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EMR Success Manager

1 month ago
Anywhere
Full-time
Lead
Customer Success Manager
Project and Program Management
HIPAA
Apply Now
BillionToOne

BillionToOne

BillionToOne is a precision diagnostics company revolutionizing disease detection with single base pair accuracy, making molecular diagnostics accessible and efficient for all.

Pharmaceuticals
251-1K
Founded 2016
$296M raised
View All Jobs 80

Description

  • Lead, coach, and develop the EMR Success team responsible for implementations and ongoing client support.
  • Establish operating rhythms for intake, prioritization, escalation, customer communications, and post-mortems.
  • Ensure customers are successfully implemented and supported throughout the full EMR integration lifecycle.
  • Oversee workflow assessment, rollout planning, training and change management, go-live support, and post-go-live planning.
  • Lead triage of integration issues and changes, with clear ownership and resolution paths.
  • Partner with internal technical teams to unblock dependencies and resolve IT project requests.
  • Develop clear playbooks and scalable documented processes for EMR implementation and support.
  • Build metrics and reporting for customer health, backlog, SLA performance, go-live readiness, and recurring issues.
  • Serve as a liaison across Sales and external stakeholders to improve onboarding and customer experience.
  • Educate internal and external partners on EMR integration processes and best practices.

Requirements

  • 5+ years of experience in EMR integrations, interoperability, healthcare IT, lab systems, or related domains.
  • 3+ years of experience leading teams and scaling cross-functional programs.
  • Experience leading a customer-facing technical or support team with people management and performance management responsibilities.
  • Strong background in healthcare integration or program delivery, including EMR implementations, portals, or similar work.
  • Proven project or program management experience managing timelines, customers, and schedules.
  • Ability to work cross-functionally and manage stakeholder expectations internally and externally.
  • Strong technical aptitude and comfort triaging issues in ambiguous situations.
  • Willingness to travel up to approximately 50% depending on customer needs.
  • Experience partnering with Engineering or Product teams on integration tooling, automation, monitoring, and scalability improvements.
  • Strong understanding of healthcare privacy and security requirements, including HIPAA; familiarity with SOC 2 and audit-ready processes preferred.
  • Bachelor’s degree in Health Informatics, Information Systems, Engineering, or a related field preferred; master’s degree is a plus.

Benefits

  • Total compensation package of up to $260,705 per year, including a base salary range of $179,521 to $200,641.
  • Competitive base pay, generous equity options, and a corporate bonus program.
  • Multiple medical benefit options, with employee premiums paid 100% for select plans and dependents covered up to 80%.
  • 16 weeks of fully paid Family Bonding Leave for new parents.
  • Supplemental fertility benefits coverage.
  • Retirement savings program with a 4% company match.
  • Increased paid time off with tenure.
  • Latest hardware and equipment provided, including a laptop and lab/facility resources.

Interested in this position?

Apply directly on the company website

Apply Now

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