Customer Success Project Manager

IMPaCT Care is hiring a Customer Success Project Manager to coordinate healthcare customer implementations and Community Health Worker program launches. The role manages project plans, timelines, cross-functional teams, customer communications, platform adoption, and reporting.

Responsibilities:

• Build project plans that work backward from customer goals, tracking every deliverable, owner and deadline
• Capture decisions and next steps in real time in Asana and Salesforce (for example, "Per 6/15 discussion, Sunbelt will pilot new workflows by Q3")
• Act as the hub between internal teams (Product, Tech, Workforce Development, Clinical) and hold everyone to the timeline
• Spot risks early and flag them before they become blockers
• Know what to solve on your own and when to escalate
• Prepare customers for delays and tradeoffs before they become surprises
• Partner with a Director of Clinical Strategy to support 4-12 healthcare customers, depending on complexity
• Coordinate end-to-end Community Health Worker program launches and platform adoption
• Prepare agendas, decks and quarterly business reviews, and pull customer reports
• Own the Tech Review process with customer IT and compliance teams
• Triage a steady flow of email, Slack and customer requests so nothing is missed

Requirements:

• you run a 200-task Asana plan across several customers and always know what is landing next
• you think while you type, and you organize as you go. Notes land in the right place the first time
• you anticipate what the team and the customer will need next
• When you hear a term you do not know, you ask, learn it and use it correctly the next time
• you welcome customers to a call, deliver hard news with calm and kindness, and guide people through change
• you love this kind of work and want to grow in it
• a Bachelor's degree and a project management certification (PMP or CAPM)
• 2+ years managing complex projects, implementations, or operations with external customers or partners
• A track record of managing concurrent projects with zero dropped balls
• The ability to turn a long discussion into a 1-page summary executives love
• Hands-on skill with Asana or a similar tool, the Google suite, Zoom and a CRM such as Salesforce
• Ability to work primarily during Eastern Time business hours
• familiarity with U.S. healthcare (health systems, payers, community-based organizations) or experience at a health tech or SaaS startup