Senior Customer Success Manager

Baptist Health is the region's largest not-for-profit healthcare organization, with 12 hospitals, over 29,000 employees, 4,500 physicians and 200 outpatient centers, urgent care facilities and physician practices across Miami-Dade, Monroe, Broward and Palm Beach counties. With internationally renowned centers of excellence in cancer, cardiovascular care, orthopedics and sports medicine, and neurosciences, Baptist Health is supported by philanthropy and driven by its faith-based mission of medical excellence. For 26 years, we've been named one of Fortune's 100 Best Companies to Work For, and in the 2025-2026 U.S. News & World Report Best Hospital Rankings, Baptist Health was the most awarded healthcare system in South Florida, earning 63 high-performing honors.

What truly sets us apart is our people. At Baptist Health, we create personal connections with our colleagues that go beyond the workplace, and we form meaningful relationships with patients and their families that extend beyond delivering care. Many of us have walked in our patients' shoes ourselves and that shared experience fuels out commitment to compassion and quality. Our culture is rooted in purpose, and every team member plays a part in making a positive impact – because when it comes to caring for people, we're all in.

At Baptist Health, we’re committed to supporting our employees at every stage of their journey, both personally and professionally. Our approach is rooted in a “grow our own” philosophy, designed to help our team members build meaningful, long-term careers with us, supported by benefits that make a real difference, including:

• Career growth and development opportunities, with clear pathways and ongoing support
• Comprehensive health and wellness resources that go beyond traditional benefits
• A wellness program that can help employees eliminate their medical plan deductible, reducing out-of-pocket healthcare costs
• Tuition reimbursement to support continued learning and advancement
• And so much more
   

Together, these benefits and others reflect our commitment to caring for our people, so they can build fulfilling careers with us while making a meaningful impact every day.

Description:

The Senior Customer Success Manager (CSM) is a strategic business partner who aligns technology initiatives with organizational priorities to deliver measurable business, clinical, and operational outcomes. Serving as the primary liaison between business stakeholders and Technology & Digital (T&D), this role drives executive engagement, portfolio alignment, governance, adoption, and value realization across enterprise initiatives.
The Senior CSM supports organizational growth, Digital Transformation, AI enablement, and innovation by translating business needs into actionable technology strategies. This hybrid role includes virtual work and on-site engagement based on business need.
Why This Role Matters
This role strengthens the connection between technology strategy and operational execution, helping leaders prioritize demand, accelerate adoption, and realize value from investments that improve service delivery, efficiency, and stakeholder experience. 
 

Qualifications:

• Bachelor's degree in business, Healthcare Administration, Information Technology, or related field.
• 4+ years of experience in Customer Success, Business Relationship Management, Healthcare Operations, Technology Management, or Program Management.
• Experience working directly with executive and senior leadership teams.
•   Exceptional presentation, facilitation, and executive communication skills.
•  Ability to develop compelling business cases and influence decisions at all organizational levels.
• Strong stakeholder management, negotiation, and relationship-building skills.
• Proven ability to lead cross-functional initiatives and drive organizational alignment.
•  Healthcare industry experience strongly preferred.
•  Experience supporting Digital Transformation, AI initiatives, or enterprise technology programs.  
  BRMP, PMP, Agile, Lean Six Sigma, or similar certifications.

• Experience with ServiceNow, change management, portfolio management, and governance frameworks.

   

  
  This is a hybrid role, with both virtual work and on-site visits as needed.
  The ideal candidate is a strategic, relationship-focused leader who excels at translating business needs into actionable technology outcomes. They bring strong business acumen, executive presence, and outstanding presentation skills, with the ability to lead executive briefings, facilitate strategic discussions, build consensus among diverse stakeholders, and influence decisions at all levels of the organization. They are equally comfortable driving transformational initiatives, managing complex escalations, leading governance conversations, and championing innovative technologies that deliver measurable business value.

Minimum Required Experience: 5 Year

EOE, including disability/vets