Enterprise Client Success Manager (B2B SaaS)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Enterprise Client Success Manager (B2B SaaS) based in the United States.

As an Enterprise Client Success Manager, you will own relationships with some of the organization’s largest and most strategic <customers.You> will drive satisfaction, retention, product adoption, and expansion across complex enterprise accounts.The role combines strategic account management, consultative customer success, product expertise, and executive <engagement.You> will work closely with senior and C-suite stakeholders to understand business goals and translate them into measurable <outcomes.You>’ll also act as a trusted advisor, helping customers maximize their technology investment and navigate the full post-sales lifecycle.Working cross-functionally with product, support, data, billing, and technical teams, you’ll help resolve challenges and identify growth opportunities.This is a high-impact, fast-paced environment suited to a commercially minded customer leader who enjoys autonomy, technology, and meaningful customer relationships.

Accountabilities

Own the end-to-end post-sales relationship for a portfolio of large enterprise customers, covering onboarding, training, adoption, support coordination, account management, renewals, and expansion.

Build trusted, long-term relationships with senior executives and C-suite stakeholders, becoming a strategic advisor and critical partner in achieving their organizational objectives.

Drive customer satisfaction, retention, product utilization, and expansion by understanding customer needs and delivering proactive, value-added guidance.

Serve as the primary point of contact for strategic accounts, taking ownership of customer outcomes and helping convert live trials into long-term contracts.

Conduct recurring client success reviews that highlight performance, effectiveness, strategic insights, and actionable recommendations.

Develop deep expertise in the full product portfolio and the rehabilitation therapy industry to provide informed guidance throughout the customer lifecycle.

Identify customer needs and translate them into relevant upsell and expansion opportunities while ensuring recommendations are aligned with customer goals.

Proactively address customer concerns and challenging situations, using empathy, sound judgment, and problem-solving skills to turn difficult interactions into positive outcomes.

Coordinate cross-functional discussions and route complex customer needs to the appropriate internal teams, including data transfer, EDI, billing, product, and feature-request stakeholders.

Collaborate with colleagues and leadership to identify and implement improvements to customer success processes, service quality, and the overall enterprise customer experience.

Remain highly accessible to strategic customers and provide timely, effective support when business needs require flexibility outside standard working hours.

Travel periodically, up to approximately 20%, for customer meetings, events, and other business engagements.

Requirements

5+ years of experience in customer success, account management, enterprise SaaS, healthcare technology, or a closely related field, with experience managing complex or high-value accounts.

Demonstrated success building relationships across organizational levels, including the ability to engage directly with senior executives and C-suite decision-makers.

Strong understanding of enterprise account structures, stakeholder mapping, decision-making processes, negotiation, and influence.

Proven ability to drive customer retention, adoption, satisfaction, and expansion, including identifying and presenting relevant upsell opportunities.

Excellent communication, interpersonal, and consultative skills, with the ability to build trust, listen empathetically, and communicate effectively with diverse stakeholders.

Strong problem-solving abilities and demonstrated success resolving customer concerns, managing dissatisfied clients, and transforming challenging situations into constructive outcomes.

Highly self-directed and comfortable operating independently with minimal supervision in a fast-paced, high-expectation environment.

Strong technical aptitude and enthusiasm for learning and mastering complex software platforms; comfortable demonstrating and supporting technology in live customer environments.

Proficiency with Microsoft Excel and the ability to learn and use business intelligence, reporting, and analytics tools.

Ability to connect customer needs with internal technical, product, operational, and commercial resources and drive issues through to resolution.

Growth-oriented, collaborative mindset with a willingness to take ownership, challenge existing approaches, and contribute to continuous improvement.

Willingness and ability to travel up to 20% for client meetings and events.

A clinical background or experience as a licensed rehabilitation therapist in an outpatient physical therapy setting is highly desirable.

Ability to meet the demands of an enterprise-facing role where customers may require responsive support beyond conventional working hours.

Benefits

• Competitive salary and comprehensive compensation package.
• Remote/hybrid work environment with flexibility.
• Potential equity compensation based on performance.
• Flexible paid time off (PTO).
• Medical, dental, and vision insurance.
• Company-paid disability and life insurance.
• Company-paid family and medical leave.
• 401(k) retirement plan.
• FSA/DCA and commuter benefits.
• Discounted pet insurance.
• Company-sponsored lunches.
• Complimentary access to digital fitness classes and wellness content.
• Access to an HQ recovery suite featuring a cold plunge, sauna, and shower.
• Opportunity to make a meaningful impact in healthcare by helping rehabilitation organizations improve patient care, increase access, and reduce reliance on paper-based processes.