Enterprise Customer Success Manager

ABOUT US

HirexHire (pronounced hire by hire) is a Chicago-based recruiting and talent consultancy that integrates with companies short-term to provide long-term talent solutions. We take a seat in our client’s everyday operations to understand their people's goals, gaps, and challenges. We then develop and implement the processes and technologies to execute a sustainable and scalable talent plan.

We partner with companies expecting or experiencing high growth who need to hire at scale or fill a critical role rapidly. Our clients are not looking for quick-fix placements but are thoughtfully building a hiring strategy to scale their businesses.

OUR CLIENT

Location: Chicago, IL HQ

Industry: Healthcare Technology (SaaS)

Company Size: 50

What They Do: Our client is a cloud-based software platform and patient engagement technology that automates the collection of patient reported outcomes. It also offers procedure-specific education modules to help prepare patients for treatments and proactively monitors their recovery.

Contact HirexHire for more client information

THE ROLE

The Enterprise Customer Success Manager (ECSM) is responsible for ensuring the success and retention of client accounts by helping clients fully utilize our client’s platform. The ECSM will act as the main post-implementation contact, driving value through improved data collection, workflow optimization, and goal achievement. Additionally, the ECSM will collaborate with internal teams to gather feedback and help guide continuous product improvements. The ideal candidate will have experience in SaaS environments and a passion for customer success.

WHAT YOU WILL DO

• Build and maintain long-term relationships with key customer stakeholders within your assigned territory.

• Conduct quarterly business reviews to highlight customer progress, demonstrate value, and identify growth opportunities.
• Ensure positive net revenue retention by fostering client success.
• Serve as the subject matter expert on our client’s platform and help clients utilize its features to meet their goals.
• Collaborate with product, engineering, and implementation teams to relay customer feedback and influence product development.
• Regularly update product documentation and maintain internal knowledge resources.
• Lead and support Customer Success Analysts to ensure clients receive effective support.
• Collaborate with the sales team to support renewals, amendments, and new product opportunities.
• Advocate for the customer by providing feedback that shapes the future of the platform.

• Assist in identifying new opportunities to expand service offerings and solve customer challenges.

WHAT YOU WILL NEED

• 3 years of experience managing strategic customer accounts, ideally within a B2B SaaS environment.

• Strong organizational and communication skills with the ability to manage multiple projects.
• Ability to prioritize tasks and meet established deadlines.
• Technical aptitude for email, calendaring, and collaborative document tools.
• Collaborative mindset and ability to work cross-functionally with internal teams.
• Experience with CRM systems and customer support tools for tracking communication and managing customer issues.
• A willingness to travel up to 25% annually.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• A strong understanding of SQL or familiarity with production software databases (nice to have).

• Prior healthcare or health-tech experience is a plus.

WHAT OUR CLIENT OFFERS YOU

Our client was recently selected as one of the top 50 "Best Small Companies to Work For in Chicago" and they pride themselves on their team culture and shared passion for working together to solve meaningful problems in health care to improve patient lives. Check out a few of their benefits below:

• Great Benefits - top-notch health, dental and vision insurance. Additional perks available including 401K.

• They are Mission Driven - our client's team is motivated to solve complex problems, drive medicine forward, and ultimately improve patient outcomes.
• True Idea Meritocracy - great ideas win out. They encourage all team members to challenge the status quo because their mission demands this.
• Flexible Time Off - they trust you to take the time you need when you feel it is appropriate, given your workload and responsibilities. No need to track it or save up.

• World-Class Team - they’re at the top of our industry because of our employees. They’re the best investment they can make, and they never forget that.

• Fast Growing - they are building the largest platform for healthcare providers, industry partners, researchers, and others to collaborate on the mission to improve patient outcomes.