Senior Health Systems CSM: End-to-End Implementations

The Health Management Academy; Arlington (VA); On-site; USD 130,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) matching

Paid time off

Parental leave

Job summary

The Health Management Academy seeks a Senior Customer Success Manager to own implementation and adoption across Provelle’s health-system customers. This senior IC role requires getting complex organizations live, integrating the product into daily manager workflows, and delivering measurable value to executive sponsors.

You will travel to customer sites approximately 30–50% of the time, though the role remains remote within the United States.

Qualifications

• Minimum qualifications describe a senior implementation and customer-success operator with 6–9 years of relevant experience, including 3–5 years leading complex healthcare or enterprise technology implementations.
• Experience with health systems through healthcare SaaS, implementation services, consulting, or similar.
• Accountability beyond go-live, ongoing engagement until value is realized and retention is positioned for growth.
• Credible in executive rooms and practical on the hospital floor, able to lead concise conversations with senior nursing executives.
• Strong change-management skills to diagnose resistance, activate champions, and ensure adoption.
• Operationally rigorous with clear plans, risk logs, and timely communications across teams.
• Comfortable with data to identify problems and guide action, supplemented by direct observation when needed.
• Technically fluent enough to discuss integrations, data requirements, and product configuration with IT teams and partners.
• Effective in an early-stage environment, making decisions with incomplete information while delivering.
• Clear, direct communication with the ability to deliver difficult updates without drama.

Responsibilities

• Health-system implementations end to end from sales handoff through discovery, planning, configuration, training, go-live, stabilization, and adoption.
• Understand nurse manager workflows and design practical programs to enable adoption in day-to-day work.
• Build credibility with nursing and IT executives; run steering conversations and align stakeholders.
• Define measurable outcomes, monitor product engagement and health metrics, and connect usage to customer priorities.
• Facilitate executive kickoffs, manager training, onsite launches, office hours, and follow-up programs.
• Identify issues early, own resolution across product, engineering, sales, and customer stakeholders.
• Develop the customer-success operating system with plans, handoffs, health indicators, and repeatable adoption programs.
• Provide structured customer insights to the product team and balance one-off requests with recurring needs.

Skills

Healthcare SaaS

Executive relationships

Change management

Data-driven decisions

Technical fluency

Job description

The Health Management Academy seeks a Senior Customer Success Manager to own implementation and adoption across Provelle’s health-system customers. This senior IC role requires getting complex organizations live, integrating the product into daily manager workflows, and delivering measurable value to executive sponsors.

You will travel to customer sites approximately 30–50% of the time, though the role remains remote within the United States.