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.
Job Summary
The Customer Success Manager I (CSM I) is responsible for engaging with the majority of Imprivata’s SMB customers at key points throughout the customer journey. The CSM is a part of a CSM team and collectively they drive value and additional customer outcomes. Our CSMs work cross-functionally within the organization to resolve customer satisfaction related issues and play a critical part of the signature experience we provide our customers. This role will maintain working relationships internally with teams such as Renewals, Support, Sales, and leadership. This role is responsible for meeting key metrics such as retention, adoption, satisfaction, and to identify opportunities for cross-sell and addons. CSMs, through their reactive and proactive engagements, encourage successful and healthy customer journeys and enhance partnerships providing life-long customers.
Duties and Responsibilities
- Monitor metrics to accelerate product adoption, influence engagement and identify opportunities for growth.
- Review customer analytics, including but not limited to: customer trends, on-time renewals, monthly active-usage, and NPS.
- Maintains excellent knowledge of product, customer journey expectations, issue resolution, and customer risk management
- Partner with renewals to protect and grow ARR for customer base through risk and renewals initiatives
- Manage customer engagements at scale through Salesforce case management, Gainsight workflows, calls, and organized email communication
- Communicate “voice of the customer” feedback to upper management and help drive strategic initiatives and program improvement.
- Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc.
- Identify opportunities to implement scalable programs which will efficiently and effectively drive customer outcomes at scale.
- Other duties as assigned and required.
Qualifications
- Bachelor’s degree in Business or related discipline.
- 1+ years’ experience in customer facing success, project management, or professional services role.
- Experience with Saas in healthcare or commercial.
- Knowledgeable with CRM systems, preferably SalesForce.com and Gainsight.
- Proficiency with O365 tools.
- Excellent organizational and time management skills including the ability to prioritize and multi-task activities across many customers.
- Aility to engage with C level executives and ability to take feedback from all levels.
- Ability to comprehend high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution, and identification of technical escalation points.
- Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
- Ability to work cross-functionally to bring key Imprivata functional areas together in order to solve customer requirements.
- Effective communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level.
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.
Skills Required
- Bachelor's degree in Business or related discipline.
- 1+ years experience in customer-facing success, project management, or professional services.
- Experience with SaaS in healthcare or commercial.
- Knowledgeable with CRM systems.
- Experience with SalesForce.com.
- Experience with Gainsight.
- Proficiency with O365 tools.
- Excellent organizational and time management skills, ability to prioritize and multi-task across many customers.
- Ability to engage with C-level executives and take feedback from all levels.
- Ability to comprehend high-level technical aspects of the product and identify technical escalation points.
- Excellent problem-solving skills and ability to navigate challenging situations professionally.
- Ability to work cross-functionally to solve customer requirements.
- Effective communication skills (presentation, written, and verbal) including executive-level presentations.
What the Team is Saying
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Imprivata Compensation & Benefits Highlights
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Healthcare Strength — Health coverage includes medical, dental, and vision plus company-funded HSA/HRA contributions toward deductibles, an EAP, and annual wellness reimbursements. These offerings indicate robust healthcare support.
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Parental & Family Support — Fully paid parental leave is described as available for birthing and non‑birthing parents, alongside a Care.com membership and benefits for domestic partners and dependents. These programs show strong support for a range of family needs.
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Retirement Support — A 401(k) with company match is available, together with bonus eligibility and an employee stock purchase plan. This combination supports long‑term financial planning.
Imprivata Insights
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.
