Description
Job Type: Full-time
Location: United States - Remote
Reports to: SVP, Operations
About Us:
Procurement Partners builds easy-to-use software that lets healthcare organizations automate their purchasing, inventory management, invoicing, and payments processes. We help thousands of facilities, and their staff reduce their expenses and time spent procuring items so they can direct more time and effort toward caring for their patients and residents. Procurement Partners now includes both OnCare & Hybrent product lines, and we are the fastest-growing procure-to-pay software company in healthcare.
If you have a passion for technology, enjoy providing value to customers, and are looking for a company that will help you develop your career, we want to talk to you!
About the Role
The Enterprise Customer Success Manager (CSM) is a trusted advisor responsible for driving the long-term success and growth of our most strategic and complex customers. This role requires a high level of business acumen, technical aptitude, and a strong ability to communicate value at the executive level. The ideal candidate thrives in a dynamic, fast-paced environment and brings an ownership mentality, a bias for action, and a growth mindset to every customer interaction.
What You’ll Do
· Build and maintain trusted relationships with executive stakeholders of our largest enterprise customers, acting as their strategic advisor to drive long-term success.
· Lead Executive Business Reviews to ensure alignment between the customer’s business objectives and Procurement Partners’ solutions, presenting value-driven insights and strategic recommendations.
· Develop and execute strategic success plans tailored to the specific goals of each enterprise customer, focusing on driving product adoption, retention, growth and business outcomes.
· Proactively identify and address business risks or barriers to adoption by leveraging internal resources (Support, Product, Engineering) and fostering cross-functional collaboration.
· Identify churn risks early and implement mitigation strategies that are proactive, data-informed, and customer-centric.
· Actively use customer data and platform insights to recommend improvements, ensure usage growth, and deliver measurable impact.
· Serve as the voice of the customer internally, advocating for product enhancements that improve customer experience and drive adoption.
· Drive expansion opportunities in partnership with Sales and proactively contribute to account growth planning.
Requirements
What You’ll Bring
· 3+ years of experience working as a Customer Success Manager or Account Manager with enterprise-level customers, preferably in a SaaS environment.
· Demonstrated experience managing complex, multi-stakeholder relationships at the C-suite and senior executive levels.
· Strong understanding of SaaS value drivers and success metrics (e.g., retention, NRR, product adoption).
· Proven track record of developing and executing strategic success plans that drive measurable business outcomes for enterprise customers.
· Excellent communication and presentation skills with the ability to translate technical solutions into business impact.
· Experience working in the healthcare or procurement industries is a plus, with an understanding of how technological solutions can solve industry-specific challenges.
· A track record of delivering results through structured planning, cross-functional alignment, and a bias for action.
· Highly analytical and strategic mindset, with the ability to connect customer goals with Procurement Partners’ product offerings and market trends.
· A proven ability to manage escalations with urgency, leading cross-functional teams to ensure customer satisfaction and long-term retention.
· Strong organizational and time-management skills, with the ability to manage multiple high-impact projects and priorities simultaneously.
· A passion for customer success, innovation, and continuous learning.
· Willingness to travel up to 10% for in-person customer engagements.
