Imprivata · 7 hours ago
Senior Enterprise Customer Success Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
$171K/yr - $204K/yr
10+ years expImprivata is a company that delivers unified access and security management programs for healthcare and mission-critical organizations. They are seeking a Senior Enterprise Customer Success Manager for the Public Sector to engage with valuable customers, drive customer satisfaction, and ensure optimal value realization with Imprivata solutions.
Information ServicesSecurity
No H1B
Security Clearance Required
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
Qualification
Required
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
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
Preferred
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
Benefits
Top-notch work environment
Developmental opportunities
Competitive total rewards package
Company
Imprivata
The digital identity company for life- and mission-critical industries, simplifying secure access across hyper-complex ecosystems
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
$45MKey Investors
Thoma BravoSapphire Ventures
2022-04-11Private Equity
2016-07-13Acquired
2014-06-24IPO
Leadership Team
Jeff Kalowski
Senior Vice President, Legal
Recent News
BiometricUpdate.com
2026-01-24
BiometricUpdate.com
2025-11-26
2025-11-08
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