Customer Success Program Management Lead

About Our Client

Our client is a leading healthcare technology company focused on AI voice solutions. Their mission is to ease clinicians’ administrative burden through assistive, seamless technology. Their flagship product is a generative AI assistant that captures patient-clinician conversations to automatically generate clinical documentation, improving efficiency and revenue.

They also license their AI and speech platform to partners building voice-enabled healthcare tools. Driven by a fast-paced, user-centered culture, the company is led by technologists, clinicians, and industry experts committed to advancing medical technology.

What will you do every day?

The Customer Success team ensures the successful adoption, retention, and growth of enterprise healthcare clients by acting as trusted advisors to clinicians, administrators, and executives. They deliver personalized engagement to maximize product value and improve workflow efficiency.

As a Program Manager, you’ll lead strategic initiatives, manage a team of specialists, support enterprise deployments, and serve as the main liaison with the Business Operations team in India. You’ll drive cross-functional projects, ensuring they are completed on time, within scope, and on budget, while enhancing operational efficiency and customer experience.

This player-coach role involves leading meetings, coordinating teams, managing quality assurance, and supporting scalable solutions across the customer journey—from deployment to expansion. The ideal candidate is mission-driven, motivated, and committed to reducing the administrative burden on healthcare providers.

Responsibilities include but are not limited to:

Leadership and Team Management

• Manage Customer Specialist and Business Operations teams within Customer Success, overseeing execution and coordination of cross-functional initiatives
• Foster a culture of collaboration, accountability, and continuous improvement across teams
• Act comfortably as a player-coach and manage and develop team members in both the US and India, building capacity for long-term organizational success
• Facilitate knowledge sharing and ensure consistency and scalability in program management methodologies and best practices
• Travel during team offsites and quarterly meetings
• Work flexible hours based upon customers’ and team’s schedules in different time zones across the US and India

Program and Project Management

• Lead the planning, execution, and successful delivery of cross-functional projects and strategic initiatives, ensuring alignment with key objectives
• Collaborate with stakeholders to define project scope, objectives, timelines, and resource needs
• Monitor and report on project progress, addressing risks and issues proactively to ensure successful completion
• Organize existing RFP Customer Success responses, and create initial RFP responses for review by CS Leadership
• Facilitate better integration and alignment between functions and teams, including Operations, Customer Success, Implementation, Product, Data & Insights, and Marketing in both the US and India
• Oversee tactical projects such as customer/partner integration mapping, and administrative set up, such as onsite scheduling and coordination
• Maintain and continuously improve tools and processes to support scalability and efficiency, including platforms such as Gainsight, Salesforce, and others as needed

Strategic Support

• Act as a trusted advisor to the Customer Success leadership and team, providing insights, analysis, and recommendations to support strategic decision-making
• Collaborate with teams across Sales, Product, Customer Success, and other departments to align initiatives in support of our customers and company priorities
• Develop, implement, and monitor strategies that drive operational and commercial success, ensuring alignment with organizational goals

Operational Efficiency and Process Improvement

• Partner with the SVP of Customer Success and analytics teams to design and implement dashboards and key performance indicators (KPIs) for our customers and associated functions within tools such as Gainsight and Salesforce
• Conduct root cause analyses and recommend solutions to improve efficiency, quality, reduce costs, and enhance customer and customer experiences
• Update and maintain robust internal knowledge base and work with members across Customer Success to ensure documentation is relevant and up to date

Executive Presentation and Communication

• Prepare professional, concise presentations on projects and initiatives for the executive team
• Communicate complex ideas and project updates in a manner suitable for a C-suite audience
• Translate complex ideas into digestible and actionable data points for frontline Customer Success team members

Requirements:

• Education: Bachelor’s degree required
• 6+ experience in operations, strategy, or project management roles, or any role that has managed processes end-to-end
• Proven ability to manage complex projects and drive initiatives to successful completion
• Experience with workforce optimization, quality frameworks, and KPI development preferred
• Strong analytical, communication, and interpersonal skills, with the ability to influence stakeholders at all levels
• Project management skills, with a keen ability to think critically, prioritize effectively, and communicate expediently
• Fantastic organizational skills and great follow through on tasks with attention to detail
• Exceptional written and verbal communication skills
• Ability to think critically, prioritize effectively, problem solve creatively, and communicate expediently
• Proficient in Microsoft Office, Google Suite, Atlassian, and Microsoft office
• Growth mindset to learn new skills in a fast paced environment

Preferred:

• Advanced degree (e.g., MBA, MHA) or PMP certification preferred
• 2+ years of experience in management
• Experience managing tools like Salesforce or Gainsight

Tell me more about the company

• On a roll: Named by Fast Company as one of the most innovative companies, named Google’s Partner of the Year for AI/ML, named by Forbes as one of the top 50 companies in AI
• Great team: Founded, managed, and backed by successful tech veterans from Google and Apple and medical leaders from UCSF and Stanford. They have technologists and doctors working side-by-side to solve complex problems
• Great investors: Backed by Venrock, First Round Capital, Flare Capital, March Capital, and others.
• Huge market: Disrupting a massive, growing $30+ billion market for transcription, dictation, and order-entry solutions. The vision is to become the voice user interface for healthcare, relieving the administrative burden on doctors instead of adding to it
• Great customers: Solutions are used in health systems and clinics across the country, supporting clinicians across dozens of specialties.
• Impact: You’ll make an impact from day one. You’ll join a team working towards a shared purpose with a culture built upon deep empathy for doctors and passion for making their lives better

Salary Range$130,000 - $160,000 in CA.Location:

This position can be remote and supports team members across the United States and India. You are welcome to visit and/or work out of the office in Redwood City, California. One or two weeks a year, the team gathers for a company-wide onsite. They may also gather for a Customer Success in-person working session at/near their office up to two additional weeks per year.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”