Enterprise Customer Success Manager

Avive Solutions Inc. is a growth stage Automated External Defibrillator (AED) company focused on revolutionizing cardiac arrest response. The Enterprise Customer Success Manager will manage key customer relationships, drive adoption of the platform and hardware, and ensure operational success while collaborating with various teams to enhance the customer experience.

Responsibilities:

• Own a portfolio of enterprise customers, acting as the primary point of contact post-sale
• Build and maintain relationships with key stakeholders, including executive leadership
• Drive alignment on goals, expectations, and success criteria
• Ensure customers are fully deployed, adopted, and operational
• Monitor account health and proactively address risks
• Drive usage, engagement, and overall platform and hardware adoption
• Partner with customers to improve operational readiness and outcomes
• Lead Quarterly Business Reviews (QBRs) and annual reviews
• Provide data-driven insights and recommendations to customers
• Identify opportunities for expansion and partner with Sales to execute
• Manage renewals for assigned accounts and drive retention
• Identify and mitigate risks early, including product, operational, or relationship challenges
• Act as the quarterback during escalations, coordinating cross-functional resources
• Ensure timely resolution and clear communication with customers
• Partner with Support to ensure strong issue resolution and customer experience
• Provide feedback to Product and Engineering based on customer insights
• Work closely with Sales on expansion opportunities and account strategy
• Lead and support onsite deployments for strategic customers, ensuring successful setup, training, and initial adoption
• Guide customers in effectively using the platform, including account structure, user management, and system navigation
• Monitor and drive ongoing system health and readiness, ensuring customers remain fully operational
• Identify opportunities for growth based on usage, gaps, and customer goals, and partner with Sales to execute
• Own renewal strategy and execution, proactively managing risk and aligning with customer timelines and objectives
• Act as the central point of coordination during escalations, ensuring clear communication and timely resolution across teams

Requirements:

• 5+ years of experience managing enterprise or strategic accounts
• Experience in SaaS, healthcare, public safety, or other mission-critical environments
• Experience supporting hardware + software platforms
• Experience working in a high-growth or startup environment
• Background partnering closely with Sales on expansion and revenue growth
• Willingness and ability to travel 25–50% for customer onsite engagements, deployments, and industry conferences