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 Customer Success Engineer to join our team. This is a remote opportunity based out of the East coast of Canada.
Job Summary
The Customer Success Engineer (EAM) plays a key role in ensuring customers realize maximum value from Imprivata's solutions. This role combines technical expertise with customer engagement, serving as a trusted advisor to drive successful adoption, optimization, and long-term satisfaction. The CSE partners closely with customers, Customer Success Managers, Support, and Product teams to deliver proactive guidance, resolve technical challenges, and align solution capabilities with business goals.
Duties and Responsibilities
- Drive customer success by implementing best practices and ensuring maximum value from Imprivata's Enterprise Access Management solutions.
- Provide technical and application expertise to support adoption, optimization, and advanced training for customer teams.
- Collaborate with Product Management to share roadmap updates, communicate new features, and provide customer feedback to inform enhancements.
- Develop and maintain best-practice documentation, customer-facing resources, and enablement content for internal and external use.
- Act as a trusted advisor in customer engagements, addressing technical inquiries, troubleshooting issues, and identifying opportunities for improvement.
- Represent Imprivata as a solution expert in webinars, customer programs, and industry events.
- Partner cross-functionally with Customer Success Managers and other internal teams to align solutions with customer needs and business goals.
- Accurately document customer interactions and activities in relevant systems to track outcomes and ensure accountability.
- Other duties as assigned and required.
Qualifications
- Bachelor's degree in Computer Science, Engineering, or related technical field or equivalent experience
- 5+ years of technical, consulting, or system integration experience, ideally within healthcare IT. Previous admin experience in Enterprise Access Management (formerly Onesign) is a plus.
- Expertise in Microsoft Windows, Entra ID/Active Directory/LDAP, and application virtualization (Citrix, VMware, Microsoft RDS, IGEL, AVD).
- Hands-on experience with Identity Management, Single Sign-On, and enterprise or SaaS-based security technologies.
- Proven ability to serve as a technical subject matter expert and effectively communicate with executives and cross-functional teams.
- Proficiency with EHRs (Epic, Cerner, etc.).
- Familiarity with Imprivata Solutions (EAM/One Sign, Confirm ID, Clinical Workflows, etc.) is a plus.
- Fully proficient and fluent in French and English language, including complex technical discussions and technical language.
- Ability to travel about 25% of the time within Canada and the US.
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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What We Do
For more than two decades, Imprivata has been redefining how life- and mission-critical industries secure and manage digital identities. We empower healthcare and enterprise organizations to enable fast, compliant, and secure access to technology—allowing clinicians and staff to stay focused on what matters most: patient care and operational excellence.
Our digital identity platform is purpose-built for complex environments where every second counts and security can never take a back seat. From authentication and access management to device, application, and identity governance, Imprivata provides a unified approach that balances usability with protection.
Trusted by the world’s leading healthcare systems and enterprises in over 45 countries, we deliver solutions that improve efficiency, safeguard data, and drive digital transformation.
At Imprivata, our commitment goes beyond technology—we partner closely with our customers to ensure their success, every step of the way.
Why Work With Us
At Imprivata, every voice matters. We’re a global team driven by innovation, compassion, and collaboration. Together, we live our values—Raise the Bar, Own the Outcome, Stay Nimble, and Win Together—while making a real impact on healthcare, technology, and the communities we serve.
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Imprivata Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Imprivata offers a flexible hybrid work model with three in-office days and two remote. Collaboration is key, and schedules are coordinated with managers to balance flexibility and connection.
