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About the role
Key responsibilities & impact- 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.
- Over time, lead, mentor, and develop a growing team of Enterprise Customer Success leaders.
- 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.
- Represent Customer Success in executive-level discussions and company-wide initiatives.
- Champion a customer-first mindset while balancing customer advocacy with commercial outcomes.
Requirements
What you’ll need- 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.
- 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
Comp & perks- Competitive salary + equity
- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessAccount ManagementStrategic PartnershipsB2B SaaSCustomer Success strategiesEngagement modelsOperating frameworksData analysisValue measurementNegotiation
Soft Skills
Executive communicationStrategic thinkingAnalytical skillsLeadershipMentoringConsultative engagementCommercial acumenCustomer advocacyTeam enablementProblem-solving