Revenue Retention (NRR)	Retention and expansion of account revenue
Renewal Rate	On-time renewal of program contracts
Upsell & Expansion Revenue	New revenue generated within the enterprise program
Net Promoter Score (NPS)	Program stakeholder satisfaction
Customer Satisfaction (CSAT)	Satisfaction ratings across the provider network
Customer Health Score	Ongoing account/program health tracking
Enterprise Implementation & Go-Live Success	On-time, high-quality rollouts
Adoption Across Participating Providers	Platform utilization across the state

What Success Looks Like

Deep Partnership: You have developed a meaningful, trusting relationship with program stakeholders. They view the company not just as a vendor, but as a critical strategic partner in their mission to improve resident safety and program accountability.
Operational Harmony: The "State Model" for software deployment is seen as a gold standard within the company — high adoption rates, minimal deployment friction, measurable ROI for providers.
Team Excellence: You have built a high-performing In-State CSM team that feels supported, coached, and empowered to navigate the unique challenges of frontline healthcare environments.
Program Expansion: Your leadership has secured the program's longevity through high renewal rates and identification of new opportunities to expand impact within the state's healthcare ecosystem.

What We're Looking For

Required

7+ years of experience in Customer Success, Enterprise Account Management, or a similar customer-facing role — preferably within healthcare SaaS
Demonstrated success managing large enterprise or government accounts with complex stakeholder environments
Direct people management experience — leading, hiring, onboarding, and developing customer success or account management teams
Strong program and project management skills with experience delivering multi-site implementations
Excellent communication skills with executive presence and experience engaging C-suite and public sector stakeholders
Ability to balance strategic program leadership with tactical execution
Experience with customer success tools and platforms (e.g., HubSpot, JIRA, Confluence, or similar)
Ability to travel up to 25% of the time
Must reside in New Mexico

Preferred

Healthcare industry knowledge including HIPAA, DEA compliance, and electronic medical records (Epic, Cerner, Meditech, etc.)
Experience with government or public-sector program administration

Compensation & Benefits

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

$95,000 – $118,000 base salary + variable compensation plan (commensurate with experience)
100% company-paid medical coverage (base plan)
Dental & vision available
401(k) retirement plan
Company-paid life, AD&D, STD & LTD insurance
Lifestyle Spending Account (wellness, personal use, and company swag)
Flexible PTO + company holidays
Flexible, remote-friendly work environment
💜 Mission-driven work with real impact on vulnerable populations

Why This Role — And Why Now

Real problems, real stakes — your work will directly support organizations delivering care to vulnerable populations
High-growth trajectory — significant state and program expansion already underway
True strategic ownership — you will own an entire state's program, not a slice of a larger portfolio
High-trust, collaborative culture — small team, strong relationships, fast decisions, accessible leadership
Career growth — high visibility with leadership and 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's what that means for you as a candidate:

A dedicated PSE point of contact throughout the entire process
Advocacy with the hiring team to make sure the role is mutually beneficial
Preparation for each interview stage so you can put your best foot forward
Honest, timely feedback at every step
Support through offer negotiation to ensure the outcome is right for you and the company
Deep experience navigating complex hiring processes to 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.