Job Description
About the Role The Associate Partner Customer Success is the commercial and executive owner of post-sale customer relationships. This role is accountable for renewals, expansion, value realization, and executive trust across a portfolio of enterprise healthcare customers. The Associate Partner Customer Success operates as a post-sale Account Executive who owns the account narrative, driving measurable business outcomes, and translating platform capabilities into financial, clinical, and operational value for senior customer stakeholders. A Day in the Life 1. Commercial Ownership (Renewals & Expansion) Directly accountable for Net Revenue Retentions (NRR), renewal forecast accuracy, expansion pipeline progressions across assigned accounts, and account retention. Drive expansion strategy and deal orchestration, partnering with Sales where required. Identify, qualify, and progress expansion opportunities based on customer value realization, not feature adoption. Maintain a forward-looking account growth plan tied to customer business priorities. 2. Executive Relationship & Value Leadership Serve as the primary executive contact for customer leadership (VP, SVP, C-suite). Lead executive QBRs focused on outcomes, ROI, and strategic roadmap alignment. Articulate value in the language of: Cost efficiency Quality improvement Clinical outcomes Operational scalability Ensure value realization narratives directly support renewal and expansion decisions Build trust by demonstrating deep understanding of payer, provider, and healthcare operations. 3. Strategic Account Management Own the account strategy, including stakeholder mapping, success plans, and risk mitigation. Accountable for ensuring delivery outcomes, aligned to contractual commitments and executive expectations, including surfacing risks early and driving corrective actions through delivery teams. Translate customer goals into clear priorities for internal teams. Partner with Customer Engineering Managers (CEMs) to
