Enterprise Customer Success Manager – State Program Lead

Impruvon Health

. Serve as the primary strategic owner of the State Contract, ensuring program success across participating providers and state partners.

Posted 5/16/2026full-timeRemote • Maryland • 🇺🇸 United StatesSenior💰 $90,000 - $110,000 per yearWebsite

Tech Stack

Tools & technologies

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
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 systems).
Healthcare industry knowledge including HIPAA, DEA compliance, and electronic medical records (Epic, Cerner, Meditech, etc.) strongly preferred.
Ability to travel up to 25% of the time.
Residence in the state is preferred, not required.

Benefits

Comp & perks

Competitive compensation aligned 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
Opportunity to own and grow a critical function within the company
Mission-driven work with real impact on vulnerable populations

ATS Keywords

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Hard Skills & Tools

program managementproject managementquality assurancecustomer success managemententerprise account managementmulti-site implementationsstakeholder managementonboardingcoachingmentorship

Soft Skills

communicationleadershipstrategic thinkingcollaborationproblem-solvingexecutive presencerelationship managementteam developmentperformance managementcustomer advocacy