Note: The job is a remote job and is open to candidates in USA. Parachute Health is transforming post-acute care as the leading digital ordering platform for medical equipment and supplies. The Enterprise Customer Success Specialist role focuses on supporting senior Customer Success Managers in managing high-stakes accounts, preparing executive business reviews, and ensuring effective communication with stakeholders.
Responsibilities
- Own the preparation process for quarterly EBRs across the Enterprise CS portfolio — pulling usage data, assembling slide templates, and ensuring CSMs have everything they need to walk in ready
- Coordinate logistics for EBRs: scheduling across complex stakeholder calendars, managing virtual meeting setup, and sending pre-read materials
- Draft and refine EBR decks in collaboration with the CSM, incorporating product adoption data, customer milestones, and forward-looking recommendations
- Capture action items and decisions from EBRs and ensure they are documented, assigned, and followed up on
- Draft follow-up emails, meeting recaps, and stakeholder updates on behalf of Enterprise CSMs after key customer interactions
- Track open commitments across the portfolio — items the CSM or internal teams have promised to customers — and flag anything at risk of slipping
- Help maintain stakeholder maps and contact records for enterprise accounts, ensuring CRM data reflects current organizational structures
- Support CSMs in preparing for renewal conversations and account check-ins by summarizing recent account activity, open issues, and relevant product updates
- Coordinate cross-functional requests on behalf of customers — routing escalations to Support, following up with Implementation on open items, and keeping CSMs informed
- Maintain accurate and up-to-date account records in HubSpot, including notes from customer interactions, health score updates, and task tracking
- Monitor basic health signals across the portfolio and flag anomalies or inactivity to the CSM proactively
- Help build and maintain account-specific resources — onboarding summaries, success plan trackers, and renewal timelines
- Compile account histories and briefing documents when new stakeholders are introduced or accounts undergo transitions
- Support the broader CS team with process improvements — identifying repetitive tasks that could be templatized or streamlined
- Contribute to the development and maintenance of EBR templates, account plan frameworks, and follow-up playbooks
- Help onboard new Enterprise CSMs by maintaining documentation and orientation materials
- Assist with customer advocacy coordination — tracking reference requests, case study status, and customer event participation
Skills
- 1–3 years of experience in a customer-facing, account support, or coordination role — at a SaaS company or in a healthcare operations environment
- Exceptional organizational skills and the ability to manage multiple workstreams across several senior team members simultaneously
- Strong written communication — you can draft a crisp, professional customer email or executive recap without a lot of back-and-forth
- Close attention to detail, especially when preparing customer-facing materials like slide decks or meeting summaries
- Comfortable working with ambiguity and shifting priorities in a fast-paced, remote environment
- Proactive by nature — you notice what needs to happen before being asked
- Proficiency with standard business tools: slide software (PowerPoint or Google Slides), CRM basics (HubSpot a plus), and video conferencing
- Bachelor's degree in Business, Communications, Healthcare Administration, or a related field — or equivalent experience
- Familiarity with the HME, DME, or home health industry — or a genuine interest in learning it
- Prior experience supporting senior account managers, CSMs, or client-facing teams in a coordinator role
- Exposure to customer success platforms or CRM tools used in a post-sale context
- Experience preparing executive-level presentations or business review materials
Benefits
- Medical, Dental, and Vision Coverage: Comprehensive plans with options for low-to-no-cost premiums
- Employer HSA Contribution: Company-funded contributions to your Health Savings Account
- 401(k) Retirement Plan
- Equity Incentive Plan
- Annual Company-Wide Bonus: Opportunity for up to 15% bonus based on company performance
- Remote-First Culture: We are remote-first with a dedicated NYC office and reimbursement options for co-working spaces
- Flexible Vacation Policy
- Summer Fridays: 5 additional Fridays off during the summer (separate from PTO)
- Home Office and Wellness Stipend
- Monthly Internet Stipend
- Annual Learning and Development Stipend
Company Overview