Senior Associate, Customer Success Readiness Program Management

Senior Associate, Customer Success Readiness Program Management

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

We are looking for a Senior Associate of Customer Success Readiness Program Management to join our Customer Success division. In this role, the Senior Associate will play a critical enabling role within the division while supporting program managers by executing frontline issue management, surfacing insights from customer data, and coordinating readiness activities across teams. This individual will help enable Managers and Senior Managers to focus on strategic planning, stakeholder engagement, and program evolution, while the Senior Associate ensures day-to-day execution and visibility into program performance.

The Senior Associate of Customer Success Readiness Program Management opportunity is ideal for someone who thrives in a fast-paced, cross-functional environment and is passionate about improving customer outcomes through operational excellence.

Job Responsibilities

• Compile and analyze data related to customer satisfaction, issues, and performance on offerings
• Streamline data insight into actionable feedback loops to influence operational and product enhancements
• Support business reviews and executive leadership update preparation with data summaries and visualizations
• Monitor and triage issues, escalations, and attrition remediations raised by Onboarding Success Managers, Customer Success Managers, and service teams
• Coordinate cross-organizational resolution efforts for any issues, escalations, and attrition remediations that can be addressed by Customer Success teams
• Maintain issue logs and ensure timely follow-up and closure
• Assist in creating and updating Customer Success Readiness artifacts like onboarding playbooks, training materials, and internal communications
• Provide subject matter expertise on new and evolving offers to support cross-organizational project execution
• Attend cross-functional meetings and document action items and follow-ups
• Facilitate communication between CS teams and other go-to-market functions
• Help maintain shared resources such as team folders, community pages, and knowledge bases

Typical Qualifications

• Bachelor's Degree or equivalent experience
• 2+ years of experience in Customer Success, Program Coordination, Operations, or Analytics
• Proficiency in Microsoft Excel, PowerPoint, and data visualization tools (e.g., Tableau, Power BI)
• Experience working in cross-functional environments and managing multiple priorities
• Strong analytical and problem-solving skills
• Proficient in Excel, including using pivot tables and functions (VLOOKUP) to analyze complex and large datasets
• Excellent written and verbal communication
• Highly organized with attention to detail
• Comfortable working with ambiguity and adapting to change
• Collaborative mindset and ability to build relationships across teams