Senior Customer Success Programs Lead

ConcertAI

Raleigh (NC)

Hybrid

USD 80,000 - 134,000

Full time

4 days ago

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Job summary

ConcertAI is seeking a Senior Program Manager in the Customer Success team within Clinical Solutions. You will oversee entire programs of customer engagements, report to the Executive Director, and collaborate with Business Development, Data Products, and Client Services.

This client-facing role ensures delivery meets needs, drives adoption, and strengthens long-term relationships. You will lead cross-functional planning, communicate effectively with stakeholders, and monitor KPIs and risks

Qualifications

Bachelor's degree or equivalent combination of education and experience.
PMP or similar certification preferred.
Minimum of seven years in program management or related roles.
Strong communication and stakeholder management skills.

Responsibilities

Act as central hub of customer information and disseminate insights to cross-functional teams.
Develop comprehensive program plans with tasks, timelines, milestones, and deliverable ownership.
Serve as point of contact for program-level engagements, prepare content, lead discussions, and coordinate action items.
Collect and analyze customer feedback to drive internal improvements and prioritization.
Monitor KPIs, build dashboards, and provide status updates to leaders.
Identify risks and lead mitigation and escalation as needed.
Develop end-to-end workflows and best practices for client solutions.