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. Senior Associate, Customer Success Readiness Program Management. 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.

• 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 (OSMs), Customer Success Managers (CSMs), 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

• 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

• Health and financial benefits
• Commuter support
• Employee assistance programs
• Tuition assistance
• Employee resource groups
• Collaborative workspaces

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count.