[Remote] Enterprise Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Avive Solutions, Inc. is a growth stage Automated External Defibrillator (AED) company focused on saving lives through innovative technology. They are seeking an Enterprise Customer Success Manager to manage and grow relationships with strategic customers, ensuring operational success and driving adoption of their platform and hardware.ResponsibilitiesOwn a portfolio of enterprise customers, acting as the primary point of contact post-saleBuild and maintain relationships with key stakeholders, including executive leadershipDrive alignment on goals, expectations, and success criteriaEnsure customers are fully deployed, adopted, and operationalMonitor account health and proactively address risksDrive usage, engagement, and overall platform and hardware adoptionPartner with customers to improve operational readiness and outcomesLead Quarterly Business Reviews (QBRs) and annual reviewsProvide data-driven insights and recommendations to customersIdentify opportunities for expansion and partner with Sales to executeManage renewals for assigned accounts and drive retentionIdentify and mitigate risks early, including product, operational, or relationship challengesAct as the quarterback during escalations, coordinating cross-functional resourcesEnsure timely resolution and clear communication with customersPartner with Support to ensure strong issue resolution and customer experienceProvide feedback to Product and Engineering based on customer insightsWork closely with Sales on expansion opportunities and account strategyLead and support onsite deployments for strategic customers, ensuring successful setup, training, and initial adoptionGuide customers in effectively using the platform, including account structure, user management, and system navigationMonitor and drive ongoing system health and readiness, ensuring customers remain fully operationalIdentify opportunities for growth based on usage, gaps, and customer goals, and partner with Sales to executeOwn renewal strategy and execution, proactively managing risk and aligning with customer timelines and objectivesAct as the central point of coordination during escalations, ensuring clear communication and timely resolution across teamsSkills5+ years of experience managing enterprise or strategic accountsExperience in SaaS, healthcare, public safety, or other mission-critical environmentsExperience supporting hardware + software platformsExperience working with Federal Government (FedGov) and/or SLED (State, Local, Education) customersExperience working in a high-growth or startup environmentBackground partnering closely with Sales on expansion and revenue growthWillingness and ability to travel 25–50% for customer onsite engagements, deployments, and industry conferencesCompany OverviewAvive Solutions, Inc. It was founded in 2017, and is headquartered in Brisbane, California, USA, with a workforce of 51-200 employees. Its website is https://www.avive.life.