Senior Customer Success Manager, Health Systems

Job description

The Health Management Academy (THMA) brings together health system leaders and innovators to collectively address the industry’s biggest challenges and opportunities. By assisting executives in cultivating peer networks, understanding key strategic trends, establishing pragmatic partnerships, and developing next-generation leaders, our members are better positioned to lead industry transformation. The Health Management Academy offers a dynamic atmosphere with significant opportunities for employees. If you are interested in contributing to a member-centric, creative, and collaborative workforce while deeply influencing top leaders and institutions in healthcare, THMA could be the right place for you! **Position Overview** The Health Management Academy brings together health-system leaders and healthcare innovators to navigate the industry's most important challenges. We help executives build trusted peer relationships, understand strategic trends, form practical partnerships, and develop the next generation of healthcare leaders. Provelle, part of The Health Management Academy, builds software that helps healthcare leaders make better decisions, strengthen their organizations, and become more effective leaders. We are a small, collaborative team with the opportunity to shape both the products we build and the impact they have across healthcare. Embley is our AI-enabled leadership-support platform for frontline nurse managers. It helps managers work through difficult situations, practice critical conversations, and build leadership skills in the flow of work - while giving health-system leaders better visibility into where their teams need support. The Senior Customer Success Manager will own implementation and adoption across Provelle's health-system customers. This is not a relationship-maintenance role. You will be accountable for getting complex organizations live, helping the product become part of managers' day-to-day work, and demonstrating meaningful value to executive sponsors. You will spend time with customers in the field, solve problems that do not yet have a playbook, and help us build a repeatable customer-success model. This is a senior individual-contributor role with no direct reports to start. **Primary Job Duties** - Health-system implementations end to end. Lead customers from sales handoff through discovery, planning, configuration, training, go-live, stabilization, and sustained adoption. - Frontline adoption. Understand how nurse managers actually work, identify the barriers preventing behavior change, and create practical programs that make Embley useful in the moments that matter. - Executive relationships. Build credibility with CNEs, CNOs, nursing leaders, learning and development teams, IT partners, and other executive sponsors. Run steering conversations, communicate risk clearly, and keep stakeholders aligned. - Customer outcomes. Establish success plans, define measurable outcomes, monitor product engagement and customer health, and connect usage to the priorities that led the customer to choose Embley. - Training and launch support. Facilitate executive kickoffs, manager training, onsite launch activities, office hours, and follow-up programs. During major launches, you should expect to be close to the customer and highly hands-on. - Escalations and problem-solving. Identify issues early, take ownership when something goes off track, and coordinate across product, engineering, sales, and customer stakeholders to resolve them. - The customer-success operating system. Build the implementation plans, handoffs, health indicators, reporting rhythms, adoption programs, and playbooks that will allow us to serve more health systems without losing the quality of the customer experience. - The voice of the customer. Bring structured insight back to the product team. Distinguish between one-off requests and recurring customer needs, and help us make better product and operating decisions. **Minimum Qualifications** - A senior implementation and customer-success operator. You likely have 6-9 years of relevant experience, including 3-5 years personally leading complex healthcare or enterprise technology implementations. We care more about what you have owned than an exact number of years. - Experienced with health systems. You have worked directly with hospitals or health systems through healthcare SaaS, implementation services, consulting, clinical transformation, or a similar environment. You understand that decisions involve many stakeholders and that frontline adoption cannot be managed from a project plan alone. - Accountable beyond go-live. You do not consider a launch successful because training was completed or a checklist was closed. You stay engaged until customers are using the product, sponsors can see the value, and the implementation is positioned for retention and growth. - Credible in the executive room and useful on the hospital floor. You can lead a concise conversation with a senior nursing executive, then work directly with nurse managers to understand why a workflow is not landing. - Strong at change management. You know how to diagnose resistance, activate champions, tailor communication to different audiences, and help customers turn a new tool into a sustained way of working. - Operationally rigorous. You create clear plans, identify dependencies, maintain decision and risk logs, communicate changes early, and make sure important details do not disappear between teams. - Comfortable with data. You can use engagement, adoption, milestone, and customer-health data to identify problems and guide action. You also know when the numbers need to be supplemented with direct customer observation. - Technically fluent enough to lead the work. You do not need to be an engineer, but you can discuss integrations, data requirements, authentication, product configuration, and technical constraints with customer IT teams and internal partners. - Effective in an early-stage environment. You can operate without a mature process, make sound decisions with incomplete information, and improve the system while continuing to deliver for customers. - A clear, direct communicator. You write well, facilitate productive meetings, and can deliver difficult updates without creating unnecessary confusion or drama. **Preferred Qualifications** - Nursing, clinical, or healthcare-operations background. **Work Environment and Travel** - Remote, but not distant from customers. This role can be based anywhere in the United States within reasonable access - approximately one hour - to a major commercial airport. Central or Eastern Time is preferred, though we will consider exceptional candidates elsewhere. - Customer travel is part of the job. Expect approximately 30-50% travel, with more concentrated periods around implementations and launches. - Small team, direct communication. You will work closely with sales, product, engineering, and company leadership - High ownership and high trust. We hire people who can understand the goal, determine what needs to happen, and carry the work through to a strong result. - Build while delivering. Some of the systems you need will not exist yet. You should be energized by serving the customer today while creating a better, more repeatable approach for tomorrow. - Strong point of view, low ego. Bring your judgment, explain your reasoning, listen closely, and change course when the evidence supports it. **Physical Demands:** The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required talk and hear. Specific vision abilities required by the job include close vision, and distance vision, and the ability to work with screens or monitors for prolonged periods of time. This position is primarily a sedentary job where the team member will be seated for the majority of the day. Ability to travel long distances including air travel. Ability to work with computer screens or monitors for prolonged periods of time. **Notice of Equal Opportunity Employment:** The Health Management Academy is committed to providing equal employment opportunity to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, THMA will provide reasonable accommodation for qualified individuals with disabilities. THMA’s goal is for our people to reflect the communities in which we live and serve and to ensure representation of women, people of color, veterans and individuals with disabilities in our organization. **Benefits and Compensation:** THMA offers a comprehensive slate of benefits including health insurance, dental insurance, vision insurance, 401(k) matching, cell phone and commuter reimbursements, generous paid time off, and paid parental leave. We also offer non-monetary benefits designed to support team members fully including learning and development programs, coaching for working parents and caregivers, free therapy and professional coaching sessions, one-on-one financial coaching, and free legal support services. This role includes an annual performance based bonus. Base Salary Range $130,000—$150,000 USD **Notice of Equal Opportunity Employment:** The Academy is committed to providing equal employment opportunity to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, The Academy will provide reasonable accommodations for qualified individuals with disabilities. The Academy’s goal is for our people to reflect the communities in which we live and serve and to ensure representation of women, people of color, veterans and individuals with disabilities in our organization.