Lead customer success strategy for NYC’s largest public health system, driving patient satisfaction and team performance in a mission-driven environment.

About the Opportunity

NYC Health + Hospitals is seeking a dynamic and experienced Senior Manager of Customer Success to lead our patient and customer engagement initiatives across the largest public health system in the United States. In this pivotal role, you will oversee the customer success team, driving strategies to enhance patient satisfaction, streamline service delivery, and ensure that our diverse communities receive exceptional care and support.

Key Responsibilities

• Develop and execute a comprehensive customer success strategy aligned with organizational goals
• Lead, mentor, and scale a team of customer success managers and coordinators
• Analyze patient feedback, NPS scores, and operational data to identify improvement areas
• Collaborate with clinical, administrative, and IT departments to implement patient-centric solutions
• Manage customer success software tools and CRM systems to track interactions and outcomes
• Establish KPIs and reporting frameworks to measure team performance and impact
• Advocate for patients and their families, ensuring their voices are heard in service design
• Oversee budget planning and resource allocation for the customer success department

Who We're Looking For

A strategic leader with a passion for healthcare and a proven track record in customer success management. You thrive in a fast-paced, mission-driven environment and can translate data into actionable insights. Your communication skills inspire teams and build trust with stakeholders across all levels.

• Education: Bachelor’s degree in Business, Healthcare Administration, or related field; Master’s degree preferred
• Experience: 8+ years in customer success, account management, or patient relations, with at least 3 years in a senior leadership role
• Industry: Healthcare (hospital or health system) experience strongly preferred
• Skills:
  • Proven ability to build and lead high-performing teams
  • Strong analytical skills with proficiency in CRM platforms (Salesforce, Gainsight, or similar)
  • Excellent interpersonal and conflict resolution abilities
  • Knowledge of patient experience regulations and standards (HCAHPS, etc.)
  • Budget management and strategic planning experience
• Certification: Customer Success Manager (CSM) or similar certification is a plus

• Health Insurance: Comprehensive medical, dental, and vision coverage
• Retirement Plans: 403(b) with employer matching
• Paid Time Off: Generous PTO, holidays, and sick leave
• Professional Development: Tuition reimbursement and leadership training programs
• Work-Life Balance: Flexible scheduling options
• Wellness Programs: Employee assistance and wellness initiatives