Customer Experience Account Manager

Join Our Growing Team!

As an early Customer Experience team member, you can help us shape best practices for customer implementation, support, retention, loyalty, and expansion in close partnership with our Head of Customer Experience. Your responsibilities will expose you to a breadth of company needs as you collaborate cross-functionally with our technical, commercial, and executive teams. As the company grows, this critical role has significant growth potential. This is a unique experience to join a funded startup and see first-hand how a company is built.

What You'll Do

• Customer Satisfaction : Proactively monitor account health indicators and engage customers, including regular usage / ROI analysis, business reviews, and on-site customer visits.
• Customer Relationship Management : Serve as the primary point of contact for customers, starting at their implementation kick-off call. Build and maintain strong, long-lasting client relationships to ensure satisfaction and loyalty.
• Project Management : Oversee and track the progress of customer implementations for new use cases. Work closely with technical team members on back-end configuration to ensure customer success.
• Expansion Opportunities : Proactively identify and pursue opportunities for contract expansion by understanding customer needs, aligning them with Plenful offerings, and determining new statement of work terms.
• Communication Excellence : Set a high standard for clarity, responsiveness, and professionalism in all customer interactions. Lead internal process improvement related to customer communication.
• Strategic Optimizations : Lead data-driven optimization efforts and analysis to help us better serve our customers and put in the best processes to ensure scalability.

What You Bring

3+ years in Account Management, Customer Success, Enterprise Sales, Management Consulting, or a related field, ideally in SaaS, healthcare technology, or healthcare

Familiarity with healthcare operations and regulatory compliance (e.g., HIPAA, 340B Drug Pricing, Prior Auth)

Demonstrated ability to successfully coordinate and manage projects across multiple stakeholders, ensuring objectives are met on time and according to customer expectations

A genuine interest in healthcare and making the industry more efficient

BA / BS degree

Plenful Perks

Hybrid Workplace

Plenful is headquartered in San Francisco, with an east coast office in New York City. CX hires in SF and NYC are expected to work in-office three days per week. Outside of these hubs, we're remote-first. At this time, we are currently prioritizing candidates based on the West Coast or Mountain Time for this role.