Executive Customer Success Manager, Growth & Expansion

Account Onboarding & Expansion Strategy

• Design tailored onboarding strategies that address the unique needs of multi-location and multi-department organizations ensuring consistent implementation across all locations

• Map the accounts full organizational structure departments service lines and affiliated/member practices to identify and prioritize the highest-value expansion targets beyond the initial contract

• Build and execute a multi-year account growth plan that converts a single-department contract into a system-wide multi-specialty partnership

• Translate department-level pilot results into a business case for expansion tailored to each new department or specialtys priorities

Executive Relationship Management & Account Growth

• Position Fullscripts value technology and buyer needs to multiple stakeholders including C-level executives medical finance and operations via virtual and in-person discovery meetings training and business reviews

• Serve as the primary and trusted advisor for expansion conversations building relationships with the executives service line directors and clinical leadership who control expansion into new specialties departments or affiliated practices

• Monitor accounts for key milestones such as platform adoption rates and revenue growth to identify opportunities that deepen engagement foster long-term partnerships and position underutilized Fullscript features to increase value and revenue

• Navigate complex matrixed governance and procurement processes to secure buy-in and agreements for new departmental rollouts

Relationship Management Enablement & Cross-Functional Execution

• Collaborate with internal stakeholders (executive medical marketing support and data teams) and external stakeholders to create shared goals including increasing patient engagement streamlining workflows and driving platform usage

• Coordinate training sessions for practitioners and staff including live demos walkthroughs and ongoing education programs to ensure users understand and maximize the platforms value

• Partner with clinical liaisons marketing and implementation teams to replicate successful playbooks into new specialties and departments within the same account

• Assist with the integration of Fullscript into existing workflows such as EHR systems tooling and catalog customization while identifying opportunities for further efficiency

Pipeline Ownership Reporting & Insights

• Maintain a deep current understanding of accounts in pipeline timelines progress metrics financial overview challenges and risk mitigation alongside a clear department-by-department expansion pipeline including stakeholder maps and revenue potential

• Prepare and deliver regular executive-level updates and business reviews to internal leadership and account stakeholders articulating value delivered to date and the case for expansion

• Share product feedback from clients troubleshoot issues escalate product requests and bugs and represent the accounts broader network needs internally to shape Fullscripts approach to future enterprise growth

• Customer-focused and strategic with a strong ability to build and grow relationships with key stakeholders including C-suite executives service line directors and multi-stakeholder buying committees

• Proven experience managing and expanding complex enterprise accounts as an Account Manager Key Account Manager Sales Account Manager or similar with a demonstrated track record of growing a single-department or single-location contract into a multi-department system-wide partnership

• Understanding of the US medical systems health system/MSO organizational structures governance and procurement processes and an appreciation for integrative and functional medicine

• Strategic account planning and stakeholder-mapping skills this is a growth- and expansion-focused role not solely a support/satisfaction-focused one

• Proficiency in Fullscripts value proposition and platform delivering client-focused solutions based on customer needs

• Excellent listening negotiation executive communication and presentation abilities

• Strong verbal and written communication skills and cross-functional orchestration skills

• Ability to thrive in a fast-paced multitasking environment where change is the norm

• Proficiency in CRM and sales software such as Salesforce and Gong and strong analytical skills