Enterprise Customer Experience Manager (SaaS)

Location: Remote

Company

A SaaS platform providing capabilities for scheduling, payments, communications, reporting, marketing, and AI.

What you will do

• Serve as the primary relationship owner for a portfolio of enterprise and strategic customers.
• Build relationships with executives, owners, operators, and key stakeholders while understanding customer business models, workflows, and growth plans.
• Drive adoption across customer locations, providers, and teams, including underutilized features and add-on capabilities.
• Identify customer health and churn risks, develop retention plans, and support renewals and expansion opportunities.
• Represent enterprise customer needs internally and coordinate feedback, escalations, releases, and improvements with Product, Engineering, Support, Implementation, and Sales.
• Maintain account health visibility and connect customer objectives to measurable platform outcomes.

Requirements

• 4+ years of experience in Customer Success, Account Management, or enterprise SaaS.
• Experience managing complex or multi-location customers.
• Strong executive communication and relationship-management skills.
• Ability to understand operational workflows and translate business problems into solutions.
• Comfort navigating escalations and coordinating across Product, Engineering, Support, and Sales.
• Commercial mindset, strong organization, and the ability to manage multiple strategic accounts simultaneously.

Nice to have

• Experience in healthcare, medical aesthetics, wellness, EMR, or vertical SaaS.

Culture & Benefits

• Fully remote work format.
• Strategic, proactive customer partnership rather than reactive account management.
• Cross-functional collaboration with Implementation, Support, Product, Engineering, and Sales.