Enterprise Customer Success Manager
TailorMed
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
SeniorLead
About the role
- Personally manage a limited portfolio of marquee enterprise accounts as a strategic sponsor and advisor.
- Guide customers through complex, organization-wide initiatives to drive adoption and measurable ROI.
- Use data, reporting, and case studies to tell the TailorMed story and demonstrate the value driven in each account.
- Lead Executive Business Reviews and strategic planning sessions for top-tier accounts.
- Shape and evolve TailorMed’s enterprise customer success strategy, engagement models, and value frameworks.
- Partner with Sales and Commercial Leadership to drive renewals, uncover expansion opportunities, and achieve long-term account growth.
- Support complex negotiations by clearly articulating customer value and outcomes.
- Proactively identify portfolio-wide risks and mobilize cross-functional teams to protect retention.
- Coach and mentor team members on executive presence, consultative engagement, and commercial acumen.
- Represent the voice of enterprise customers internally, influencing product strategy and roadmap priorities.
- Collaborate with Product, R&D, Operations, and Executive Leadership to align customer needs with company priorities.
- Design and refine Customer Success processes, playbooks, and operating models to support scale.
- Introduce new approaches to customer engagement, value measurement, and team enablement.
- Maintain deep expertise in TailorMed’s platform, healthcare trends, and enterprise best practices.
- Champion a customer-first mindset while balancing customer advocacy with commercial outcomes.
Requirements
- 10+ years of experience in Customer Success, Account Management, or Strategic Partnerships in a high-growth B2B SaaS environment; healthcare experience preferred.
- Proven experience leading and scaling Customer Success teams supporting enterprise customers.
- Strong track record managing complex enterprise accounts and engaging C-suite stakeholders.
- Demonstrated success driving renewals, expansions, and revenue growth through value-based partnerships.
- Experience developing Customer Success strategies, engagement models, or operating frameworks.
- Excellent coaching and people leadership skills.
- Strategic, analytical thinker with strong executive communication skills.
- Comfortable partnering with Product, R&D, and IT organizations.
- Ability to lead through ambiguity and manage competing priorities.
- Willingness to travel approximately 20%.
Benefits
- Premium medical, dental, and vision insurance plans, a wide range of voluntary and supplemental benefits, and 24/7 benefits access and support - all effective from your first day of work
- 401(k) plan with a 4% employer match
- Paid holidays, vacation, and sick leave
- Six weeks of paid parental leave
- Company-paid life insurance
- New MacBook, plus all of the equipment and technology you’ll need to be successful in your role
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessAccount ManagementStrategic PartnershipsB2B SaaSCustomer Success strategiesEngagement modelsOperating frameworksValue measurementData analysisNegotiation
Soft skills
CoachingPeople leadershipStrategic thinkingAnalytical thinkingExecutive communicationConsultative engagementCommercial acumenCustomer advocacyTeam enablementProblem-solving