Customer Success Manager

Software Implementation or Project Management experience with digital health, health tech or healthcare provider. Effective communication skills (written, verbal, presentation). Demonstrated ability to manage concurrent complex deliveries in a dynamic, fast-paced environment. Highly organized and detail-oriented, yet flexible and comfortable with ambiguity. A bias for action and a passion for disruptive innovation. Passion for improving the way people care for their mental and physical health. Current or prior experience as an RN (nice to have).

Manage overall workflow and project management from inception to completion. Lead internal teams to deliver work within scope, timeline, and budget. Work cross-functionally with Commercial and Customer Success teams for knowledge transfer and customer experience. Define, oversee, and track action items, decisions, risks, and deliverables. Provide account walkthroughs and assist new customers with implementation. Communicate account setup requirements and expectations clearly. Educate customers on capabilities and best practices. Develop realistic project plans/schedules with internal and external partners. Leverage feedback for continuous improvement of the onboarding process. Develop a deep understanding of customer business and operational objectives. Monitor and review customer utilization and product adoption. Listen to customer information and ask clarifying questions for proper tool usage. Provide regular project updates to management, including risk mitigation plans and escalation of unexpected events. Maintain strong customer relationships and manage client expectations. Proactively identify opportunities for company process improvements.