Customer Project and Success Manager

Position Overview

As a Customer Projects and Success Manager at Founda Health, you will not only be the cornerstone of customer engagement and satisfaction but also play a pivotal role in shaping our Customer Success department. You will manage end-to-end project lifecycles for healthcare IT solutions, guiding customers from onboarding through to full product adoption and ongoing value delivery. You will own the customer journey from onboarding and software implementation to continuous value delivery and product adoption, influence how we engage with customers, align cross-functional teams, and deliver seamless project execution. Your role involves coordinating with internal and external stakeholders to ensure seamless project execution, while identifying growth opportunities to drive expansion and success.

Role & Responsibilities

End-to-End Project Management

• Lead the customer onboarding process and delivery of healthcare IT projects, managing the full project lifecycle for solutions like the Founda Product Suite, patient portals, and third-party integrations (e.g., Master Patient Index, Clinical Data Repository, appointment booking systems).
• Develop and maintain project plans, timelines, resource allocation, risks, issues, and deliverables, align with customer goals and internal capabilities.
• Utilize Agile and other project management methodologies to ensure projects are delivered efficiently and on schedule.
• Oversee and prioritize project workflows to balance competing deadlines, customer needs, and internal capacity.

Customer Success & Value Delivery

• Serve as the primary point of contact for customers, ensuring smooth post-sales engagement and alignment on goals.
• Guide customers from onboarding to product adoption, focusing on achieving measurable outcomes and building long-term value.
• Conduct regular success reviews, monitor customer health metrics (e.g., NPS, satisfaction scores), and proactively mitigate risks to ensure retention.
• Develop strategies to maximize customer engagement, adoption, and ROI from the product suite.
• Partner with Sales to identify and support expansion opportunities within existing accounts.

Feedback Loop & Continuous Improvement

• Gather, analyze, and document customer feedback to identify recurring challenges, unmet needs, and opportunities for product enhancement.
• Collaborate with Product and Engineering teams to translate customer insights into actionable improvements for product roadmaps.
• Develop policies, playbooks, and best practices to optimize Customer Success operations, ensuring scalability and efficiency.
• Share insights across departments to align organizational efforts with customer-centric priorities.

Cross-Team Collaboration

• Act as the bridge between customers and internal teams, ensuring seamless communication and collaboration across functions (Product, Engineering, Support, Sales, and Marketing).
• Align with Sales on customer goals, expectations, and opportunities to ensure a consistent customer journey from pipeline to post-sales.
• Partner with Marketing to incorporate customer stories and insights into campaigns, positioning, and educational resources.
• Work on operational initiatives to build and refine the Customer Success function, enhancing its value across the organization.

Team & Resource Management

• Steer cross-functional project teams, including internal resources, freelancers, and third-party vendors, ensuring alignment with project goals and efficient execution.
• Collaborate with the cross-functional teams to meet project milestones and delivers a positive customer experience.

Our Ideal Candidate

Experience:

• Has a degree in Business Management, Digital Transformation, Information Technology, Healthcare Management, Project Management or a related field
• At least 3-5 years of experience in customer success, customer onboarding or project management roles within B2B, enterprise SaaS. Experience with healthcare software projects will be an advantage
• Proven track record in managing software implementation, integration or digital transformation projects with multiple software integration, various stakeholders, in complex, regulated environment. Experience in healthcare domain will be an advantage
• Successfully delivered projects across Europe and/or Middle East and other countries

Technical and business acumen

• Familiarity with complex system integrations, data management solutions, and third-party software integrations, preferably in sectors like healthcare, finance, or other data-driven industries. Knowledge of APIs, data interoperability standards (e.g., HL7, FHIR), and healthcare integration frameworks is a plus
• Familiarity with regulated environments like healthcare, including understanding of compliance requirements (e.g., GDPR, HIPAA)
• Strong understanding of various project management methodologies (Agile, PMP, Lean Six Sigma)
• Experience with HubSpot, project management tools, and productivity tools to manage customer success activities and track project progress

Skills

• Self-starter with the ability to take ownership of initiatives, drive them independently, and execute with a high level of integrity
• Empathy and customer-centric thinking
• Ability to set clear priorities and communicate them effectively
• Ability to simplify complex processes with positive solution-oriented mindset
• Excellent in navigating cross-functional collaboration, fostering alignment between departments
• Openness to feedback and alternative opinions and ideas
• Easy going personality, high tolerance to cultural differences
• Fluent in both English and German
• Commercial mindset with an ability to identify opportunities for growth and expansion within client portfolios
• Resilience and adaptability in a fast-paced, evolving environment
• Comfortable working with multiple remote teams across time zones

A Day in the Life:

It’s Thursday, and you’re managing a portfolio of healthcare clients in Middle East. You start your day with a mid Sprint check-in, aligning on the progress of the implementation team using Scrumban methodologies. You review key tasks and deliverables, ensuring everything is on track, picking up issues to support your team progress.

Mid-morning, you lead an alignment session with the customer and third-party vendors involved in the project, addressing any potential roadblocks. Afterward, you check sales pipeline for new opportunities where your team support might be needed, you update project statuses in CSM system to prepare for the next sprint, ensuring transparency for all stakeholders.

Later in the day, you might join an alignment session with the product and sales teams to discuss the product roadmap and provide input based on current customer feedback and market specifics.

As the day winds down, you review the week’s achievements, sync with your internal Leads, and plan the next steps for driving customer adoption and satisfaction.

Join us in our mission!

We aim to become the infrastructure for data availability within the global healthcare landscape. Ambitious and challenging? Absolutely. If you're ready to make a difference and embrace the values of curiosity, being connected, ownership, and being a change-maker, we'd love to hear from you!

Note: Research shows that many candidates do not apply unless they meet 100% of the requirements in job ads. Please keep in mind that ideal candidates do not exist :) We encourage you to apply even if only the main requirements apply to you.