Senior Customer Success Programs Lead, Healthcare AI

ConcertAI; Cambridge (MA); On-site; USD 89,000 - 134,000; Full time

Job summary

ConcertAI in Cambridge, MA seeks a Senior Program Manager in Customer Success to oversee programs and ensure client satisfaction. You will act as a central hub for customer information and coordinate cross-functional teams across Business Development, Data Products, and Client Services.

This is a client-facing role focused on delivering value from contracted products and services. You will manage agendas, track KPIs, and lead mitigation actions while advocating for customers and driving

Qualifications

• Bachelor's degree in a relevant field or equivalent combination of education and professional experience.
• PMP (Project Management Professional) or similar certifications preferred.
• Minimum of seven years of experience in program management, client management, project management, or a related role.
• Proven track record of managing multi-faceted client engagements and delivering successful outcomes.
• Strong project management skills with the ability to handle multiple projects simultaneously.
• Exceptional communication and interpersonal skills for managing internal and external stakeholders.
• Analytical skills to interpret data and make informed decisions.
• Proficiency in project management tools and software (e.g., Smartsheet, Jira, OpenAir).
• Customer-focused mindset with a commitment to enhancing client satisfaction.
• Ability to work effectively in a cross-functional team environment.

Responsibilities

• Act as a central hub of customer information and disseminate insights to Business Development, Customer Success, Operations, and Client Service delivery teams.
• Collaborate with internal stakeholders to create comprehensive program plans including tasks, timelines, milestones, team assignments, and deliverable responsibilities.
• Serve as a point of contact for program-level customer engagements, including developing agendas, preparing meeting content, leading discussions, synthesizing minutes, and coordinating action items.
• Advocate for the customer with internal teams by collecting and analyzing customer feedback, understanding requirements, conducting gaps assessments, synthesizing findings, and driving internal change.
• Manage interdependencies across unique client engagements, facilitate collaboration to optimize outcomes, and advise on prioritization as needed.
• Develop expertise and consult on end-to-end workflows, key stakeholders, best practices, and common pitfalls related to client solutions.
• Monitor KPIs related to program progress, customer engagement, and overall satisfaction; build dashboards and provide regular status updates to strategic and operational leads.
• Identify risk and issues across the client program, define and lead mitigation tactics, implement issue resolutions, and perform escalations as needed.

Skills

Program management

Client management

Cross-functional leadership

Communication

Analytical skills

Data management

Stakeholder management

Jira

Smartsheet

OpenAir

Education

Bachelor's degree in a relevant field

Tools

Smartsheet

Jira

OpenAir

Job description

ConcertAI in Cambridge, MA seeks a Senior Program Manager in Customer Success to oversee programs and ensure client satisfaction. You will act as a central hub for customer information and coordinate cross-functional teams across Business Development, Data Products, and Client Services.

This is a client-facing role focused on delivering value from contracted products and services. You will manage agendas, track KPIs, and lead mitigation actions while advocating for customers and driving