Senior Customer Success Manager, Health Systems

The role

The Senior Customer Success Manager will own implementation and adoption across Provelle's health-system customers. You will lead complex organizations through go-live and help the product become part of managers' day-to-day work.

What you will do

• Lead health-system implementations end to end from sales handoff through sustained adoption.
• Identify barriers to behavior change and create programs for frontline nurse manager adoption.
• Build credibility and manage relationships with CNEs, CNOs, and other executive sponsors.
• Establish success plans and monitor product engagement and customer health.
• Facilitate executive kickoffs, manager training, and onsite launch activities.
• Identify and resolve issues by coordinating across product, engineering, sales, and customer stakeholders.
• Build implementation plans, health indicators, and playbooks for the customer-success operating system.
• Provide structured insight to the product team regarding customer needs.

Required qualifications

• 6-9 years of relevant experience
• 3-5 years personally leading complex healthcare or enterprise technology implementations
• Experience working directly with hospitals or health systems through healthcare SaaS, implementation services, consulting, or clinical transformation
• Ability to lead conversations with senior nursing executives and work with nurse managers
• Strong change management skills
• Operationally rigorous with ability to create plans and maintain decision and risk logs
• Comfortable using engagement, adoption, milestone, and customer-health data
• Technical fluency to discuss integrations, data requirements, authentication, and product configuration
• Ability to operate in an early-stage environment without mature processes
• Clear, direct communicator
• Ability to talk and hear
• Specific vision abilities including close vision, distance vision, and ability to work with screens or monitors for prolonged periods

Nice to have

• Nursing, clinical, or healthcare-operations background

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) matching
• Cell phone reimbursement
• Commuter reimbursement
• Generous paid time off
• Paid parental leave
• Learning and development programs
• Coaching for working parents and caregivers
• Free therapy and professional coaching sessions
• One-on-one financial coaching

About the company

The Health Management Academy (THMA) brings together health system leaders and innovators to collectively address the industry’s biggest challenges and opportunities. Provelle, part of THMA, builds software that helps healthcare leaders make better decisions.