The Health Management Academy

The Health Management Academy is a leading organization that cultivates a community of influential changemakers in healthcare. They provide peer learning, leadership development programs, and actionable insights to drive progress and improve health for...

Diversified Consumer Services

Consumer Discretionary

51-250 (150)

Founded 1998

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Senior Customer Success Manager, Health Systems

42 minutes ago

United States

Full-time

Senior

Customer Success Manager

Customer and Technical Support

Apply Now

The Health Management Academy

Diversified Consumer Services

51-250

Founded 1998

View All Jobs

Description

Lead health-system implementations from sales handoff through discovery, planning, configuration, training, go-live, stabilization, and sustained adoption.
Drive frontline adoption by identifying barriers to behavior change and creating practical programs that fit nurse managers’ day-to-day workflows.
Build credibility and maintain alignment with executive sponsors, nursing leaders, learning and development teams, and IT partners.
Develop success plans, define measurable outcomes, monitor product engagement, and connect usage to customer priorities.
Facilitate executive kickoffs, manager training, onsite launch activities, office hours, and follow-up programs.
Own escalations and coordinate across product, engineering, sales, and customer stakeholders to resolve issues.
Build the customer-success operating system, including implementation plans, handoffs, health indicators, reporting rhythms, adoption programs, and playbooks.
Bring structured feedback from customers back to the product team and distinguish recurring needs from one-off requests.

Requirements

6-9 years of relevant experience, including 3-5 years leading complex healthcare or enterprise technology implementations.
Experience working directly with hospitals or health systems in healthcare SaaS, implementation services, consulting, clinical transformation, or a similar environment.
Ability to stay accountable beyond go-live and drive retention, growth, and realized value.
Experience leading conversations with senior executives and working directly with frontline nurse managers.
Strong change management skills, including diagnosing resistance, activating champions, and tailoring communication.
Operational rigor with clear plans, dependency tracking, decision logs, risk logs, and early communication of changes.
Comfort using engagement, adoption, milestone, and customer-health data, plus direct customer observation.
Technical fluency to discuss integrations, data requirements, authentication, product configuration, and technical constraints.
Ability to operate effectively in an early-stage environment with incomplete information and evolving processes.
Clear, direct written and verbal communication skills.
Nursing, clinical, or healthcare-operations background (preferred).
Based anywhere in the U.S. with reasonable access to a major commercial airport; Central or Eastern Time preferred.
Ability to travel approximately 30-50%, with heavier travel during implementations and launches.

Benefits

Base salary range of $130,000-$150,000 USD.
Annual performance-based bonus.
Health, dental, and vision insurance.
401(k) matching.
Cell phone and commuter reimbursements.
Generous paid time off and paid parental leave.
Learning and development programs.
Free therapy and professional coaching, financial coaching, and free legal support services.

Interested in this position?

Apply directly on the company website

Apply Now

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