Senior Customer Success Manager, Health Systems

The Health Management Academy (THMA) brings together health system leaders and innovators to collectively address the industry’s biggest challenges and opportunities. By assisting executives in cultivating peer networks, understanding key strategic trends, establishing pragmatic partnerships, and developing next-generation leaders, our members are better positioned to lead industry transformation.   The Health Management Academy offers a dynamic atmosphere with significant opportunities for employees. If you are interested in contributing to a member-centric, creative, and collaborative workforce while deeply influencing top leaders and institutions in healthcare, THMA could be the right place for you! Position Overview The Health Management Academy brings together health-system leaders and healthcare innovators to navigate the industry's most important challenges. We help executives build trusted peer relationships, understand strategic trends, form practical partnerships, and develop the next generation of healthcare leaders. Provelle, part of The Health Management Academy, builds software that helps healthcare leaders make better decisions, strengthen their organizations, and become more effective leaders. We are a small, collaborative team with the opportunity to shape both the products we build and the impact they have across healthcare. Embley is our AI-enabled leadership-support platform for frontline nurse managers. It helps managers work through difficult situations, practice critical conversations, and build leadership skills in the flow of work - while giving health-system leaders better visibility into where their teams need support. The Senior Customer Success Manager will own implementation and adoption across Provelle's health-system customers. This is not a relationship-maintenance role. You will be accountable for getting complex organizations live, helping the product become part of managers' day-to-day work, and demonstrating meaningful value to executive sponsors. You will spend time with customers in the field, solve problems that do not yet have a playbook, and help us build a repeatable customer-success model. This is a senior individual-contributor role with no direct reports to start. Primary Job Duties 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. Minimum Qualifications 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. We care more about what you have owned than an exact number of years. 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. Eff