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Enterprise Customer Success Manager

9 hours, 29 minutes ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM HIPAA HubSpot
Apply Now
Parachute Health

Parachute Health

Parachute Health provides a streamlined digital platform for ordering medical equipment and supplies, enhancing the efficiency of e-prescribing and facilitating better management of healthcare resources across the United States.

Health Care Providers & Services
51-250
Founded 2015
$15M raised
View All Jobs 11

Description

  • Own a focused portfolio of enterprise accounts as the primary post-sale contact for stakeholders across all levels.
  • Develop and execute multi-year account plans that align customer goals with platform capabilities.
  • Lead executive business reviews and present ROI, adoption trends, strategic recommendations, and roadmap alignment.
  • Build relationships with senior executives and operational stakeholders across clinical, procurement, IT, and billing teams.
  • Drive product adoption across intake, order management, billing, and compliance workflows.
  • Create customized success plans tied to customer operational KPIs and time-to-value milestones.
  • Identify adoption gaps and partner with Implementation, Product, and Support to resolve them.
  • Own renewal cycles and manage gross retention and net revenue retention targets.
  • Identify churn risk and expansion opportunities, and partner with Sales to close growth deals.
  • Act as the voice of the customer internally and maintain accurate account data in CRM and customer success tools.

Requirements

  • 5+ years of experience in Customer Success, Account Management, or strategic consulting, including at least 2 years managing enterprise or complex accounts.
  • Direct experience with health systems, DME/HME providers, home health organizations, or similar complex healthcare operations.
  • Demonstrated ability to influence senior stakeholders, including VP- and C-level leaders, in matrixed organizations.
  • Strong business acumen with the ability to connect platform capabilities to operational and financial outcomes.
  • Proven track record of owning renewal and expansion targets in a commercially accountable role.
  • Experience navigating complex account structures with multiple sites, divisions, or business units.
  • Excellent executive communication skills, including leading QBRs, presenting ROI analyses, and handling renewal conversations.
  • Proficiency with CRM and customer success tooling; HubSpot experience is a plus.
  • Bachelor's degree in Business, Healthcare Administration, or a related field, or equivalent professional experience.
  • Familiarity with HME/DME workflows, Medicare/Medicaid billing, prior authorization, resupply programs, and compliance requirements is strongly preferred.
  • Experience with health system procurement, IT governance, and clinical change management is strongly preferred.
  • Previous experience at a SaaS company serving the post-acute, home health, or healthcare supply chain market is strongly preferred.
  • Knowledge of payer dynamics, revenue cycle considerations, and regulatory factors such as HIPAA and CMS guidelines is strongly preferred.

Benefits

  • Medical, dental, and vision coverage with low-to-no-cost premium options.
  • Employer HSA contributions.
  • 401(k) retirement plan.
  • Equity incentive plan.
  • Annual company-wide bonus opportunity up to 15% based on company performance.
  • Remote-first culture with a dedicated NYC office and co-working reimbursement options.
  • Flexible vacation policy.
  • Summer Fridays with 5 additional Fridays off during the summer.
  • Home office and wellness stipend.
  • Monthly internet stipend.
  • Annual learning and development stipend.
  • Base salary of $130,000 to $160,000 plus commission.

Interested in this position?

Apply directly on the company website

Apply Now

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