Description The Senior Customer Success Manager (CSM) is a strategic business partner who aligns technology initiatives with organizational priorities to deliver measurable business, clinical, and operational outcomes. Serving as the primary liaison between business stakeholders and Technology & Digital (T&D), this role drives executive engagement, portfolio alignment, governance, adoption, and value realization across enterprise initiatives.
The Senior CSM supports organizational growth, Digital Transformation, AI enablement, and innovation by translating business needs into actionable technology strategies. This hybrid role includes virtual work and on-site engagement based on business need.
Why This Role Matters
This role strengthens the connection between technology strategy and operational execution, helping leaders prioritize demand, accelerate adoption, and realize value from investments that improve service delivery, efficiency, and stakeholder experience.
Qualifications: The Senior Customer Success Manager (CSM) is a strategic business partner who aligns technology initiatives with organizational priorities to deliver measurable business, clinical, and operational outcomes. Serving as the primary liaison between business stakeholders and Technology & Digital (T&D), this role drives executive engagement, portfolio alignment, governance, adoption, and value realization across enterprise initiatives.
The Senior CSM supports organizational growth, Digital Transformation, AI enablement, and innovation by translating business needs into actionable technology strategies. This hybrid role includes virtual work and on-site engagement based on business need.
Why This Role Matters
This role strengthens the connection between technology strategy and operational execution, helping leaders prioritize demand, accelerate adoption, and realize value from investments that improve service delivery, efficiency, and stakeholder experience.
- Bachelor's degree in business, Healthcare Administration, Information Technology, or related field.
- 4+ years of experience in Customer Success, Business Relationship Management, Healthcare Operations, Technology Management, or Program Management.
- Experience working directly with executive and senior leadership teams.
- Exceptional presentation, facilitation, and executive communication skills.
- Ability to develop compelling business cases and influence decisions at all organizational levels.
- Strong stakeholder management, negotiation, and relationship-building skills.
- Proven ability to lead cross-functional initiatives and drive organizational alignment.
- Healthcare industry experience strongly preferred.
- Experience supporting Digital Transformation, AI initiatives, or enterprise technology programs.
BRMP, PMP, Agile, Lean Six Sigma, or similar certifications. - Experience with ServiceNow, change management, portfolio management, and governance frameworks.
This is a hybrid role, with both virtual work and on-site visits as needed.
The ideal candidate is a strategic, relationship-focused leader who excels at translating business needs into actionable technology outcomes. They bring strong business acumen, executive presence, and outstanding presentation skills, with the ability to lead executive briefings, facilitate strategic discussions, build consensus among diverse stakeholders, and influence decisions at all levels of the organization. They are equally comfortable driving transformational initiatives, managing complex escalations, leading governance conversations, and championing innovative technologies that deliver measurable business value.
Minimum Required Experience: 5 Year
- Bachelor's degree in business, Healthcare Administration, Information Technology, or related field.
- 4+ years of experience in Customer Success, Business Relationship Management, Healthcare Operations, Technology Management, or Program Management.
- Experience working directly with executive and senior leadership teams.
- Exceptional presentation, facilitation, and executive communication skills.
- Ability to develop compelling business cases and influence decisions at all organizational levels.
- Strong stakeholder management, negotiation, and relationship-building skills.
- Proven ability to lead cross-functional initiatives and drive organizational alignment.
- Healthcare industry experience strongly preferred.
- Experience supporting Digital Transformation, AI initiatives, or enterprise technology programs.
BRMP, PMP, Agile, Lean Six Sigma, or similar certifications. - Experience with ServiceNow, change management, portfolio management, and governance frameworks.
This is a hybrid role, with both virtual work and on-site visits as needed.
The ideal candidate is a strategic, relationship-focused leader who excels at translating business needs into actionable technology outcomes. They bring strong business acumen, executive presence, and outstanding presentation skills, with the ability to lead executive briefings, facilitate strategic discussions, build consensus among diverse stakeholders, and influence decisions at all levels of the organization. They are equally comfortable driving transformational initiatives, managing complex escalations, leading governance conversations, and championing innovative technologies that deliver measurable business value.
Minimum Required Experience: 5 Year
