Manages strategic enterprise customers by developing success plans, driving product adoption and value realization, improving retention and renewals, and identifying expansion opportunities. Builds executive relationships, leads business reviews and solution assessments, monitors account health in Gainsight, coordinates cross-functional responses to escalations, and communicates customer insights to leadership. Requires fluent German and English and travel up to 25%.
Ready to join a team that’s all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.
We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what’s possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers.
When you join Imprivata, you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here.
We are seeking a Senior Strategic Customer Success Manager to join our team. This is a remote opportunity out of Germany.
Job Summary
The Senior Strategic Customer Success Manager (CSM) proactively manages a portfolio of strategic customers using Imprivata’s solutions. The role partners with customers to understand their business needs, drive value realization and product adoption, and align Imprivata’s solutions and services with their objectives.
The Senior Strategic CSM builds trusted relationships with senior customer stakeholders, leads strategic success planning, and identifies opportunities to strengthen customer outcomes and position relevant future investments. Working cross-functionally across Imprivata, the role coordinates responses to customer challenges and delivers a consistent, high-quality customer experience that supports satisfaction, retention, renewals, and growth. Success is measured by customer outcomes, satisfaction, ARR renewal attainment, and expansion within assigned accounts.
Duties and Responsibilities
- Own and proactively manage strategic customer relationships, driving customer value and long-term success.
- Develop and execute strategic customer success plans focused on product adoption, measurable value realization, retention, and long-term account growth.
- Build strategic relationships with senior stakeholders, align Imprivata’s solutions with customer objectives, drive customer value, and identify adoption and growth opportunities.
- Lead customer solution assessments and strategic business reviews, using data and insights to assess progress, make recommendations, and agree measurable next steps.
- Lead cross-functional collaboration with Sales, Professional Services, Support, Product, and technical and clinical teams to address strategic customer needs and resolve complex challenges.
- Monitor deployments, adoption, utilization, satisfaction, renewal status, and account health; maintain accurate account plans and records in Gainsight.
- Identify customer risks and escalations early, develop action plans, and coordinate stakeholders through resolution.
- Partner with Sales and Renewals to drive retention, identify growth opportunities and support ARR targets.
- Share customer insights, trends, risks, escalations, and recommendations with leadership; capture feedback and success stories to inform improvements and advocacy.
- Maintain ongoing customer engagement through relevant updates, upgrades, events, and other communications, and contribute to improvements in Customer Success processes and cross-functional collaboration.
- Other duties as assigned and required.
Required Qualifications
- Bachelor’s degree in business or equivalent relevant professional experience.
- 6+ years of experience in Enterprise SaaS, Customer Success or Strategic Account Management, preferably within healthcare.
- Experience with identity and access management (IAM), cybersecurity, or security operations solutions is highly preferred.
- Proven ability to build trusted relationships with senior customer stakeholders and align Imprivata’s solutions with customer objectives.
- Proven track record of driving customer success, product adoption, and value realization.
- 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, with the ability to prioritize and manage multiple customer relationships while navigating change and challenging situations professionally.
- Excellent communication, presentation and storytelling skills, with the ability to engage and influence senior stakeholders.
- Excellent cross-functional engagement skills, with the ability to bring internal teams together to address customer needs and deliver outcomes.
- Fluent German and English, both written and spoken. Additional European languages are an advantage.
- Ability to travel up to 25%.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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Imprivata Uxbridge, England Office
Imprivata European Headquarters Office
4 Longwalk, Stockley Park, Uxbridge, United Kingdom, UB11 1FE
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