Manager, Customer Engagement (Remote)

Aledade; United States; Remote; USD 100,000 - 112,000; Full time

Benefits offered by this job

Flexible remote work

Health, dental, vision insurance

21 days PTO

Volunteer days & holidays

Parental leave

Sabbatical after years of service

Educational assistance

401(k) with match

Stock options

Job summary

Aledade PBC is seeking a Manager, Customer Engagement to orchestrate GTM execution across product and clinical applications. This remote-ready role spans the US, coordinating across product, legal, and field teams to optimize releases and messaging.

You will develop assets, leverage AI tools for scalable content, and drive beta testing to minimize risk before GA. The position requires a Bachelor’s and 5+ years in customer success or similar, healthcare familiarity, and strong cross-functional

Qualifications

• Bachelor’s Degree with 5+ years in customer success, client solutions, professional services, or product operations.
• Experience in healthcare services or healthcare technology with primary care workflow familiarity.
• Ability to scope and navigate complex projects, proposing creative solutions.

Responsibilities

• Own end-to-end release management and cross-functional coordination for product launches.
• Create and finalize enablement materials and scale content with AI tooling.
• Gatekeep early testing, recruit practices, and coordinate beta feedback for releases.
• Maintain project tracking and socialize release communications to customers.

Skills

Cross-functional coordination

Release management

AI tooling adoption

Strategic communication

Project leadership

Education

Bachelor's Degree

Tools

Monday.com

Pendo

Salesforce

Zendesk

Job description

The Manager, Customer Engagement serves as a central architect for product Go-To-Market (GTM) execution, bridging the gap between technical product development and clinical application to maximize time-to-value.

Candidates should be comfortable working remotely from anywhere within the US, across all US time zones.

Primary Duties

• End-to-End Release Management & Coordination: Fully quarterback the product launch lifecycle for assigned portfolio. Coordinate cross-functionally across Product, Business, Legal, and Field teams to track technology releases, leading messaging development and aligning release importance to associated communication tiering.
• Multi-Channel Asset Development: Build, write, and finalize the complete suite of enablement materials (including live training slides, newsletters, email templates, Pendo guides, and Zendesk Knowledge Base articles, etc). Actively utilize the internal AI tools to scale draft content production, ensuring all messaging aligns with organizational communication strategy and compliance and legal review protocols.
• Operations & Practice Recruitment: Serve as the gatekeeper for early-phase product testing. Formulate practice selection criteria, manage recruitment and eligibility and launch of new features/programs, and coordinate qualitative feedback loops during beta testing to de-risk releases before General Availability.
• Project Tracking & Channel Socialization: Maintain and optimize project tracking structures and communication channels to ensure cross-functional accountability. Schedule, package, and socialize release communications across established field and practice channels (such as newsletters and webinars) to all customers understand and can leverage product and program releases to support VBC performance.

Minimum Qualifications:

Education & Experience:

• Bachelor’s Degree with 5 or more years of experience in customer success, client solutions, professional services, or product operations.
• Prior experience at a healthcare services or healthcare technology company, with strong familiarity in primary care workflows and value-based care contracts.
• Proven ability to independently scope, map, and navigate complex or ambiguous projects, applying broad expertise to make the unknown known and propose creative solutions

Requirements:

• Highly consultative skillset with a strong sense of curiosity; possesses the initiative to take on ambiguous challenges and "make the unknown known".
• Must be willing to learn and actively utilize AI tooling as a necessary element of daily work to automate and scale workflows, including content development.
• Capable of leading existing or well-defined tasks with minimal guidance, applying extreme attention to detail across deliverables.

Preferred KSA's:

• 5 years of relevant experience.
• Familiarity with AI prompt engineering or workflow automation.
• Experience with project and platform tools such as Monday.com, Pendo, Salesforce, or Zendesk.
• Capable of leading by influence in a matrixed environment to drive project execution across disparate stakeholder groups.
• Strong presentation skills with the ability to concisely explain complex technical and operational concepts to senior-level audiences.

Physical Requirements:

• Sitting for prolonged periods of time.
• Extensive use of computers and keyboard.
• Willingness to travel 2-4 trips/year to headquarters or retreat locations.

$100,000 - $112,000 a year

Salary Range: $100,000 to $112,000 base + bonus + equity

Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience.

Who We Are:

Aledade PBC, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.

What Does This Mean for You?

At Aledade PBC, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.

In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:

• Flexible work schedules and the ability to work remotely are available for many roles
• Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
• Robust time-off plan (21 days of PTO in your first year)
• Two paid volunteer days and 11 paid holidays
• 12 weeks paid parental leave for all new parents
• Six weeks paid sabbatical after six years of service
• Educational Assistant Program and Clinical Employee Reimbursement Program
• 401(k) with up to 4% match
• Stock options

And much more!

At Aledade PBC, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.

We may use automated tools, including artificial intelligence (AI), to help organize and evaluate application materials. These tools support our recruiters and hiring managers by helping manage large applicant pools. Human judgment plays an essential role in our hiring process, including in the oversight and use of any automated tools. If you would like more information about our screening and hiring process, please contact us. Our Commitment to Authenticity. We use Endorsed, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. When you apply to a job on this site, the personal data contained in your application will be collected by Aledade PBC using Lever, a cloud services provider located in the United States. Lever is engaged by Aledade PBC to help manage its recruitment and hiring processes. For more information about how your personal data will be processed by Aledade PBC and any rights you may have, please review Aledade PBC’s Candidate Privacy Notice. By applying for this job, you agree to Aledade's Applicant Privacy Policy available at https://www.aledade.com/privacy-policy-applicants If you have any questions about our privacy practices, please contact [email protected] .