Customer Success Account Manager

Plenful is an AI automation platform transforming healthcare operations for healthcare teams, including hospitals, pharmacies, and payors. The Customer Success Account Manager will manage customer relationships from implementation through retention and expansion, oversee implementations, analyze account health and ROI, and improve customer success processes.

Responsibilities:

• Customer Satisfaction — Monitor account health indicators, run usage and ROI analysis, lead business reviews, and visit customers on-site
• Customer Relationship Management — Serve as the primary point of contact starting at implementation kickoff. Build relationships that last
• Project Management — Oversee customer implementations for new use cases and work closely with our technical team on back-end configuration
• Expansion Opportunities — Spot and pursue contract expansion by understanding customer needs and matching them to what Plenful offers
• Communication Excellence — Set the standard for clear, responsive, professional customer interactions, and improve how we communicate internally about customers
• Strategic Optimizations — Lead data-driven analysis that helps us serve customers better and scale our processes

Requirements:

• You've spent 3+ years in Account Management, Customer Success, Enterprise Sales, Management Consulting, or a related field — ideally in SaaS or healthcare technology
• You've managed customer relationships, driven adoption, hit retention goals, and grown accounts
• You know your way around CRM and customer success platforms like Salesforce
• You can read data and turn it into ROI numbers, decisions, and recommendations
• You've run projects across multiple stakeholders and hit deadlines without dropping the ball
• You write and speak clearly, and can influence stakeholders at every level
• You solve unstructured problems with a customer-first mindset
• You're organized enough to manage multiple accounts and prioritize independently
• You're genuinely interested in healthcare and making the industry work better
• You're comfortable in a fast-moving, still-being-built environment, and can travel up to 25% of the time
• Bonus points for early-stage startup experience, familiarity with healthcare regulation (HIPAA, 340B, Prior Auth), and a BA/BS degree