Enterprise Customer Success Manager – State Lead (Louisiana)

Purple Squirrel Enterprises is recruiting for a high-growth health technology company focused on improving medication management for vulnerable populations. The Enterprise Customer Success Manager – State Lead will lead customer success programming across Louisiana, oversee enterprise implementations and adoption, manage executive stakeholder relationships, and lead a team of In-State Customer Success Managers.

Responsibilities:

• Serve as the primary strategic owner of programming within the state, ensuring program success across participating providers
• Manage relationships with stakeholders across multiple levels — agency leadership, executive sponsors, program administrators, provider executives, and clinical leaders
• Own full-stack customer success support across software, hardware, and services for the enterprise program
• Lead large-scale program deployments and implementations, including:
  • Program planning and coordination
  • Cross-functional collaboration with Product, Engineering, and Operations
  • Platform configuration and readiness
  • Quality assurance (QA)
  • Go-live execution and post-implementation optimization
• Drive enterprise adoption and outcomes across the provider network
• Deliver executive-level communications including Quarterly Business Reviews (QBRs), performance reporting, and program updates
• Partner closely with Product and Engineering to represent enterprise customer needs, capture feedback, and influence roadmap priorities
• Ensure strong program performance across key success metrics including adoption, program health, satisfaction, and measurable ROI
• Lead and manage a team of 1–3 In-State Customer Success Managers supporting providers across the state
• Serve as the first point of escalation for customer issues and help resolve complex provider challenges
• Partner with leadership on recruiting and hiring activities, including job description development, interview planning, and candidate evaluation
• Onboard and train new In-State Customer Success Managers, maintaining and improving onboarding guides and enablement materials
• Support the growth and development of team members through regular 1:1s, performance reviews, individual development plans, and coaching
• Contribute to building a scalable Customer Experience organization capable of supporting continued enterprise and government program growth
• Act as the internal program leader for providers in the state, ensuring alignment between customer needs and company strategic goals
• Identify and implement operational improvements that scale the customer experience as enterprise programs expand
• Lead and support upsells and expansion opportunities within the enterprise program
• Document customer insights, feature requests, and program feedback to inform product development and roadmap planning
• Represent Customer Success in cross-functional initiatives and executive-level strategic discussions

Requirements:

• 7+ years of experience in Customer Success, Enterprise Account Management, or a similar customer-facing role — preferably within healthcare SaaS
• Demonstrated success managing large enterprise or government accounts with complex stakeholder environments
• Direct people management experience — leading, hiring, onboarding, and developing customer success or account management teams
• Strong program and project management skills with experience delivering multi-site implementations
• Excellent communication skills with executive presence and experience engaging C-suite and public sector stakeholders
• Ability to balance strategic program leadership with tactical execution
• Experience with customer success tools and platforms (e.g., HubSpot, JIRA, Confluence, or similar)
• Ability to travel up to 25% of the time
• Must reside in Louisiana
• Healthcare industry knowledge including HIPAA, DEA compliance, and electronic medical records (Epic, Cerner, Meditech, etc.)
• Experience with government or public-sector program administration