Customer Success Program Manager

Humankind is on a mission.

We are transforming healthcare.

We are empowering individuals to put emotional health first.

Who we are.

We are on a mission to transform mental and emotional healthcare. Using data and “machine smarts” we find the people who need help before they crash into the system. We don’t wait for things to get worse. Our unique approach combines both the heart of clinical care management and the science of machine learning to transform the health and wellbeing of large populations. From workplace pressures to financial challenges, marital struggles, and behavioral health issues, our teams deliver the kind of support that makes a measurable difference in the lives of the individuals and families we serve.

Why we need you.

We’re growing and building a hand-picked team of positive, optimistic, empathetic rockstars. We are looking for passionate humans to join our multi-disciplinary team of professionals and inspire hope for “the other eleven” to live their best life. Let’s do this.

Who you are.

You are passionate, open minded, and you make a daily difference in the lives of those around you. You are the person people ask for help, guidance, and direction. You are an optimist. You remove obstacles. And just like us, you wear your H.E.A.R.T. on your sleeve with Hope, Empathy, a preference for Action, a willingness to Raise the bar, and a belief that Trust is at the core of every meaningful relationship.

Job Summary:

The Customer Success Program Manager is responsible for leading key customer success programs, client implementations, and strategic initiatives that enhance customer outcomes and support organizational growth. This role serves as a central point of coordination across Customer Success, Operations, Analytics, Product, and external partners to ensure successful execution of customer-facing programs and onboarding initiatives.

The Customer Success Program Manager develops scalable processes, drives cross-functional alignment, monitors program performance, and supports continuous improvement across the customer lifecycle. As the organization grows, this role may also provide leadership and oversight to implementation and program support resources.

The ideal candidate is a proactive problem solver who can navigate ambiguity, leverage data to drive decision making, and collaborate effectively across teams to deliver meaningful business results and exceptional customer experiences.

What you’ll do (Essential Job Functions)

Customer Success Program Management

• Manage and execute customer success campaigns across all client accounts to drive adoption, engagement, satisfaction, and retention.
• Develop and maintain processes that ensure consistent delivery of customer success initiatives.
• Monitor program performance and recommend improvements based on client feedback, data, and business objectives.
• Partner with Customer Success, Sales, Operations, and Product teams to align customer-facing activities and priorities.

Client Implementations

• Lead and coordinate end-to-end new client implementation activities, ensuring a seamless onboarding experience.
• Develop implementation plans, timelines, and communication strategies for clients and internal stakeholders.
• Track project milestones and proactively identify risks, barriers, and dependencies.
• Ensure successful transition from implementation to ongoing customer success management.

Documentation & Playbook Management

• Create, maintain, and continuously improve customer success playbooks, standard operating procedures, templates, and client-facing documentation.
• Establish documentation standards to promote consistency, scalability, and operational excellence.
• Serve as the owner of customer success resources and knowledge management tools.

Project & Initiative Coordination

• Lead special projects and strategic initiatives that support Customer Success goals, process improvement, and organizational growth.
• Identify operational challenges and lead resolution efforts to improve efficiency and customer outcomes.
• Coordinate cross-functional initiatives with the Analytics team to support reporting, customer insights, and program optimization.
• Facilitate project meetings, track deliverables, and ensure accountability among stakeholders.

Data Analysis & Reporting

• Analyze customer, adoption, and performance data to identify trends, opportunities, and risks.
• Translate data into actionable insights and recommendations for leadership and customer-facing teams.
• Collaborate with the Analytics team to develop reports, dashboards, and success metrics.
• Monitor program effectiveness and communicate results to stakeholders.