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%.
#LI-Remote #LI-SF1
Skills Required
- Bachelor's degree in business or equivalent relevant professional experience
- 6+ years of experience in Enterprise SaaS, Customer Success, or Strategic Account Management
- Experience building trusted relationships with senior customer stakeholders
- Track record of driving customer success, product adoption, and value realization
- Ability to understand high-level technical product capabilities and translate them into business solutions
- Ability to manage technical escalations and solve complex problems
- Ability to prioritize and manage multiple customer relationships
- Excellent communication, presentation, storytelling, and stakeholder-influence skills
- Excellent cross-functional collaboration skills
- Fluent German and English, written and spoken
- Experience with identity and access management, cybersecurity, or security operations solutions
- Healthcare industry experience
- Additional European languages
- Ability to travel up to 25%
What the Team is Saying
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Imprivata Compensation & Benefits Highlights
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Healthcare Strength — Medical coverage includes company funding of half the deductible via HSA/HRA alongside medical, dental, and vision options; feedback suggests healthcare is one of the stronger aspects of the package.
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Leave & Time Off Breadth — A flexible time-off policy is promoted rather than a fixed vacation bank, and feedback suggests this flexibility supports work-life balance in many teams.
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Parental & Family Support — Paid parental leave and caregiver resources via Care.com, plus dependent and domestic-partner coverage, indicate a family-oriented set of benefits that goes beyond basic insurance.
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.
