Impruvon Health

Customer Success Manager

• Serve as the dedicated CSM and 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 and manage a complex, phased platform implementation spanning multiple provider organizations across multiple states, including:
• 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
• Go-live achievement and post-launch stabilization, ongoing optimization and support
• Own the commercial health of the account, including renewal, upsells, and expansion opportunities across the umbrella organization and its member providers.
• Lead executive engagement, including regular cadence calls, Executive Business Reviews (EBRs), data-driven success reporting, and product updates tailored to the umbrella organization and individual providers.
• 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.
• 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.
• 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. Estimated 25-40% during active implementation phases.
• 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.
• Document interactions, feature requests, and customer feedback to inform roadmap and product development.
• Represent Customer Success in executive-level engagements and strategic initiatives.

Customer Success Manager – Strategic Accounts

Product Specialist

• Work closely with Customer Success, Operations, customers, and internal stakeholders to understand product feedback, workflow challenges, and enhancement requests
• Document feature requests, bugs, workflows, and requirements clearly within Jira and related systems
• Assist with backlog refinement, prioritization discussions, and ticket organization
• Help define acceptance criteria and expected workflow behavior for new features and enhancements
• Partner closely with Product leadership and Subject Matter Experts to ensure feature requests align with customer needs and product strategy
• Serve as a day-to-day resource for Engineering by answering workflow, product behavior, and operational questions
• Participate regularly in engineering discussions, sprint activities, and product reviews
• Ensure requirements, edge cases, and workflow expectations are properly communicated during development
• Help identify gaps, inconsistencies, or risks during implementation
• Track bugs and feature requests through resolution to help ensure issues are properly communicated and nothing falls through the cracks
• Perform User Acceptance Testing (UAT) for new features, enhancements, and bug fixes
• Validate that delivered functionality aligns with documented requirements and real-world workflows
• Assist with release coordination, internal communication, and readiness activities across Customer Success and Operations teams
• Document testing outcomes, identified issues, and feedback for Engineering follow-up
• Develop deep expertise in Impruvon workflows, operational processes, and customer use cases
• Participate in customer discussions and workflow reviews to better understand operational needs and product fit
• Help evaluate the impact, reach, and urgency of feature requests and workflow enhancements
• Contribute to continuous product improvement through customer insight, workflow analysis, and operational feedback

• Serve as the primary strategic owner of the State Contract, ensuring program success across participating providers and state partners.
• Manage relationships with stakeholders across multiple levels including State 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 teams to represent enterprise customer needs, capture feedback, and influence product roadmap priorities.
• Ensure strong program performance across key success metrics including adoption, program health, satisfaction, and measurable ROI.
• 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 the CCO 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 1:1 meetings
• Performance reviews
• Individual development plans
• Coaching and mentorship
• Contribute to building a scalable Customer Experience organization capable of supporting continued enterprise and government program growth.
• Act as the internal program leader for the state partnership, ensuring alignment between customer needs and Impruvon’s 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.

Enterprise Customer Success Manager – State Program Lead

Proposal Manager

• Lead proposal execution post-solicitation
• Use expertise and AI-enabled tools to deliver high-quality submissions
• Coordinate with teams across growth, operations, and leadership
• Support market surveillance and capture research
• Drive proposal drafting and formatting using AI-assisted content generation
• Manage proposal timelines and ensure high standards of formatting, compliance, and accuracy
• Collaborate with Enterprise Sales on pipeline reviews and proposal planning
• Maintain and improve reusable proposal and research content libraries

Software Engineer

• Build, maintain, and improve production Flutter applications across iOS, Android, and Web
• Ramp quickly in an existing codebase and contribute meaningful features early
• Own substantial technical work end-to-end from implementation through release
• Collaborate closely with product, design, and internal stakeholders to translate workflows into intuitive mobile experiences
• Ensure performance, reliability, and scalability of the mobile application
• Contribute to technical decisions and improvements in mobile architecture, code quality, and tooling
• Integrate with backend services built in Ruby on Rails
• Debug and resolve production issues with a strong sense of ownership and urgency

Senior Flutter Engineer – Mobile

Chief Marketing Officer

• Own the end-to-end marketing strategy and execution aligned to company growth goals
• Define ICPs, segmentation, and go-to-market approaches for Residential Providers and government systems
• Drive marketing-generated pipeline and opportunity creation, aligning closely with Sales to improve lead quality and velocity
• Build and scale a repeatable demand generation engine across outbound email, digital campaigns, and conference strategies
• Drive predictable, scalable pipeline and revenue contribution through marketing efforts
• Design and execute multi-channel campaigns including outbound email and sequencing, digital campaigns (paid and organic), conference and event strategy, partner and co-marketing initiatives
• Build systems that consistently generate qualified pipeline, not one-off campaigns
• Optimize conversion across the funnel (lead → opportunity → closed deal)
• Continuously test, iterate, and refine channel performance and messaging
• Own the Impruvon brand identity, ensuring a consistent and compelling voice across all channels
• Develop and execute a thought leadership strategy that positions Impruvon as a trusted, mission-driven innovator in medication management
• Manage public relations and external communications to increase awareness and credibility
• Identify and secure speaking opportunities, awards, and partnerships that elevate the company’s profile and support sales credibility and pipeline generation
• Translate complex product capabilities into clear, differentiated value propositions
• Own the customer advocacy engine, including case studies, customer success stories, outcome-driven content
• Partner with Product to ensure market feedback informs positioning and roadmap alignment
• Equip Sales with high-impact messaging and collateral
• Take full ownership of the existing HubSpot marketing suite
• Optimize lead scoring and lifecycle stages, attribution and reporting, automation workflows
• Ensure high data integrity and CRM discipline
• Build scalable systems that improve efficiency, visibility, and conversion
• Leverage AI tools to automate workflows, personalize outbound at scale, and accelerate execution
• Build and maintain a rigorous reporting cadence for the CEO
• Track and report on pipeline generated, conversion rates across the funnel, campaign performance and ROI
• Ensure all marketing activity is measurable, attributable, and tied to business outcomes
• Use data to continuously optimize strategy and resource allocation
• Directly manage and mentor the Senior Marketing Manager
• Set priorities and ensure high-quality execution across campaigns, content, and design
• Build and scale the marketing function as the organization grows

Customer Success Manager – Strategic Accounts

Product Specialist

Enterprise Customer Success Manager – State Program Lead

Proposal Manager

Senior Flutter Engineer – Mobile

Director of Marketing