Enterprise Customer Success Manager

About PatientIQ

PatientIQ is a fast-growing health tech company on a mission to improve patient outcomes. We partner with healthcare providers, medical device companies, and researchers to collect, analyze, and act on patient-reported outcomes data at scale — powering smarter clinical decisions and accelerating the future of value-based care.

Headquartered in Chicago and backed by top-tier venture capital and major health system investors, PatientIQ is building the largest platform for healthcare providers, industry partners, and researchers to collaborate on what matters most: helping patients get better.

The opportunity

clients by helping clients get the most out of the PatientIQ product, network and services. The CSM serves as the main point of contact post implementation, driving value by helping clients improve data collection and workflow and use the data collected to achieve their goals.

In addition to owning post-implementation customer success and retention across a portfolio of accounts, the CSM serves as a strategic customer advocate, partnering cross-functionally with product and development teams at PatientIQ to share customer feedback and insights that inform ongoing platform improvements.

What you'll do

• Build and maintain long-term relationships with key customer executives, product owners, and others, within a geographic territory

• Coordinate, develop, and deliver quarterly business reviews to customers to show progress, value, and growth potential

• Maintain a positive geographic territory net revenue retention

• Act as the SME on the PatientIQ platform and help our customers leverage our internally developed resources, best practices, and processes to achieve their goals

• Work cross-functionally with the implementations team, as well as product and engineering teams to continuously provide feedback on customer needs to inform the future product roadmap and development strategy

• Maintain and regularly update the PatientIQ product documentation and internal wikis

• Support PatientIQ sales operations and help identify areas where we can grow our offerings and solve new customer problems

• Support and facilitate customer renewals, amendments and new product opportunities in coordination with the sales team

Requirements

What you bring

Required

• Bachelor’s Degree or MBA in a related field
• 6+ years in account management, customer success management role