Customer Programs Manager

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Take ownership and enhance the HealthStream User Groups (HUGs) program from start to finish.

• Lead the planning of quarterly HUG meetings and engage with cross-functional stakeholders throughout the year.

• Cultivate relationships with HUG leaders and members while expanding the program across various products, tracks, and audiences.

• Manage and develop the Innovation Council, including strategy formulation, member recruitment, engagement, annual planning, event organization, follow-up, and performance measurement.

• Identify, recruit, onboard, and involve members of the Innovation Council and executive participants.

• Create content and experiences for the Innovation Council in collaboration with executives and cross-functional teams.

• Gather customer insights and identify follow-up opportunities.

• Develop scalable processes, playbooks, templates, and workflows to enhance efficiency.

• Define and monitor program goals, engagement levels, satisfaction, participation rates, and other key success metrics.

• Translate program outcomes into actionable recommendations for enhancement.

• Identify and pilot new customer program opportunities based on customer needs, feedback, business priorities, or gaps in the customer journey.

• Stay updated on best practices in customer programs, advisory councils, community engagement, and B2B interactions.

• Comply with HealthStream's security policies, procedures, and required training.

⛳️ Requirements

• Bachelor's degree in Marketing, Communications, Business, Healthcare, or a related field, or equivalent hands-on experience.

• A minimum of 4 years of experience in program management, customer marketing, customer success, community management, events, advisory programs, or related fields.

• Proven experience managing customer-facing programs, user groups, advisory councils, executive forums, or similar initiatives.

• Excellent project management, communication, relationship-building, and cross-functional collaboration abilities.

• Capacity to manage multiple programs and priorities with a strong sense of organization and follow-through.

• Experience in utilizing customer feedback, engagement data, and program metrics to drive improvements.

• Preferred experience in healthcare or B2B SaaS sectors.

• Familiarity with CRM, community, event, survey, or project management platforms is advantageous.

• Proactive and self-motivated individual.

• Strong program owner capable of balancing strategic planning with hands-on execution.

• Proficient in building relationships with customers, executives, and internal stakeholders.

• Organized, collaborative, adaptable, and comfortable managing multiple workstreams.

• Inquisitive and innovative, with a mindset focused on continuous improvement.

• Ability to translate customer feedback and program data into practical recommendations.

🏝️ Benefits

• Mission-driven work.

• A diverse and inclusive culture.

• Competitive salary and bonuses.

• Comprehensive insurance plans.

• Support for mental and physical health.

• Flexibility to work from home.

• Reimbursements for fitness center memberships.

• Good time off for volunteer activities.

• Access to wellness workshops.

• Buddy Program for new employees.

• Collaborative work environment.

• Opportunities for career advancement.

• Continuous learning opportunities.

• Inspiring workspaces for collaboration and connection with fellow employees.

• Free employee parking at the Resource Center in Nashville.

• Hybrid work environment.

• Medical, Dental, and Vision insurance.

• Paid Time Off.

• Parental Leave.

• 401k and Roth options.

• Flexible Spending Account.

• Health Savings Account.

• Life Insurance.

• Short- and Long-Term Disability coverage.

• Medical Bridge Insurance.

• Critical Illness Insurance.

• Accident Insurance.

• Identity Protection services.

• Legal Protection services.

• Pet Insurance options.

• Employee Assistance Program.

• Fitness Reimbursement.