Customer Success Manager

Amid clinical workforce shortages, rising healthcare costs, and ongoing concerns about inequity, IMPaCT unlocks the power of the grassroots community health workforce.

• A project management maestro – You flawlessly orchestrate implementations, capture critical details, and distill complex discussions into crisp takeaways and action items. You are organized and proactive, moving ahead of schedule and ensuring nothing falls through the cracks.
• A communication ninja – Your emails, decks, and meetings are models of clarity and concision. You know when to speak, when to listen, and how to communicate with intention.
• A relationship architect – You balance empathy with accountability, listening first and building deep trust with customers while ensuring everyone stays on track.
• A health tech whisperer – You geek out on SaaS tools (CRM, Zoom, Asana) and healthcare workflows.

• Orchestrate with Precision: Build structured project plans that work backward from goals, tracking all deliverables, owners, and timelines across stakeholders.
• Document Like a Pro: Maintain real-time, accurate documentation in Salesforce and Asana. Capture decisions with laser focus (e.g., "Per 6/15 discussion, Sunbelt will pilot new workflows by Q3").
• Own the "Hub": Act as the central point of alignment between internal teams (Product, Tech, WFD, DCT), holding stakeholders accountable to timelines and ensuring clean handoffs.

• See Around Corners: Identify risks early and flag them appropriately before they become blockers.
• Exercise Judgment: Distinguish between what to solve independently and when to escalate. Avoid false urgency by prioritizing based on real project risk.
• Communicate the Tradeoffs: Proactively prepare customers for risks, delays, or necessary tradeoffs to keep the big picture on track.

• Portfolio Mastery: Co-manage 10–15 healthcare customers, ensuring retention and contract expansion through tight execution and professional presence.
• Launch Excellence: Support end-to-end CHW program launches, coordinating across stakeholders to achieve specific customer goals and seamless platform adoption.
• Streamline Technical Success: Own the Tech Review process. Collaborate with IT and customer stakeholders to align on compliance and technical needs, ensuring frictionless scalability.

• Manage concurrent projects with zero dropped balls.
• Summarize discussions into 1-pagers that executives love.
• Navigate healthcare stakeholders (Healthcare systems, CBOs, payers).
• Tech stack proficiency: Google suite, CRM (Salesforce), Zoom, Asana, LMS platforms.
• Bachelor’s degree.
• Travel: 1-2x/quarter for IMPaCT team retreats and customer onsite visits.