Enterprise Customer Success Manager

PatientIQ is a fast-growing health tech company on a mission to improve patient outcomes. We partner with healthcare providers, medical device companies, and researchers to collect, analyze, and act on patient-reported outcomes data at scale — powering smarter clinical decisions and accelerating the future of value-based care.

Headquartered in Chicago and backed by top-tier venture capital and major health system investors, PatientIQ is building the largest platform for healthcare providers, industry partners, and researchers to collaborate on what matters most: helping patients get better.

The PatientIQ Customer Success Manager (CSM) owns the success, retention and growth of PatientIQ clients by helping clients get the most out of the PatientIQ product, network and services. The CSM serves as the main point of contact post implementation, driving value by helping clients improve data collection and workflow and use the data collected to achieve their goals.

In addition to owning post-implementation customer success and retention across a portfolio of accounts, the CSM serves as a strategic customer advocate, partnering cross-functionally with product and development teams at PatientIQ to share customer feedback and insights that inform ongoing platform improvements.

• Build and maintain long-term relationships with key customer executives, product owners, and others, within a geographic territory

• Coordinate, develop, and deliver quarterly business reviews to customers to show progress, value, and growth potential
• Maintain a positive geographic territory net revenue retention
• Act as the SME on the PatientIQ platform and help our customers leverage our internally developed resources, best practices, and processes to achieve their goals
• Work cross-functionally with the implementations team, as well as product and engineering teams to continuously provide feedback on customer needs to inform the future product roadmap and development strategy
• Maintain and regularly update the PatientIQ product documentation and internal wikis
• Support PatientIQ sales operations and help identify areas where we can grow our offerings and solve new customer problems
• Support and facilitate customer renewals, amendments and new product opportunities in coordination with the sales team

Required

• Bachelor’s Degree or MBA in a related field
• 6+ years in account management, customer success management role 
• At least 3+ years of experience in healthcare, health-tech, or experience working in the medical industry
• Excellent organizational and communication skills and the ability to handle multiple projects simultaneously
• Ability to prioritize tasks, regularly communicate progress, and meet established deadlines
• Must have a solid technical aptitude for email, calendaring and working with shared documents
• Collaborative mindset to effectively work across internal teams across PatientIQ
• Ability to travel at least 25% annually
• Proficient in all Microsoft Office Suite products (Word, Excel, Powerpoint)

Nice to have

• Experience with a CRM and other tools for tracking customer communication, knowledge management and support tickets
• Experience leveraging AI-powered tools (e.g., generative AI, analytics, automation, or predictive insights) to improve customer engagement, reporting, workflow optimization, or decision-making
• Familiarity with AI-driven analytics, data visualization, or business intelligence tools used to surface insights from customer data
• Basic understanding of SQL and interacting with production software databases

• Mission-driven work. We're solving a hard problem that matters — improving patient outcomes through better data. Every person here is working on something real.
• True idea meritocracy. Great ideas win, regardless of title. We encourage every team member to challenge the status quo.
• World-class team. You'll work alongside people who are at the top of their fields in health tech, enterprise software, and clinical science.
• Fast-growing. We're building the largest platform for healthcare providers and industry to collaborate — and we're just getting started.
• Great benefits. Top-notch health, dental, and vision. 401(k). Flexible PTO — we trust you to take the time you need. Professional development stipends.
• Real ownership. This is not a role where you maintain someone else's playbook. You'll build, shape strategy, and see your impact directly.