Customer Success Project Manager

About the Role

This position, based in the United States, offers an exciting opportunity to lead healthcare technology implementation projects that enhance patient care. As a Customer Success Project Manager, you will be instrumental in guiding customers through adopting innovative solutions, managing complex initiatives from start to finish, and collaborating with internal teams and external healthcare partners. You'll ensure smooth onboarding, resolve challenges, and continuously seek ways to improve customer experiences in a mission-driven, fast-paced environment.

Key Responsibilities

• Build and nurture strong relationships with customers to drive project success and satisfaction.
• Oversee the entire lifecycle of customer success projects, managing timelines, budgets, project scopes, and quality standards.
• Coordinate efforts across cross-functional teams including business development, product, integrations, and support to ensure aligned project objectives.
• Manage customer onboarding to facilitate seamless transitions and effective use of solutions.
• Act as the main contact for addressing project challenges, ensuring prompt resolution and clear communication.
• Collect and analyze customer feedback to pinpoint areas for enhancement and improve their experience.
• Maintain comprehensive project documentation, status reports, and updates for stakeholders.
• Track project milestones and risks, and communicate progress to relevant internal teams and customers.
• Collaborate with leadership on strategies and operational improvements to promote customer success.
• Assess and optimize project workflows to boost efficiency, scalability, and customer satisfaction.

Qualifications

• Bachelor’s degree is required.
• 6 to 10 years of experience in program or project management, customer success, or related fields.
• Preferably experienced with healthcare customer implementations or technology rollouts.
• Project Management Professional (PMP) certification or equivalent is an advantage.
• Proven ability to collaborate across various business areas and foster strong stakeholder relationships.
• Demonstrates ownership, accountability, and decisive leadership skills to ensure project success.
• Committed to continuous improvement focusing on quality, efficiency, and measurable outcomes.
• Advanced skills in analysis and problem-solving, especially in troubleshooting complex processes or systems.
• Excellent communication capabilities with the aptitude to manage multiple priorities concurrently.
• Familiarity with Salesforce and project management tools like Jira or Smartsheet.
• Healthcare industry and medical device experience preferred.
• Willingness to travel up to 20% as needed.
• Flexible working hours adaptable to different customer time zones.

Benefits

• Competitive salary range of $120,000 to $140,000 annually, dependent on experience and location.
• Option to work fully remotely with a culture supporting distributed teams.
• Robust medical, dental, and vision insurance coverage.
• Short-term and long-term disability insurance options.
• Access to Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• 401(k) plan featuring a 3% employer contribution with immediate vesting.
• Flexible vacation policies, sick leave, and 11 paid company holidays.
• Home office stipend to support remote work.
• Opportunity to be part of a collaborative, remote-first healthcare technology organization.
• Contribute to impactful solutions that improve patient monitoring and healthcare outcomes.
• Gain exposure to innovative health technology and opportunities for professional growth.

Additional Information

This role involves partnering closely with multiple teams and requires a proactive approach to problem-solving and communication. The position encourages a mindset focused on constant enhancement of processes and customer engagement.