[Hiring] Senior Customer Success Manager @The Health Management Academy

Role Description

The Senior Customer Success Manager will own implementation and adoption across Provelle's health-system customers. This is not a relationship-maintenance role. You will be accountable for getting complex organizations live, helping the product become part of managers' day-to-day work, and demonstrating meaningful value to executive sponsors. You will spend time with customers in the field, solve problems that do not yet have a playbook, and help us build a repeatable customer-success model. This is a senior individual-contributor role with no direct reports to start.

Primary Job Duties

• Health-system implementations end to end: Lead customers from sales handoff through discovery, planning, configuration, training, go-live, stabilization, and sustained adoption.
• Frontline adoption: Understand how nurse managers actually work, identify the barriers preventing behavior change, and create practical programs that make Embley useful in the moments that matter.
• Executive relationships: Build credibility with CNEs, CNOs, nursing leaders, learning and development teams, IT partners, and other executive sponsors. Run steering conversations, communicate risk clearly, and keep stakeholders aligned.
• Customer outcomes: Establish success plans, define measurable outcomes, monitor product engagement and customer health, and connect usage to the priorities that led the customer to choose Embley.
• Training and launch support: Facilitate executive kickoffs, manager training, onsite launch activities, office hours, and follow-up programs. During major launches, you should expect to be close to the customer and highly hands-on.
• Escalations and problem-solving: Identify issues early, take ownership when something goes off track, and coordinate across product, engineering, sales, and customer stakeholders to resolve them.
• The customer-success operating system: Build the implementation plans, handoffs, health indicators, reporting rhythms, adoption programs, and playbooks that will allow us to serve more health systems without losing the quality of the customer experience.
• The voice of the customer: Bring structured insight back to the product team. Distinguish between one-off requests and recurring customer needs, and help us make better product and operating decisions.

Qualifications

• A senior implementation and customer-success operator with 6-9 years of relevant experience, including 3-5 years personally leading complex healthcare or enterprise technology implementations.
• Experienced with health systems, having worked directly with hospitals or health systems through healthcare SaaS, implementation services, consulting, clinical transformation, or a similar environment.
• Accountable beyond go-live, staying engaged until customers are using the product and sponsors can see the value.
• Credible in the executive room and useful on the hospital floor, able to lead conversations with senior nursing executives and work directly with nurse managers.
• Strong at change management, diagnosing resistance, activating champions, and tailoring communication to different audiences.
• Operationally rigorous, creating clear plans, identifying dependencies, and maintaining decision and risk logs.
• Comfortable with data, using engagement, adoption, milestone, and customer-health data to identify problems and guide action.
• Technically fluent enough to lead the work, discussing integrations, data requirements, and technical constraints with customer IT teams.
• Effective in an early-stage environment, operating without a mature process and making sound decisions with incomplete information.
• A clear, direct communicator, writing well and facilitating productive meetings.

Preferred Qualifications

• Nursing, clinical, or healthcare-operations background.

Work Environment and Travel

• Remote, but not distant from customers, based anywhere in the United States within reasonable access to a major commercial airport.
• Customer travel is part of the job, expect approximately 30-50% travel, with more concentrated periods around implementations and launches.
• Small team, direct communication, working closely with sales, product, engineering, and company leadership.
• High ownership and high trust, hiring people who can understand the goal and carry the work through to a strong result.
• Build while delivering, energized by serving the customer today while creating a better, more repeatable approach for tomorrow.
• Strong point of view, low ego, bringing judgment, explaining reasoning, listening closely, and changing course when evidence supports it.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required to talk and hear. Specific vision abilities required by the job include close vision, distance vision, and the ability to work with screens or monitors for prolonged periods of time. This position is primarily a sedentary job where the team member will be seated for the majority of the day. Ability to travel long distances including air travel. Ability to work with computer screens or monitors for prolonged periods of time.

Benefits

• Comprehensive benefits including health insurance, dental insurance, vision insurance, and 401(k) matching.
• Cell phone and commuter reimbursements.
• Generous paid time off and paid parental leave.
• Learning and development programs, coaching for working parents and caregivers.
• Free therapy and professional coaching sessions, one-on-one financial coaching, and free legal support services.
• Annual performance-based bonus.

Base Salary Range

$130,000 — $150,000 USD

Notice of Equal Opportunity Employment

The Health Management Academy is committed to providing equal employment opportunity to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, THMA will provide reasonable accommodation for qualified individuals with disabilities. THMA’s goal is for our people to reflect the communities in which we live and serve and to ensure representation of women, people of color, veterans, and individuals with disabilities in our organization.