Customer Success Manager II, International Uxbridge, England

Ready to join a team that’s all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely. We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what’s possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers. When you join Imprivata, you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here.

The Customer Success Manager II (CSM) is responsible for proactive and reactive engagement with small and medium-sized customers across EMEA and APAC, guiding them toward optimal value from their Imprivata solutions. This role focuses on improving customer outcomes—such as retention, adoption, satisfaction, and growth—while leveraging a digital scaled program for support. The CSM will identify strategic opportunities to build partnerships across diverse regions, considering cultural and business nuances. They must work cross-functionally to resolve customer issues, deliver a signature customer experience, and drive full renewals and product expansion. Additionally, the CSM maintains solid relationships with internal teams and represents the voice of the customer across the organization.

Duties and Responsibilities

• Collaborate with North America CSMs to support the digital-first scaled success portal queue and related workflows.
• Maintain sound knowledge and effective use of tools supporting customer engagements, product roadmaps, at-risk plans, and issue management.
• Work cross-functionally to protect ARR and identify opportunities for ARR growth through reactive and proactive efforts.
• Partner with sales and channel teams supporting international customers to enhance experiences and drive cross-sell and growth.
• Identify and manage at-risk customers using regional insights to prevent churn or reduction.
• Adopt team and personal goals focused on customer experience, satisfaction, product adoption, and identifying growth opportunities.
• Monitor and evaluate customer analytics such as engagement, renewals, product usage, and NPS.
• Identify add-on and cross-sell opportunities and partner with renewals, sales, and partners to execute them, while communicating customer feedback to leadership and product teams.
• Identify opportunities to implement scalable programs which will efficiently and effectively drive customer outcomes at scale.
• Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc.
• Other duties as assigned and required.

Required Qualifications

• Bachelor's degree in business or related discipline.
• 1-2+ years’ experience in Customer Success Management or similar roles.
• Proven self-starter with a track record in driving customer success and aligning complex solutions across executive and departmental stakeholders.
• Skilled in engaging with Executives and incorporating feedback from all organizational levels.
• Proficient with Salesforce, Gainsight, and Microsoft Office.
• Capable of comprehending high-level technical concepts, providing business and technical guidance, and identifying escalation needs.
• Excellent problem-solving, organization, communication, and cross-functional collaboration skills, with the ability to manage multiple customers effectively.

At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!

Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.