Enterprise Customer Success Specialist

Parachute Health is transforming post-acute care as the leading digital ordering platform for medical equipment and supplies. We connect major health systems, health plans, and suppliers to help patients get the life-saving products they need at home. Since launching, we've connected 300,000 clinicians and 3,000 supplier locations across all 50 states and helped 15M patients. What started as a DME ePrescribing tool has become the order management platform of choice for home medical equipment.

Join our team and make a difference in patient care.

About the Role

This is a relationship-support role, not a data-entry role. You'll be embedded in the Enterprise CS team, partnering closely with senior CSMs to ensure no detail slips through the cracks on high-stakes accounts. From preparing executive business reviews to drafting follow-up communications and tracking open action items, you're the person who makes the team look polished and on top of it — because you genuinely are.

This role is a strong launchpad for someone who wants to grow into a full CSM position, particularly in enterprise or healthcare SaaS.

What You'll Do

Executive Business Review (EBR) Support

• 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.
  
  

Account Follow-Through & Stakeholder Communications

• 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.
  
  

Account Health & Documentation

• 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.
  
  

Team & Process Support

• 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.
  
  

What We're Looking For

Requirements

• 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.
  
  

Strongly Preferred

• 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
  
  

Base Salary Band (based on experience and level)

$90,000-$120,000

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We are proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

This role is not eligible for employer visa sponsorship. Applicants must be legally authorized to work in the United States at the time of application and for the duration of employment. The Company does not sponsor employment authorization for this position.