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Plenful is a healthcare operations AI automation platform backed by $50M Series B funding from Notable Capital, Bessemer Venture Partners, TQ Ventures, and others. The company serves 100+ health systems, pharmacies, and healthcare organizations nationwide, helping them eliminate manual work, reduce administrative burden, and improve compliance.
As a Customer Success Account Manager, you'll join the Customer Experience team reporting to the Head of Customer Experience. This role combines account management, customer success, and project oversight with significant scope across implementation, support, retention, and expansion. You'll be a primary point of contact for customers from implementation kickoff through ongoing partnership, building lasting relationships while driving measurable business outcomes.
Key responsibilities include:
- Monitoring account health indicators, conducting usage and ROI analysis, leading business reviews, and visiting customers on-site
- Serving as the primary point of contact for customer implementations and relationship management
- Overseeing implementation projects for new use cases and collaborating with technical teams on configuration
- Identifying and pursuing contract expansion opportunities by matching customer needs to Plenful's offerings
- Setting standards for clear, responsive communication with customers and internally
- Leading data-driven analysis to improve customer service delivery and scale processes
The role is remote-first with meaningful office presence in San Francisco and New York. You'll have the opportunity to grow with the company as it scales, partnering across technical, commercial, and executive teams.
REQUIREMENTS:
- 3+ years in Account Management, Customer Success, Enterprise Sales, Management Consulting, or related field (ideally SaaS or healthcare technology)
- Demonstrated success managing customer relationships, driving adoption, hitting retention goals, and growing accounts
- Proficiency with CRM and customer success platforms (Salesforce experience preferred)
- Ability to analyze data and translate it into ROI metrics, decisions, and recommendations
- Experience running projects across multiple stakeholders and meeting deadlines
- Strong written and verbal communication skills with ability to influence stakeholders at all levels
- Problem-solving mindset with customer-first approach
- Ability to manage multiple accounts independently and prioritize effectively
- Genuine interest in healthcare and improving industry operations
- Comfort in fast-moving, early-stage environment with willingness to travel up to 25%
- Bonus: early-stage startup experience, familiarity with healthcare regulation (HIPAA, 340B, Prior Auth), BA/BS degree
