Lead and scale the entire post-sale customer journey, from onboarding through renewal. This role is responsible for Onboarding, Support, Customer Success, and Ongoing Services, ensuring customers are set up for success, supported when needed, and consistently achieving value on our platform. This involves leading and growing a high-performing team, building and executing a customer experience strategy, and owning key customer metrics to drive retention and upsells.
The Senior Escalations Program Manager is the single-threaded owner for complex customer escalations, coordinating resources, managing executive communications, and ensuring rapid resolution. Leveraging insights from these cases, the role leads projects that eliminate root causes, streamline workflows, and scale processes.
This leader drives scaled engagement models, digital programs, and partner motions to ensure customer adoption, value realization, and retention. The role requires balancing operational excellence with strategic vision to deliver consistent, high-impact customer experiences at scale. The Director will define and execute the customer success strategy for commercial and scale segments and build and lead a high-performing team across named CSMs, pooled, and partner-led models.
In this dynamic role, you'll work directly with practice partners to optimize success strategies, solve operational challenges, and drive both clinical excellence and financial performance. You're a strategic partner helping practices navigate the evolving healthcare landscape. This role is perfect for someone passionate about healthcare transformation.