IT Project Manager III (Senior Customer Success Manager) - Digital and Technology Partners - Hybrid

IT Project Manager III (Senior Customer Success Manager) - Digital and Technology Partners - Hybrid

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 Senior Customer Success Manager 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. 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.

• Manage high-value healthcare customers and strategic digital health initiatives, leveraging deep knowledge of provider workflows, reimbursement models, and patient engagement strategies.
• Develop long-term strategies to drive retention and expansion of digital products across health systems, using data-driven decision-making to align with business goals and customer success metrics.
• Serve as a trusted advisor to providers and administrators, offering workflow optimization insights and guiding teams through digital transformation and operational change.
• Lead complex customer escalations, navigating healthcare regulatory constraints and applying strong conflict resolution and problem-solving skills to deliver proactive solutions.
• Provide strategic recommendations based on user behavior and product performance analytics, incorporating insights from EHR integrations, telehealth platforms, and healthcare IT systems.
• Mentor and support junior CSMs, leading training and development programs while promoting best practices and team-wide process improvements.
• Report on engagement KPIs and present insights to leadership teams, communicating strategic initiatives and customer impact through clear, compelling presentations and reports.

• Bachelors degree in Computer Science or a related discipline; prefer degree in healthcare administration, business, IT, public health, health informatics, or a related field. 
• Master's degree preferred in business administration, public health, health informatics, or related field.
• PMP, CSM, CCSM, CPHIMS certifications a plus.
• 10 years of diverse experience in multiple areas of technology of which at least five years in a leadership position, or an equivalent combination of education and work experience, including at least 5 years supervising technical staff.

Other strongly preferred skills:

• Extensive experience managing high-value customer relationships, driving retention, and ensuring long-term success in healthcare technology or digital health solutions.
• Proven ability to lead the onboarding, training, and integration of digital health tools, EHR systems, or telehealth platforms within healthcare settings.
• Experience working closely with marketing, product, and operations teams to align customer needs with product development and business goals.
• Track record of identifying opportunities to expand product adoption and increase customer lifetime value within healthcare settings.
• Experience managing or mentoring junior customer success managers, supporting their growth, and driving team-wide process improvements.
   

Key Competencies

• Strategic account management
• Data-driven decision-making
• Cross-functional leadership
• Customer advocacy & digital transformation
• Problem solving & escalation management
• Executive communication & presentation
• Mentorship & team development
• Adaptability & learning agility

Desired Qualities

• Leadership and executive communication: Ability to influence senior stakeholders, communicate strategic initiatives, and present data-driven insights to healthcare executives.
• Strategic planning and growth: Expertise in aligning customer success strategies with company objectives to drive revenue, retention, and long-term partnerships.
• Conflict resolution and problem-solving: Skilled at handling complex customer escalations, navigating healthcare regulatory constraints, and implementing proactive solutions.
• Stakeholder and change management: Experience guiding healthcare providers, administrators, and IT teams through digital transformation and operational change.
• Data-driven decision making: Strong analytical skills to interpret customer success metrics, engagement trends, and usage data to optimize product adoption and satisfaction.
• 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, M5L - HSO Digital Experience - MSH, Mount Sinai Hospital