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Role Description

The Manager, Customer Success (CSM) serves as a strategic partner to hospital and health system executive leadership, ensuring clarity, accountability, and continuous improvement in adherence to corporate policies and the operational processes that support them. This role monitors and drives operational success across a designated region of hospitals and health systems, strengthening alignment between facilities and the Shared Business Operations (SBO).

The Manager, Customer Success provides enterprise-level oversight and partnership to support operational alignment, performance improvement, and adherence to corporate standards across multiple facilities, regions, or business units. This role serves as a strategic liaison between corporate functions and operational entities to ensure consistent execution of organizational priorities and sustainable performance outcomes.

• Monitors operational performance across assigned facilities, regions, or functional areas using standardized scorecards, dashboards, and performance metrics.
• Identifies trends, risks, and improvement opportunities and develops recommendations to enhance operational effectiveness and policy adherence.
• Partners with executive and operational leaders to develop and implement targeted action plans to address performance gaps.
• Serves as a liaison between corporate departments and operational entities to support alignment with corporate standards, governance frameworks, and strategic initiatives.
• Facilitates adoption of standardized processes, policies, and performance expectations across assigned areas.
• Provides data-driven insights and regular performance updates to regional and corporate leadership.
• Supports onboarding, integration, or transition efforts to ensure alignment with corporate operational models.
• Drives continuous improvement initiatives to strengthen accountability, transparency, and operational consistency.

Qualifications

• Bachelor’s Degree in Business Administration, Healthcare Administration, Finance, Operations Management, or related field required
• Master’s degree (e.g., MHA, MBA) or related advanced degree preferred.
• 5-7 years of progressive experience in healthcare operations, performance improvement, consulting, shared services, or related field required
• Experience working with executive leadership and multi-site or regional operations preferred

Requirements

• Experience within a shared services environment, corporate healthcare environment, or multi-site health system preferred.
• Background in performance improvement, operational excellence, or healthcare consulting preferred.
• Knowledge of healthcare policy, compliance standards, and process governance preferred.
• This is a fully remote opportunity with travel required for this role (up to 50%).
• This position is not eligible for immigration sponsorship now or in the future. Applicants must be authorized to work in the U.S. for any employer.

Benefits

• Competitive compensation
• Paid time off for vacations, holidays, and illness
• Comprehensive health insurance (medical, dental, vision, prescription)
• 401(k) retirement savings plan
• Education support and student loan assistance
• Life and disability insurance
• Flexible spending account