Ready to join a team that’s all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what’s possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers.When you join Imprivata, you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here.
We are seeking a Senior Enterprise Customer Success Manager to join our team. This is a remote opportunity out of Germany.
Job Summary
The Senior Enterprise Customer Success Manager (CSM) proactively engages with Imprivata’s largest and most valuable enterprise customers. The role guides customers toward optimal value realization from their Imprivata solutions, partners with them to understand their business needs, and identifies opportunities for future product investments.
The Senior Enterprise CSM drives customer satisfaction, product adoption, and long-term customer value across assigned accounts, supporting ARR renewals and expansion. Working cross-functionally, the role coordinates responses to complex customer needs and escalations. It also manages post-sale Customer Success engagement with assigned regional Platinum Partners, aligning on customer health, adoption, priorities, deployments, communications, ownership, and risks to support a coordinated customer experience and faster time-to-value.
Duties and Responsibilities
- Develop and execute account strategies that drive customer value, identify relevant cross-sell opportunities, and support subscription and maintenance renewals.
- Build trusted executive relationships, align Imprivata’s solutions with strategic business objectives, and drive long-term customer value.Own Customer Success engagement with assigned Platinum Partners, ensuring alignment on customer priorities, adoption, and business outcomes.
- Drive regular partner reviews to monitor customer health, deployment progress, risks, and joint action plans.
- Proactively identify customer risks, drive mitigation plans, and coordinate escalations across internal teams and partners.
- Lead strategic business reviews, leveraging customer insights to demonstrate value, drive adoption, and identify growth opportunities.
- Drive cross-functional collaboration with technical, clinical, Sales, Support, Professional Services, and partner teams to resolve complex customer challenges and accelerate time-to-value.
- Monitor customer health, deployments, utilization, adoption, satisfaction, renewal status, and other relevant measures; maintain accurate records and account plans in Gainsight and Salesforce.
- Share customer and partner insights, risks, and recommendations with leadership; capture success stories and contribute to improvements in customer experience and internal processes.
- Provide mentorship and guidance to junior CSMs, sharing best practices and supporting their professional development.
- Other duties as assigned and required.
Required Qualifications
- Bachelor’s degree in business or equivalent relevant professional experience.
- 10+ years of experience in enterprise software, Customer Success, or Strategic Account Management, including 6+ years managing enterprise customer relationships.
- Experience in healthcare technology, cybersecurity, identity and access management, or data privacy and security is preferred.
- Proven track record of driving customer success, executive engagement, product adoption, and measurable business outcomes.
- Ability to translate complex technical solutions into business value and coordinate technical escalations.
- Strong problem-solving skills and sound judgement when navigating complex customer needs and challenging situations.
- Strong organizational skills with the ability to manage complex customer and partner portfolios.
- Excellent communication, presentation, storytelling, and facilitation skills, including the ability to engage stakeholders at all levels.
- Strong cross-functional collaboration skills, including experience coordinating customer outcomes with regional partners.
- Fluent German and English required; additional European languages are beneficial
- Ability to travel up to 25%
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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