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Enterprise Customer Success Manager

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full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Own and grow relationships with a portfolio of strategic, high-value enterprise accounts
  • Serve as a trusted advisor to senior and operational stakeholders, aligning platform usage with customer goals and KPIs
  • Drive adoption, engagement, and retention, using customer health metrics and product usage insights
  • Lead quarterly business reviews (QBRs), renewal planning, and executive-level reporting
  • Identify and act on expansion opportunities, working closely with sales and product teams
  • Guide customers through complex implementations, including custom rollouts and long-term pilot programs
  • Project manage pilots from pre-launch through full rollout, ensuring engagement and alignment at every stage
  • Be a key resource in training large customer teams, including developing training campaigns, onboarding frameworks, and communication plans
  • Present and communicate ROI and performance metrics to C-suite stakeholders
  • Leverage a working knowledge of API integrations to support technical conversations with enterprise clients
  • Own follow-up for accounts receivable (AR) and coordinate invoicing and billing conversations with enterprise customers
  • Represent the voice of the customer, providing structured feedback to product and leadership teams
  • Partner cross-functionally with onboarding, support, product, and engineering to drive outcomes
  • Champion happy customers by gathering testimonials, reviews, and referrals
  • Attend conferences or site visits (as needed) to deepen relationships and industry insight

Requirements

  • Proven success managing strategic, enterprise-level accounts in a customer-facing role
  • Experience building and executing training programs for large, distributed customer teams
  • Skilled in project management for pilots, implementations, and rollout planning
  • Comfortable navigating billing, invoicing, and AR follow-up for large enterprise accounts
  • Confident in presenting ROI and impact data to executives and senior leadership
  • Working knowledge of API integrations and experience collaborating with technical teams
  • Strong background in SaaS customer success, account management, or consulting, ideally in healthcare or healthtech
  • Ability to navigate complex org structures, manage competing priorities, and influence outcomes
  • Highly organized, solution-oriented, and motivated to build new processes in a fast-paced startup
  • A natural builder mindset, you’re energized by helping shape a world-class Customer Success function
  • Experience in a SaaS startup, especially in healthcare technology
  • Working knowledge of insurance or medical billing terminology
  • Familiarity with EHR/PM systems common in optometry or vision care
Benefits
  • Health insurance
  • Flexible working hours
  • Competitive salary
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementAPI integrationstraining program developmentcustomer health metricsROI presentationbillinginvoicingaccount receivable follow-upSaaS customer successconsulting
Soft Skills
relationship managementinfluencing outcomeshighly organizedsolution-orientedmotivatednatural builder mindsetcommunicationcollaborationengagementretention