Senior Customer Success Manager, Health Systems

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

📋 Description

• Take ownership of the implementation and adoption process for Provelle's health-system clients.

• Guide customers from the sales transition through discovery, planning, configuration, training, launch, stabilization, and ongoing adoption.

• Comprehend the workflows of nurse managers, identify obstacles to behavior change, and develop practical programs that enhance the utility of Embley during critical moments.

• Build trust with Chief Nursing Executives (CNEs), Chief Nursing Officers (CNOs), nursing leadership, learning and development teams, IT partners, and other executive stakeholders.

• Create success plans, define measurable objectives, and monitor product engagement and customer well-being.

• Facilitate executive kickoffs, conduct manager training, and lead onsite launch initiatives.

• Proactively identify issues, taking responsibility when challenges arise.

• Develop implementation strategies, handoff processes, health indicators, reporting schedules, adoption programs, and playbooks.

• Provide structured insights back to the product development team.

⛳️ Requirements

• 6-9 years of pertinent experience.

• 3-5 years of direct experience leading complex healthcare or enterprise technology implementations.

• Experience working directly with hospitals or health systems through healthcare SaaS, implementation services, consulting, clinical transformation, or a similar setting.

• Remain engaged until customers are effectively utilizing the product, sponsors recognize its value, and the implementation is set for retention and expansion.

• Lead focused discussions with senior nursing executives.

• Strong expertise in change management.

• Develop clear plans, identify dependencies, and maintain decision and risk logs.

• Comfortable working with data.

• Technically proficient enough to guide the work effectively.

• Successful in an early-stage environment.

• Clear and direct communicator.

🏝️ Benefits

• Health insurance.

• Dental insurance.

• Vision insurance.

• 401(k) matching.

• Reimbursements for cell phone and commuting expenses.

• Generous paid time off.

• Paid parental leave.

• Opportunities for learning and development.

• Coaching for working parents and caregivers.

• Free therapy and professional coaching sessions.

• One-on-one financial coaching.

• Free legal support services.

• Annual performance-based bonus.