Enterprise, Customer Experience Manager (CXM)

Enterprise Customer Experience Manager (CXM)

About the Role

Prospyr is looking for an Enterprise Customer Experience Manager to own the ongoing success of our largest and most strategic customers.

This role sits at the intersection of customer success, account management, product adoption, and strategic partnership. You’ll develop deep relationships with enterprise customers, understand how their businesses operate, and ensure they are getting measurable value from Prospyr as they grow.

You’ll partner closely with Implementation, Support, Product, Engineering, and Sales while serving as the primary relationship owner for your accounts.

What You'll Own

Enterprise Customer Relationships

• Serve as the primary point of contact for a portfolio of enterprise and strategic customers.
• Build relationships with owners, executives, operators, and key stakeholders across customer organizations.
• Develop a deep understanding of each customer's business model, goals, workflows, and growth plans.
• Establish regular customer cadences including check-ins, business reviews, and strategic planning conversations.

Adoption & Customer Outcomes

• Drive adoption of Prospyr across locations, providers, and teams.
• Identify underutilized features and develop plans to increase adoption.
• Help customers optimize workflows across scheduling, payments, communications, reporting, marketing, AI, and other Prospyr capabilities.
• Connect customer objectives to measurable outcomes within the platform.

Retention & Expansion

• Proactively identify customer health and churn risks before they become escalations.
• Develop and execute retention plans for at-risk enterprise customers.
• Identify opportunities for additional products, locations, users, and services.
• Partner with leadership and Sales on renewals and expansion opportunities.
• Maintain clear visibility into account health, risks, opportunities, and next steps.

Customer Advocacy

• Represent the voice of enterprise customers internally.
• Consolidate customer feedback and work with Product and Engineering to identify high-impact improvements.
• Coordinate escalations across internal teams and maintain customer communication through resolution.
• Help customers understand new releases and capabilities relevant to their business.

What Success Looks Like

• Strong enterprise customer retention and GRR.
• Expansion and NRR growth across the enterprise portfolio.
• High adoption of core and add-on Prospyr capabilities.
• Risks are identified and addressed proactively rather than after a customer decides to leave.
• Enterprise customers view Prospyr and their CXM as strategic partners in their growth.
• Customer needs are communicated internally with clear context, business impact, and prioritization.

What We're Looking For

• 4+ years of Customer Success, Account Management, or Enterprise SaaS experience.
• Experience managing complex or multi-location customers.
• Strong executive communication and relationship-management skills.
• Ability to understand operational workflows and translate business problems into solutions.
• Comfortable navigating escalations and coordinating across Product, Engineering, Support, and Sales.
• Commercial mindset with experience identifying retention and expansion opportunities.
• Organized, proactive, and comfortable managing multiple strategic accounts simultaneously.
• Healthcare, medical aesthetics, wellness, EMR, or vertical SaaS experience is a plus.

Role Philosophy

This is not a traditional reactive account-management role.

The Enterprise CXM should understand where the customer is going, what could prevent them from getting there, and how Prospyr can help them grow.