Sr. Project Manager - Customer Success

The Role Title: Senior Project Manager & Process Improvement Specialist Team: Customer Success Location: San Diego Reports To: CCO or their designee About PracticeTek Stop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go! We’re on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity. We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together. At PracticeTek, you’ll get to: Shape the future of healthcare with technology solutions that are always evolving to meet real‑world needs. Team up with passionate, talented people who care deeply about patients, providers, and making a difference. See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone. Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development. Why You’ll Love It Here As part of the TekTribe, you’ll enjoy: Comprehensive health, dental, and vision coverage options Wellness benefits that support lifestyle, behavioral health, and overall wellbeing Flexible paid time off, sick time, and 10 company-paid holidays 401(k) plan with company match to help you build your future Culture Committee driving initiatives that spark connection, fun, and belonging A workplace powered by innovation, collaboration, and energy every day What You’ll Do Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner: The Senior Project Manager & Process Improvement Specialist is a senior individual contributor and shared-service partner to the Customer Success leadership team. Reporting to Customer Success Leadership, this role leads high-priority programs and process‑improvement initiatives across Onboarding, Customer Success, Support, Customer Success Operations, Reporting, Data and AI, RCM Services, and CT Revenue. The position combines disciplined project leadership with practical process redesign—turning strategic priorities into clear plans, aligned decisions, sustained adoption, and measurable operating results. Lead complex, cross‑functional Customer Success programs from initial charter through implementation, adoption, and benefits realization. Partner with senior leaders to define business outcomes, scope, success measures, roadmaps, decision rights, owners, dependencies, and resource needs. Map and improve end‑to‑end customer and internal workflows, removing bottlenecks, unclear handoffs, avoidable rework, and inconsistent practices across teams and brands. Create governance and operating discipline that make priorities, risks, decisions, commitments, and trade‑offs visible to leaders and delivery teams. Use performance data, employee insight, and customer evidence to validate improvements, sustain gains, and identify the next highest‑value opportunity. Essential Responsibilities Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner: Strategic Program & Portfolio Management Own integrated program plans for strategic Customer Success initiatives, including milestones, workstreams, dependencies, resources, risks, decisions, and measurable outcomes. Maintain a clear portfolio view of active and proposed initiatives so senior leaders can prioritize work, sequence change, resolve capacity conflicts, and make informed trade‑offs. Lead discovery and planning sessions that convert broad objectives into executable charters, work plans, roles, deliverables, and acceptance criteria. Drive execution across functions and brands, following through on commitments and escalating issues early with facts, options, and recommendations. Close programs deliberately by confirming deliverables, transferring ownership, documenting lessons, and measuring whether intended benefits were realized. Process Improvement & Operational Excellence Facilitate current‑state and future‑state process mapping across the customer lifecycle, with particular attention to cross‑functional handoffs and sources of customer or employee friction. Use root‑cause analysis, workflow data, and frontline input to identify failure points, control gaps, unnecessary complexity, and opportunities for standardization or automation. Design practical future‑state processes with clear roles, decision rights, service expectations, escalation paths, controls, and supporting documentation. Partner with Customer Success Operations, Reporting, Data and AI leaders to strengthen workflow visibility, measurement, automation, and scalable execution. Pilot changes with defined baselines and success criteria, incorporate feedback, and scale only after the new process demonstrates better outcomes. Executive Partnership & Cross‑Functional Governance Serve as a trusted execution partner to senior leaders across Onboarding, Customer Success, Support, Customer Success Operations, RCM Services, and CT Revenue. Facilitate governance forums, working sessions, decision reviews, and operating checkpoints that keep teams aligned on priorities, ownership, dependencies, and next actions. Surface cross‑functional conflicts and trade‑offs early, frame decisions clearly, and help leaders resolve issues without allowing work to stall between organizational boundaries. Provide concise executive communications that distinguish progress, risk, decisions needed, and expected business impact. Change Management & Adoption Assess stakeholder impact and create fit‑for‑purpose communication, training, readiness, and adoption plans for each major initiative. Partner with functional leaders and people managers to prepare teams for new roles, workflows, tools, standards, and performance expectations. Track adoption and behavior change after launch, identify resistance or unintended effects, and coordinate corrective action before new practices erode. Transition completed work to accountable business owners with documented standard work, measures, governance, and support expectations. Measurement, Risk & Continuous Improvement Define baselines, leading indicators, outcome measures, and reporting expectations that show whether programs and process changes are delivering value. Monitor schedule, scope, capacity, dependencies, risk, adoption, and benefits realization; maintain transparent logs for decisions, actions, issues, and changes. Conduct retrospectives and post‑implementation reviews, converting lessons into improved methods, templates, playbooks, and leadership practices. Build a reusable Customer Success project and process‑improvement toolkit that increases consistency without creating unnecessary bureaucracy. Your unique talents are what makes you shine. For this role, success looks like: 7+ years of progressive experience in project management, program management, operational excellence, business transformation, process improvement, or a related discipline. Proven success leading complex, cross‑functional initiatives from ambiguity through implementation, adoption, and measurable results. Experience partnering with senior leaders and influencing teams without direct authority; B2B SaaS, Customer Success, post‑sale operations, or healthcare technology experience is strongly preferred. Strong capability in process mapping, root‑cause analysis, workflow redesign, operating controls, standard work, and continuous‑improvement methods. Demonstrated ability to establish governance, manage interdependent workstreams, resolve execution risks, and communicate trade‑offs and recommendations clearly. Strong analytical and business judgment, with the ability to translate operational data and qualitative evidence into practical decisions and improvement priorities. Exceptional facilitation, executive communication, stakeholder management, organization, and documentation skills. Proficiency with modern project, collaboration, workflow, and reporting tools; experience with CRM, customer‑success, service‑management, or analytics platforms is a plus. PMP, PgMP, Lean Six Sigma, Prosci, or comparable project, process‑improvement, or change‑management certification is preferred but not required. A practical, low‑ego working style that combines urgency, curiosity, follow‑through, and respect for the expertise of functional leaders and frontline teams. The Fine Print (That Really Matters) At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. Compensation for this position will be established in accordance with the approved range for the role. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable. This job description is not a contract of employment and does not alter the at‑will relationship between PracticeTek and its employees. #J-18808-Ljbffr