• Job Description

  Req#: 3029702

  This hybrid role requires the ability to work at various Mount Sinai Health System locations, including our primary office which is located at 150 E 42nd Street, New York, NY 10017

  We’re looking for a seasoned and strategic Customer Success Manager II to join our high-performing team leading the way in digital health transformation. In this role, you’ll manage key healthcare partnerships, drive adoption of innovative digital tools, and serve as a trusted advisor to providers and administrators. You’ll combine deep healthcare expertise with strong relationship management and data-driven strategy to ensure long-term customer success and retention. In this role, you’ll develop strategic recommendations and collaborate closely with leadership to drive customer success initiatives. If you’re passionate about improving care delivery through technology and thrive in a cross-functional, fast-paced environment, we’d love to meet you.

  Qualifications

  • Bachelor's degree in healthcare administration, business, IT, public health, health informatics, or a related field required.

  • Master's degree preferred in business administration, public health, health informatics, or related field.

  • PMP, CSM, CCSM, CPHIMS certifications a plus.

  • 8+ years of related experience, of which 4 years in management experience, or an equivalent combination of education and work experience. At least 5 years supervising technical staff.
  • Proven track record of managing customer relationships, ensuring retention, and driving customer satisfaction in healthcare or health tech settings.
  • Hands-on experience leading customer onboarding, product training, and workflow optimization to ensure seamless integration in healthcare settings.
  • Working with internal teams such as marketing, product, engineering, and operations to align customer needs.
  • Familiarity with healthcare IT solutions, including EHR systems, telehealth platforms, and patient engagement tools preferred.

  Key Competencies

  • Relationship building
  • Problem-solving
  • Data analysis
  • Stakeholder and change management
  • Process optimization
  • Presentation and writing

  Desired Qualities

  • Relationship-building: Ability to develop strong, trust-based relationships with healthcare providers, administrators, and other key stakeholders.
  • Problem-solving: Identifying and addressing customer pain points proactively while ensuring positive customer experiences.
  • Data analysis: Ability to interpret customer usage data, engagement trends, and KPIs to drive actionable insights and improve outcomes.
  • Stakeholder and change management: Navigating complex healthcare ecosystems, working with providers, administrators, and IT teams to drive adoption of new technologies.
  • Process optimization: Understanding and optimizing EHR workflows, telehealth protocols, and patient engagement strategies for efficiency and compliance.
  • Presentation and writing: Strong ability to convey technical information in an accessible manner, conduct customer training, present insights to leadership, and market the value of our products.
    

  Non-Bargaining Unit, 267 - DTP Digital Engagement - MSH, Mount Sinai Hospital

  Responsibilities

  • Develop and maintain relationships with a portfolio of healthcare departments and provide recommendations for optimization strategies to ensure successful adoption of digital health tools.
  • Develop and recommend onboarding and training approaches, executing plans with leadership buy-in that will integrate with patient and providers workflows.
  • Develop data-driven recommendations for product adoption and expansion within the Mount Sinai system.
  • Recommends workflow integration strategies based on customer needs assessments.
  • Partners with IT, product, marketing, and operations teams to identify issues and propose solutions to enhance customer experience.
  • Monitors key success metrics (e.g., engagement, retention, net promoter score) and propose improvement strategies to be implemented by the customer success team.
  • Present quarterly portfolio assessment with recommendations for retention and expansion opportunities.
  • Coordinate and execute engagement events, content creation, and roadshows to drive product adoption and awareness.

• About the company

  The mission of the Mount Sinai Health System is to provide compassionate patient care with seamless coordination and to advance medicine through unrivaled education, research, and outreach in the many diverse communities we serve.

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