Program Manager, Customer Success

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

📋 Description

• Take ownership of program health, adoption, and utilization for designated parent-account logos.

• Convert regional CSM practice health evaluations and optimization insights into a comprehensive enterprise program perspective.

• Implement remediation and optimization strategies to enhance customer health scores and operational results.

• Maintain an ongoing overview of program adoption and return on investment (ROI).

• Lead Executive Business Reviews, validate ROI, and conduct clinical and financial benchmarking.

• Measure and convey the value impact on customers across financial, operational, and regulatory aspects.

• Assist in Continuing Education initiatives and standard-of-care implementations.

• Identify category expansion and new hospital opportunities for the sales leadership team to pursue.

• Ensure each logo is prepared for renewal through health assessments, readiness strategies, and proactive risk identification.

• Manage the engagement schedule of the regional CSM team throughout the portfolio.

• Collaborate with Implementation, Product, Support, and Customer Success teams for seamless transitions and impactful delivery.

• Ensure accurate documentation of programs and customer information in Salesforce.

⛳️ Requirements

• At least 5 years of experience in customer success, program management, or account management within healthcare, veterinary, dental, or medtech sectors.

• Proven track record of promoting adoption, optimization, and value realization for multi-site clients.

• Strong capability to develop and present narratives on ROI, health scoring, and program impact.

• Exceptional stakeholder management skills with both clinical and administrative groups.

• Proficient in Salesforce; highly organized and proactive in a field-based environment.

• Willingness to travel up to 50% in a field-based capacity.

• Bachelor's degree in Business, Life Sciences, Healthcare, or a related field is preferred.

🏝️ Benefits

• Open PTO policy, including 9 recognized holidays.

• Comprehensive medical, dental, and vision insurance.

• Health Savings Account available.

• Flexible Spending Accounts for Health Care and Dependent Care.

• 401(k) plan with a generous company contribution, including Safe Harbor Contribution.

• Employer-paid long-term disability and life insurance.

• Access to an Employee Assistance Program (EAP).

• United Pet Care coverage for pets.

• Reimbursement for internet/cell and gym expenses.