Enterprise Customer Success Specialist

This is a relationship-support role, not a data-entry role. You'll be embedded in the Enterprise CS team, partnering closely with senior CSMs to ensure no detail slips through the cracks on high-stakes accounts. From preparing executive business reviews to drafting follow-up communications and tracking open action items, you're the person who makes the team look polished and on top of it — because you genuinely are.

This role is a strong launchpad for someone who wants to grow into a full CSM position, particularly in enterprise or healthcare SaaS.

Executive Business Review (EBR) Support

• Own the preparation process for quarterly EBRs across the Enterprise CS portfolio — pulling usage data, assembling slide templates, and ensuring CSMs have everything they need to walk in ready.
• Coordinate logistics for EBRs: scheduling across complex stakeholder calendars, managing virtual meeting setup, and sending pre-read materials.
• Draft and refine EBR decks in collaboration with the CSM, incorporating product adoption data, customer milestones, and forward-looking recommendations.
• Capture action items and decisions from EBRs and ensure they are documented, assigned, and followed up on.

Account Follow-Through & Stakeholder Communications

• Draft follow-up emails, meeting recaps, and stakeholder updates on behalf of Enterprise CSMs after key customer interactions.
• Track open commitments across the portfolio — items the CSM or internal teams have promised to customers — and flag anything at risk of slipping.
• Help maintain stakeholder maps and contact records for enterprise accounts, ensuring CRM data reflects current organizational structures.
• Support CSMs in preparing for renewal conversations and account check-ins by summarizing recent account activity, open issues, and relevant product updates.
• Coordinate cross-functional requests on behalf of customers — routing escalations to Support, following up with Implementation on open items, and keeping CSMs informed.

Account Health & Documentation

• Maintain accurate and up-to-date account records in HubSpot, including notes from customer interactions, health score updates, and task tracking.
• Monitor basic health signals across the portfolio and flag anomalies or inactivity to the CSM proactively.
• Help build and maintain account-specific resources — onboarding summaries, success plan trackers, and renewal timelines.
• Compile account histories and briefing documents when new stakeholders are introduced or accounts undergo transitions.

Team & Process Support

• Support the broader CS team with process improvements — identifying repetitive tasks that could be templatized or streamlined.
• Contribute to the development and maintenance of EBR templates, account plan frameworks, and follow-up playbooks.
• Help onboard new Enterprise CSMs by maintaining documentation and orientation materials.
• Assist with customer advocacy coordination — tracking reference requests, case study status, and customer event participation.

Requirements

• 1–3 years of experience in a customer-facing, account support, or coordination role — at a SaaS company or in a healthcare operations environment.
• Exceptional organizational skills and the ability to manage multiple workstreams across several senior team members simultaneously.
• Strong written communication — you can draft a crisp, professional customer email or executive recap without a lot of back-and-forth.
• Close attention to detail, especially when preparing customer-facing materials like slide decks or meeting summaries.
• Comfortable working with ambiguity and shifting priorities in a fast-paced, remote environment.
• Proactive by nature — you notice what needs to happen before being asked.
• Proficiency with standard business tools: slide software (PowerPoint or Google Slides), CRM basics (HubSpot a plus), and video conferencing.
• Bachelor's degree in Business, Communications, Healthcare Administration, or a related field — or equivalent experience.

Strongly Preferred

• Familiarity with the HME, DME, or home health industry — or a genuine interest in learning it.
• Prior experience supporting senior account managers, CSMs, or client-facing teams in a coordinator role.
• Exposure to customer success platforms or CRM tools used in a post-sale context.
• Experience preparing executive-level presentations or business review materials.

• Medical, Dental, and Vision Coverage: Comprehensive plans with options for low-to-no-cost premiums
• Employer HSA Contribution: Company-funded contributions to your Health Savings Account
• 401(k) Retirement Plan
• Equity Incentive Plan
• Annual Company-Wide Bonus: Opportunity for up to 15% bonus based on company performance
• Remote-First Culture: We are remote-first with a dedicated NYC office and reimbursement options for co-working spaces
• Flexible Vacation Policy
• Summer Fridays: 5 additional Fridays off during the summer (separate from PTO)
• Home Office and Wellness Stipend
• Monthly Internet Stipend
• Annual Learning and Development Stipend

$90,000-$120,000