Enterprise Customer Success Manager – Louisiana State Lead

About the role

Impruvon is seeking an Enterprise Customer Success Manager to lead its medication‑management program across the state of Louisiana. Reporting to the Customer Experience team, you will drive implementation, adoption and expansion of the platform for long‑term‑care providers, ensuring high‑quality outcomes for vulnerable populations.

Key responsibilities

• Own the strategic direction of the Louisiana enterprise program, managing relationships with agency leaders, executive sponsors, clinical and provider executives.
• Lead large‑scale deployments, including program planning, cross‑functional coordination with Product, Engineering and Operations, platform configuration, quality‑assurance testing and go‑live execution.
• Provide full‑stack customer success support covering software, hardware and services, and oversee post‑implementation optimization.
• Deliver executive‑level communications such as quarterly business reviews, performance reports and program updates.
• Represent enterprise customer needs to Product and Engineering, capture feedback and influence the product roadmap.
• Monitor key success metrics—adoption, health, satisfaction and ROI—and drive continuous improvement.
• Lead and mentor a team of 1‑3 In‑State Customer Success Managers, acting as the primary escalation point for complex provider issues.

Required profile

• Proven experience leading customer success or program management initiatives in healthcare or government settings.
• Strong ability to build and maintain executive relationships across multiple stakeholder levels.
• Demonstrated leadership and people‑management skills, with experience supervising a small team.
• Excellent communication and presentation abilities for executive audiences.

Required skills

• Program planning and coordination
• Cross‑functional collaboration with product, engineering and operations teams
• Platform configuration and quality‑assurance processes
• Go‑live execution and post‑implementation optimization
• Data‑driven performance reporting and ROI analysis

What we offer

• Opportunity to make a meaningful impact on medication safety for vulnerable populations.
• Collaborative, family‑like culture that values empathy and innovation.
• Remote work flexibility.
• Competitive compensation and benefits package.