Executive Customer Success Manager, Growth & Expansion

The Role

By leveraging a personalized, consultative, and strategic approach, the ECSM will help accounts align their operational goals with Fullscript's capabilities — ensuring immediate value from onboarding and continued, compounding growth across the account. The ECSM will be responsible for achieving key performance and expansion metrics, including prescribing practitioner growth, ordering patients, account-level revenue growth, and new departments/specialties activated.

What You'll Do

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 account's 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 specialty's priorities

Executive Relationship Management & Account Growth

Position Fullscript's 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 platform's 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 account's broader network needs internally to shape Fullscript's approach to future enterprise growth

What You Bring

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 Fullscript's 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