Customer Success Program Manager

Job Description

Job Description

Description:

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.

Requirements:

• Bachelor's degree in Business, Marketing, Communications, Operations, or a related field, or equivalent experience.
• 3-5+ years of experience in Customer Success, Program Management, Project Management, Client Services, or a related role.
• Health care or related field experience.
• Demonstrated experience managing multiple projects and priorities simultaneously.
• Experience coordinating cross-functional initiatives and working with diverse stakeholder groups.
• Proficiency with CRM platforms, project management tools, and reporting systems.
• Strong analytical and problem-solving capabilities.

This role is a great fit if you are…

• Passionate about improving lives and believe in the greater good.
• Tenacious and persistent, bringing creative solutions to tough challenges.
• Accountable and collaborative. Working remotely, you will work independently, but you’ll never be or feel alone.
• Proactive, and able to take ownership of key tasks, and keep in regular communication with your team.
• Not afraid to have tough conversations or make recommendations.
• Thorough, detail-oriented, and committed to getting the job done.
• Efficient and able to move through a to-¬do list, effectively prioritizing the triage of competing demands.
• Growth-oriented, thriving on constructive feedback, which you view as an opportunity to polish skills.
• Open-minded, non-judgmental, compassionate, flexible, and have good humor.
• Someone who thrives in a fast-paced and evolving environment. We move quickly to optimize tools and protocols based on data.
• Open to learning new techniques and tools and viewing them as an opportunity to make your work easier and more impactful.
• Reside in AR, AZ, CO, DE, FL, GA, IL, KY, LA, MA, MD, MN, MO, NC, NE, NH, NJ, NV, OH, OR, SC, TN, TX, VA, WA, or WI.

Please Note: Remote employees must comply with our Remote Work and Private Workspace Policy. Specifically, the following key requirements:

• Appropriate network quality and internet speed necessary to perform the job remotely.
• A hard-wired internet connection (Satellite, wireless or cellular internet is not supported.)
• A Separate room with a door (or private space if you live alone)
• Use of Company authorized Laptop.

Please Note: Humankind does not offer sponsorship of employment visas of any kind.

(EEO)

Humankind is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Humankind is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Humankind are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Humankind will not tolerate discrimination or harassment based on any of these characteristics.

(ADA)

All applicants are required to be able to perform the essential functions of the position, with or without reasonable accommodations.

(CA)

California residents have rights under the California Privacy Rights Act (CPRA). Click here to learn more about how your personal information may be collected, used or disclosed.