Enterprise Customer Success Manager

Part of a larger health system, El Paso Community Hospital shares specialists and transfer agreements with sister hospitals. Outpatient services include physical therapy, infusion, wound care and sleep studies. We started in 2005 and have grown to about 120 people. New grads get a 12-week orientation with a dedicated preceptor.

The role

You will be the customer's main contact after the sale and their voice inside El Paso Community Hospital. El Paso Community Hospital is hiring a CSM for the Enterprise segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Our team is spread across 12 countries. Headquarters is in El Paso. This is a long-term contractor role, paid monthly in USD. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT.

Essential duties and responsibilities

• Run quarterly business reviews with customer stakeholders.
• Document every customer touch in Salesforce.
• Recruit happy customers for references and case studies.
• Coordinate with support on open tickets for your accounts.
• Flag expansion opportunities to the account executive or account manager.
• Drive renewals alongside the commercial team, starting 120 days out.
• Create help centre articles when the same question keeps coming up.
• Escalate product bugs and feature requests through Jira with clear context.

What we're looking for

• 5-7 years in customer success, account management or implementation at a SaaS company.
• Working knowledge of Salesforce.
• Calm under pressure when a customer is angry.

Benefits

Salary: $4,400 to $5,200 per month

• Paid time off.
• Long-term engagement.
• Paid in USD.
• Annual rate review.

Let us know your current notice period and salary expectations.

Duration: 6 months. Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at El Paso Community Hospital.