Enterprise Customer Success Manager – New Mexico State Lead

About the role

Impruvon is seeking an Enterprise Customer Success Manager to lead its medication‑management program across the state of New Mexico. Reporting to the Customer Experience team, you will be responsible for successful implementation, adoption, and expansion of the platform with healthcare providers and government partners.

Key responsibilities

• Own the strategic direction and overall success of the New Mexico program, coordinating with agency leadership, executive sponsors, and clinical teams.
• Lead large‑scale deployments, including program planning, cross‑functional collaboration with Product, Engineering, and Operations, platform configuration, QA, go‑live execution, and post‑implementation optimization.
• Drive enterprise adoption and measurable outcomes, delivering executive‑level communications such as quarterly business reviews, performance reports, and program updates.
• Represent enterprise customer needs to Product and Engineering, influencing roadmap priorities.
• Manage a team of 1–3 In‑State Customer Success Managers, serving as the primary escalation point for complex provider challenges.

Required profile

• Proven leadership and people‑management experience, preferably overseeing a small team of customer success professionals.
• Strong program‑management skills with a track record of delivering complex healthcare or government initiatives.
• Excellent stakeholder‑management abilities across multiple organizational levels, including executives, administrators, and clinical leaders.
• Demonstrated ability to achieve measurable ROI, adoption rates, and satisfaction metrics.

Required skills