Senior Customer Success Manager, Health Systems

The Health Management Academy brings together health-system leaders and healthcare innovators to address the industry's most important challenges and opportunities. The Senior Customer Success Manager will own end-to-end implementation and adoption of Provelle's AI-enabled leadership-support platform across health-system customers, while building customer-success processes, driving measurable outcomes, and supporting executive stakeholders.

Responsibilities:

• 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

Requirements:

• 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
• 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
• This role can be based anywhere in the United States within reasonable access - approximately one hour - to a major commercial airport
• Nursing, clinical, or healthcare-operations background
• Central or Eastern Time is preferred, though we will consider exceptional candidates elsewhere