Customer Programs Manager

Customer Programs Manager Fully Remote USA Remote - Nashville, TN 37203 Description HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter. HealthStream provides the leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare's #1 platform. We streamline everyday tasks while improving performance, engagement, and safety fostering a workplace where people flourish, and care thrives. Why Join Us At HealthStream, you'll have the opportunity to make a meaningful impact on the future of healthcare by collaborating with a team of talented professionals dedicated to innovation and excellence. We offer competitive compensation, comprehensive benefits, and a supportive work environment where creativity and collaboration thrive. Our shared vision is to enhance the quality of healthcare by empowering the people who deliver care a commitment we have upheld for over 30 years through providing innovative solutions and driving constant growth. Join us in revolutionizing the healthcare industry and shaping the future of patient care. As a HealthStreamer, you will be at the forefront of healthcare technology innovation, making a recurring impact on the industry. We're proud of our values-forward culture that offers our people: Mission-oriented work Diverse and inclusive culture Competitive Compensation & Bonuses Comprehensive Insurance Plans Mental and Physical Health Support Work-from-home flexibility Fitness Center Reimbursements Streaming Good time off for volunteering Wellness workshops Buddy Program for new HealthStreamers Collaborative work environment Career growth opportunities Continuous learning opportunities Inspiring workspaces to collaborate and connect with other HealthStreamers Free employee parking at our Resource Center in Nashville At HealthStream, our thriving culture encourages collaboration and values contributions, allowing our team members to continuously solve big problems and grow. We offer flexibility and paid time off to support work-life integration for all employees, including a hybrid work environment and Streaming Good volunteer day. For team members in commutable distance, HealthStream has a Resource Center in Nashville TN. Our resource centers provide an inspiring workspace to collaborate and recharge as well as company-sponsored onsite social events for development, connection, and celebration. We are committed to driving innovation in healthcare and ensuring that patients receive competent care from qualified professionals. As a HealthStream team member, you will help bring this vision to life. If you want to work for a company committed to its values and vision, HealthStream is the place for you! HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law. Position Information Position Overview The Customer Programs Manager owns and evolves strategic customer programs that strengthen customer relationships, peer connection, and engagement. This role will have a primary and approximately equal focus on two key programs: HealthStream User Groups (HUGs) and the HealthStream Innovation Council, with responsibility for program strategy, planning, participant engagement, experience, measurement, and continuous improvement. The Customer Programs Manager will also identify opportunities for new or expanded customer programs when there is a clear customer or business need. The ideal candidate is a proactive program owner and builder who can strengthen established programs, introduce new ideas, create scalable processes, and continually improve the customer experience. Key Responsibilities Own and evolve the HUG program end to end, including strategy, planning, content direction, leader and member engagement, communications coordination, measurement, and continuous improvement. Lead quarterly HUG planning and year-round engagement in partnership with Product Marketing, Community, Customer Success, Customer Marketing, Events, and other stakeholders. Build strong relationships with HUG leaders and members and identify opportunities to expand and scale the program across products, tracks, and audiences. Own and evolve the Innovation Council (HealthStream's premier c-suite program), including program strategy, member recruitment and engagement, annual planning, event experience, follow-up, and measurement. Develop a proactive approach to identifying, recruiting, onboarding, and engaging Innovation Council members and executive participants. Partner with executives and cross-functional teams to develop meaningful Innovation Council content and experiences and capture customer insights and follow-up opportunities. Develop scalable processes, playbooks, templates, and workflows that support consistent execution and future program growth. Define and track program goals, engagement, satisfaction, participation, and other success measures; translate results into recommendations for improvement. Proactively identify new customer program opportunities based on customer needs, feedback, business priorities, or gaps in the customer journey, and develop or pilot new approaches when appropriate. Stay informed on customer program, advisory council, community, and B2B engagement best practices and bring forward new ideas to strengthen HealthStream's approach. Qualifications Requirements Bachelor's degree in Marketing, Communications, Business, Healthcare, or a related field, or equivalent practical experience. 4+ years of experience in program management, customer marketing, customer success, community, events, advisory programs, or a related field. Experience managing customer-facing programs, user groups, advisory councils, executive forums, or similar initiatives. Strong project management, communication, relationship-building, and cross-functional collaboration skills. Ability to manage multiple programs and priorities with strong organization and follow-through. Experience using customer feedback, engagement data, and program metrics to drive improvements. Healthcare or B2B SaaS experience preferred. Familiarity with CRM, community, event, survey, or project management platforms is a plus. Qualifications Proactive and self-directed, with a tendency to identify opportunities and initiate ideas rather than wait for direction. Strong program owner who can balance strategy with hands-on execution. Skilled at building relationships with customers, executives, and internal stakeholders. Organized, collaborative, adaptable, and comfortable managing multiple workstreams. Curious and innovative, with a continuous-improvement mindset. Able to turn customer feedback and program data into actionable recommendations. Compensation The salary range for this position is $70,252 - $76,190. Salary will be determined by the candidate's level of experience and qualifications. Compensation will be commensurate with skills, relevant experience, and performance in similar roles. Benefits Medical, Dental and Vision insurance Paid Time Off Parental Leave 401k and Roth Flexible Spending Account Health Savings Account Life Insurance Short- and Long-Term Disability Medical Bridge Insurance Critical Illness Insurance Accident Insurance Identity Protection Legal Protection Pet Insurance Employee Assistance Program Fitness Reimbursement Are you passionate about enhancing healthcare outcomes and empowering healthcare professionals? Join the HealthStream team and become a HealthStreamer! Together, we can make a difference in the world of healthcare. Recruitment Fraud Notice: HealthStream is committed to protecting job seekers from recruitment fraud. All legitimate communications from HealthStream's Talent Acquisition team will come from an official HealthStream email address. HealthStream will never ask candidates to pay fees, purchase equipment, provide banking information, or share sensitive personal information outside of our secure hiring and onboarding process. If you receive a suspicious message claiming to be from HealthStream, please proceed with caution and report it to the appropriate authorities.