Senior Customer Success Manager, Health Systems
New
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The Health Management AcademyHealthcare SaaS
Remote, but not distant from customers. This role can be based anywhere in the United States within reasonable access - approximately one hour - to a major commercial airport., Central or Eastern Time is preferred.Full-TimeSenior
Salary$130,000 - $150,000 USD
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Job Details
- Experience
- 6-9 years of relevant experience, including 3-5 years personally leading complex healthcare or enterprise technology implementations.
- Required Skills
- Project ManagementData AnalysisStakeholder managementChange ManagementCustomer Success
Requirements
- 6-9 years of relevant professional experience.
- 3-5 years of experience leading complex healthcare or enterprise technology implementations.
- Direct experience working with hospitals or health systems through healthcare SaaS, consulting, or clinical transformation.
- Proven ability to manage executive-level relationships and facilitate steering conversations.
- Strong skills in change management, including diagnosing resistance and activating champions.
- Operational rigor in creating plans, tracking dependencies, and managing risk logs.
- Proficiency in data analysis to guide adoption and identify customer health trends.
- Technical fluency to discuss integrations, data requirements, and authentication with IT teams.
- Ability to work in an early-stage environment with evolving processes.
- Excellent written and verbal communication skills.
- Ability to travel approximately 30-50% for customer implementations and launches.
Responsibilities
- Lead health-system implementations end to end, from sales handoff through go-live and sustained adoption.
- Drive frontline adoption by understanding nurse manager workflows and creating practical programs.
- Build and maintain credibility with executive sponsors including CNOs, CNEs, and IT partners.
- Establish success plans, define measurable outcomes, and monitor product engagement and customer health.
- Facilitate executive kickoffs, manager training, and onsite launch activities.
- Identify issues, manage escalations, and coordinate across product and engineering teams.
- Build the customer-success operating system, including implementation plans, reporting rhythms, and playbooks.
- Gather and provide structured product insights based on customer feedback.
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