Enterprise Customer Success Manager, Growth & Expansion

About the role

You own the strategic direction and execution for enterprise accounts, driving system-wide adoption and multi-department expansion from a single-department foothold. You will act as the executive-level thought partner for key clients, aligning Fullscript's platform capabilities with their strategic priorities and clinical growth initiatives. This role requires you to build and maintain deep relationships with C-suite stakeholders while translating complex platform functionality into clear value narratives for diverse departments. You will leverage data and insights to identify expansion opportunities, remove adoption barriers, and ensure clients achieve measurable outcomes from Fullscript's solutions. You are responsible for coordinating cross-functional teams to deliver seamless onboarding, training, and ongoing support that reinforces client trust and long-term retention. This position demands a proactive mindset, where you anticipate client needs, mitigate risks early, and continuously communicate strategic wins back to internal stakeholders. Ultimately, you will shape the trajectory of enterprise growth by turning platform usage into a durable competitive advantage for Fullscript and its partners.

Key facts

What you'll do

Develop and own a strategic account plan that defines multi-year expansion goals, key stakeholders, and value realization milestones for each enterprise client.

Lead executive-level conversations to uncover new use cases, departments, and service lines where Fullscript can deliver clinical and operational value.

Champion client success internally by coordinating with product, implementation, and sales teams to ensure alignment on priorities and timelines.

Analyze usage data and clinical outcomes to identify at-risk accounts, uncover expansion signals, and recommend targeted interventions.

Design and deliver tailored onboarding experiences that address the unique workflows, compliance requirements, and integration needs of enterprise environments.

Establish governance cadences, including quarterly business reviews and performance reviews, to track progress against agreed-upon success metrics.

Collaborate with marketing and product leadership to shape case studies, reference calls, and roadmap input based on enterprise feedback.

Manage change management initiatives that drive system-wide adoption across clinical, operational, and administrative functions.

Identify and pursue expansion opportunities within existing enterprise accounts, including new specialties, formularies, and service offerings.

Serve as the primary escalation handler for complex client issues, ensuring timely resolution and maintaining high levels of trust and transparency.

Build executive-level relationships that position Fullscript as a strategic partner in shaping the future of integrative and functional medicine delivery.

Document and communicate account health metrics, risks, and wins to leadership, enabling data-driven decisions for continued growth.

Requirements

Must reside in the United States.

Must be legally authorized to work in the United States and not require work authorization sponsorship by Fullscript.

Currently located in or willing to relocate to Manchester, New Hampshire.

Must have at least three years of previous experience in customer success, account management, or a client-facing role within the health technology or B2B software sector.

Experience managing enterprise-level accounts with complex stakeholder ecosystems is required.

Demonstrated ability to influence and negotiate with executive-level stakeholders in prior roles.

Proven track record of driving adoption and expansion within existing account portfolios.

Strong understanding of data analysis and interpretation to inform account strategy and decision-making.

Exceptional written and verbal communication skills with the ability to tailor messaging for diverse audiences.

Willingness to travel as required for client meetings, industry events, and internal trainings.

Nice to have

Experience in the integrative or functional medicine ecosystem is preferred.

Background in clinical nutrition, herbal medicine, or evidence-based supplement care is a distinct advantage.

Familiarity with healthcare compliance and data security standards relevant to patient information.

Understanding of EHR or LIS integrations and their implications for workflow design.

Experience working with distributed or hybrid cross-functional teams in a technology environment.

Practical notes

This role requires travel to client sites and industry events as needed.

Fullscript is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.