Senior Enterprise Customer Success Manager

Job Summary

The Senior Enterprise Customer Success Manager (CSM) for the Public Sector (CSM) is responsible for proactive engagement with our largest and most valuable customers in the Federal and Public Sector space. The Enterprise CSM will guide the customer to optimal value realization with their Imprivata solutions while at the same time partnering with the customer on their business needs and positioning future product investments. This role maintains a yearly ARR quota by driving customer satisfaction, product adoption, and long-term customer value across assigned accounts. You will work cross-functionally within the organization to resolve customer satisfaction related issues and strategically deliver a signature experience for our customers, ensuring full renewals and product expansion across the Digital Identify Framework (DIF). The Sr. Enterprise CSM is also responsible for maintaining a working relationship with the assigned commercial vice president of sales and will act as an escalation point for any customer issues in that region.

Duties and Responsibilities

• Develop and execute account strategies that drive customer value, identify cross-sell opportunities, and ensure subscription and maintenance renewals (ARR).
• Build and maintain executive-level relationships to ensure satisfaction and strategic alignment with Imprivata.
• Act as a trusted consultant for Federal and Public Sector customers, identifying business needs, trends, and opportunities for expanded solution adoption.
• Plan, facilitate, and deliver value-based executive business reviews, including data analysis, insights, and prescriptive recommendations.
• Coordinate internal technical, clinical, and commercial resources to resolve complex customer issues and conduct value discovery health checks.
• Track customer health, deployments, utilization, NPS, and key metrics within Gainsight, maintaining accurate documentation and strategic action plans.
• Capture and share customer success stories, use cases, and feedback to support marketing efforts and product/program improvements.
• Drive customer engagement through ongoing communications such as product updates, upgrades, events, webinars, and conferences.
• Serve as a subject matter expert on customer experience processes, maintaining situational awareness across all assigned accounts.
• Communicate customer trends, escalations, and "voice of the customer" insights to leadership, including the Director of Customer Success and VP of Sales.
• Other duties as assigned and required

Qualifications

• Bachelor's degree in Business or related discipline.
• 10+ years of relevant experience in enterprise software and services, customer success, and/or critical account management with 6+ years working enterprise clients.
• Active Secret or Top Secret security clearance preferred.
• Domain expertise in the cybersecurity, data privacy & security space preferred.
• Experience working with Public Sector and Federal agencies
• Proven self-starter with a strong track record of driving customer success, building executive-level relationships, and influencing increased solution adoption and value.
• Deep ability to understand high-level technical product capabilities, translate them into business solutions, and manage technical escalations with strong problem-solving skills.
• Highly organized and adaptable professional, able to prioritize and multitask across many customers while navigating change and challenging situations with professionalism.
• Exceptional communication, storytelling, and presentation skills, combined with strong cross-functional collaboration to align internal teams and deliver customer outcomes.

This position offers a total compensation range of $171,000.00 to $204,000.00 inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.

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!