Enable job alerts via email!

Customer Success Program Management Lead

Swooped

United States

Remote

USD 130,000 - 160,000

Full time

3 days ago
Be an early applicant

Boost your interview chances

Create a job specific, tailored resume for higher success rate.

Job summary

A leading healthcare technology company is seeking a Customer Success Program Management Lead to drive strategic initiatives and manage teams. This role is crucial for ensuring the successful adoption and growth of clients through effective project management and cross-functional collaboration. The ideal candidate will have extensive experience in operations and project management, with a strong analytical mindset and excellent communication skills.

Qualifications

  • 6+ years in operations, strategy, or project management roles.
  • Experience with workforce optimization and KPI development preferred.
  • Strong organizational skills and attention to detail.

Responsibilities

  • Lead strategic initiatives and manage teams in customer success.
  • Ensure successful adoption, retention, and growth of enterprise clients.
  • Drive cross-functional projects and enhance operational efficiency.

Skills

Analytical skills
Communication skills
Project management
Interpersonal skills
Organizational skills

Education

Advanced degree (e.g., MBA, MHA)

Tools

Salesforce
Gainsight

Job description

Customer Success Program Management Lead
Customer Success Program Management Lead

4 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Our client is a leading healthcare technology company focused on AI voice solutions. Their mission is to ease clinicians’ administrative burden through assistive, seamless technology. Their flagship product is a generative AI assistant that captures patient-clinician conversations to automatically generate clinical documentation, improving efficiency and revenue.

They also license their AI and speech platform to partners building voice-enabled healthcare tools. Driven by a fast-paced, user-centered culture, the company is led by technologists, clinicians, and industry experts committed to advancing medical technology.

What will you do every day?

The Customer Success team ensures the successful adoption, retention, and growth of enterprise healthcare clients by acting as trusted advisors to clinicians, administrators, and executives. They deliver personalized engagement to maximize product value and improve workflow efficiency.

As a Program Manager, you’ll lead strategic initiatives, manage a team of specialists, support enterprise deployments, and serve as the main liaison with the Business Operations team in India. You’ll drive cross-functional projects, ensuring they are completed on time, within scope, and on budget, while enhancing operational efficiency and customer experience.

This player-coach role involves leading meetings, coordinating teams, managing quality assurance, and supporting scalable solutions across the customer journey—from deployment to expansion. The ideal candidate is mission-driven, motivated, and committed to reducing the administrative burden on healthcare providers.

Responsibilities include but are not limited to:

Leadership and Team Management

  • Manage Customer Specialist and Business Operations teams within Customer Success, overseeing execution and coordination of cross-functional initiatives
  • Foster a culture of collaboration, accountability, and continuous improvement across teams
  • Act comfortably as a player-coach and manage and develop team members in both the US and India, building capacity for long-term organizational success
  • Facilitate knowledge sharing and ensure consistency and scalability in program management methodologies and best practices
  • Travel during team offsites and quarterly meetings
  • Work flexible hours based upon customers’ and team’s schedules in different time zones across the US and India

Program and Project Management

  • Lead the planning, execution, and successful delivery of cross-functional projects and strategic initiatives, ensuring alignment with key objectives
  • Collaborate with stakeholders to define project scope, objectives, timelines, and resource needs
  • Monitor and report on project progress, addressing risks and issues proactively to ensure successful completion
  • Organize existing RFP Customer Success responses, and create initial RFP responses for review by CS Leadership
  • Facilitate better integration and alignment between functions and teams, including Operations, Customer Success, Implementation, Product, Data & Insights, and Marketing in both the US and India
  • Oversee tactical projects such as customer/partner integration mapping, and administrative set up, such as onsite scheduling and coordination
  • Maintain and continuously improve tools and processes to support scalability and efficiency, including platforms such as Gainsight, Salesforce, and others as needed

Strategic Support

  • Act as a trusted advisor to the Customer Success leadership and team, providing insights, analysis, and recommendations to support strategic decision-making
  • Collaborate with teams across Sales, Product, Customer Success, and other departments to align initiatives in support of our customers and company priorities
  • Develop, implement, and monitor strategies that drive operational and commercial success, ensuring alignment with organizational goals

Operational Efficiency and Process Improvement

  • Partner with the SVP of Customer Success and analytics teams to design and implement dashboards and key performance indicators (KPIs) for our customers and associated functions within tools such as Gainsight and Salesforce
  • Conduct root cause analyses and recommend solutions to improve efficiency, quality, reduce costs, and enhance customer and customer experiences
  • Update and maintain robust internal knowledge base and work with members across Customer Success to ensure documentation is relevant and up to date

Executive Presentation and Communication

  • Prepare professional, concise presentations on projects and initiatives for the executive team
  • Communicate complex ideas and project updates in a manner suitable for a C-suite audience
  • Translate complex ideas into digestible and actionable data points for frontline Customer Success team members

Requirements:

  • 6+ experience in operations, strategy, or project management roles, or any role that has managed processes end-to-end
  • Proven ability to manage complex projects and drive initiatives to successful completion
  • Experience with workforce optimization, quality frameworks, and KPI development preferred
  • Strong analytical, communication, and interpersonal skills, with the ability to influence stakeholders at all levels
  • Project management skills, with a keen ability to think critically, prioritize effectively, and communicate expediently
  • Fantastic organizational skills and great follow through on tasks with attention to detail
  • Exceptional written and verbal communication skills
  • Ability to think critically, prioritize effectively, problem solve creatively, and communicate expediently
  • Proficient in Microsoft Office, Google Suite, Atlassian, and Microsoft office
  • Growth mindset to learn new skills in a fast paced environment

Preferred:

  • Advanced degree (e.g., MBA, MHA) or PMP certification preferred
  • 2+ years of experience in management
  • Experience managing tools like Salesforce or Gainsight

Tell me more about the company

  • On a roll: Named by Fast Company as one of the most innovative companies, named Google’s Partner of the Year for AI/ML, named by Forbes as one of the top 50 companies in AI
  • Great team: Founded, managed, and backed by successful tech veterans from Google and Apple and medical leaders from UCSF and Stanford. They have technologists and doctors working side-by-side to solve complex problems
  • Great investors: Backed by Venrock, First Round Capital, Flare Capital, March Capital, and others.
  • Huge market: Disrupting a massive, growing $30+ billion market for transcription, dictation, and order-entry solutions. The vision is to become the voice user interface for healthcare, relieving the administrative burden on doctors instead of adding to it
  • Great customers: Solutions are used in health systems and clinics across the country, supporting clinicians across dozens of specialties.
  • Impact: You’ll make an impact from day one. You’ll join a team working towards a shared purpose with a culture built upon deep empathy for doctors and passion for making their lives better

Salary Range

$130,000 - $160,000 in CA.

Location:

This position can be remote and supports team members across the United States and India. You are welcome to visit and/or work out of the office in Redwood City, California. One or two weeks a year, the team gathers for a company-wide onsite. They may also gather for a Customer Success in-person working session at/near their office up to two additional weeks per year.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level
  • Seniority level
    Mid-Senior level
Employment type
  • Employment type
    Full-time
Job function
  • Job function
    Customer Service and Project Management
  • Industries
    Computer and Network Security and Technology, Information and Media

Referrals increase your chances of interviewing at Swooped by 2x

Get notified about new Customer Success Specialist jobs in United States.

Customer Support Specialist (Sunday-Thursday, 10am to 7pm ET)

United States $60,000.00-$84,000.00 20 hours ago

United States $31,200.00-$78,600.00 5 days ago

United States $50,000.00-$70,000.00 21 hours ago

Customer Support Specialist, Luxury Stores Customer Service

United States $68,400.00-$143,700.00 3 hours ago

United States $100,000.00-$140,000.00 2 weeks ago

Customer Success - Inbound, Eastern United States (REMOTE)

Los Angeles Metropolitan Area 3 weeks ago

Customer Success - Inbound, Eastern United States (REMOTE)

United States $70,000.00-$97,000.00 4 days ago

United States $50,000.00-$60,000.00 6 days ago

United States $75,000.00-$95,000.00 5 days ago

United States $55,000.00-$60,000.00 3 days ago

San Francisco, CA $22.00-$23.00 2 days ago

United States $113,812.00-$122,850.00 1 week ago

United States $89,000.00-$115,000.00 4 days ago

United States $75,000.00-$85,000.00 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

Get your free, confidential resume review.
or drag and drop a PDF, DOC, DOCX, ODT, or PAGES file up to 5MB.

Similar jobs

Customer Success Program Management Lead

Swooped

Remote

USD 130,000 - 160,000

12 days ago

Customer Success Program Management Lead

卵歩

Remote

USD 130,000 - 160,000

16 days ago