Sr. Manager, Customer Success - Enterprise

About the Opportunity
We are seeking an experienced Senior Manager, Customer Success to lead and scale our customer success function for enterprise clients. This individual will be responsible for the client relationship from service launch date through the life of the contract. This pivotal hire will own the strategy and execution of our customer success efforts, ensuring our enterprise clients achieve optimal engagement, retention, and expansion. You will build the foundation for a team that supports the lifecycle of our B2B relationships, from onboarding to long-term client satisfaction.

What You’ll Do

• Customer Success Strategy: Develop and implement a customer success framework tailored to enterprise clients. Ensure seamless onboarding, ongoing engagement, and measurable outcomes.
• Team Leadership: Build and lead a high-performing customer success team. Define team goals, mentor staff, and foster a culture of collaboration, accountability, and continuous improvement.
• External Relations: Establish strong, long-term relationships with clients by being responsive to individual needs, address issues diligently (while balancing client needs and business objectives), and communicating with professionalism.
• Client Retention and Growth through Member Marketing: Serve as the primary point of contact for enterprise clients, driving satisfaction, engagement, and retention. Develop and execute customer success plans that align with each client’s business objectives. Identify and execute upsell and cross-sell opportunities to expand relationships.
• Cross-functional Collaboration: Partner closely with sales, product, marketing, and operations teams to align customer needs with company objectives. Collaborate on product development and marketing strategies to ensure customer needs are met. Advocate for the voice of the customer to influence product development and enhancements.
• Data-driven Insights: Use data and client feedback to proactively manage health metrics, address risks, and develop strategies for increasing program utilization and client value. Monitor customer usage and engagement, and proactively identify areas for improvement.
• Executive Stakeholder Engagement: Establish and maintain relationships with key client executives. Lead QBRs (Quarterly Business Reviews) and other executive-level presentations to highlight the impact of Found’s solutions.
• Scaling Operations: Develop scalable processes for managing multiple enterprise clients, ensuring repeatable success across diverse industries.Travel: Up to 20% travel to client sites for relationship building and strategic meetings.
• Feedback and Continuous Improvement: Collect and analyze customer feedback to continuously improve the customer experience and provide insights for product development.  
  
  

What You’ll Bring (Job Qualifications)

• Experience: Minimum of 7 years of customer success or account management experience, with at least 3 years in a leadership role at a high-growth SaaS or healthcare technology company.
• Enterprise Expertise: Proven track record managing enterprise accounts, with a strong focus on employee health, wellness, or benefits programs.
• Team Building: Experience building and leading customer success teams, particularly in a fast-paced, scaling organization.
• Client-Centric Approach: Ability to translate complex client needs into tailored solutions and drive measurable business outcomes.
• Technical Proficiency: Comfortable with customer success platforms like Gainsight, Hubspot, and other CRM tools.
• Healthcare Knowledge: Familiarity with healthcare trends, employee wellness programs, and digital health solutions is a plus.
• Strategic Thinking: Ability to think strategically, anticipate customer needs, and develop long-term plans that align customer success with business goals.
• Communication: Exceptional interpersonal, written, and verbal communication skills, with an ability to effectively present to senior executives and influence internal and external stakeholders.
• Problem-Solving: Proactive, analytical mindset, with a strong aptitude for addressing challenges and opportunities creatively.
• Collaboration: Strong ability to work in cross-functional teams and foster collaboration across departments. 
• Growth Mindset: While we’re looking for specific qualifications, if you don’t meet 100% of the requirements, tell us why you believe you’d be a great fit for this role

Bonus point: Experience in digital health, chronic disease management, or healthcare IT

What You’ll Get (Benefits & Perks)

• Competitive compensation
• Medical, dental, vision, and life insurance
• Flexible PTO, company-paid holidays, parental leave
• 401K, wellness and wifi perks
• Remote-first culture with occasional travel