Customer Programs Manager

HEALTHSTREAM INC•Nashville, TN

2d•$70,252 - $76,190•Remote

About The Position

The Customer Programs Manager owns and evolves strategic customer programs that strengthen customer relationships, peer connection, and engagement. The role has a primary and approximately equal focus on HealthStream User Groups (HUGs) and the HealthStream Innovation Council, with responsibility for program strategy, planning, participant engagement, experience, measurement, and continuous improvement. The manager will also identify opportunities for new or expanded customer programs when there is a clear customer or business need. The ideal candidate is a proactive program owner and builder who can strengthen established programs, introduce new ideas, create scalable processes, and continually improve the customer experience. The position collaborates with customer-facing and internal teams to deliver programs, gather customer insights, measure results, and recommend improvements.

Requirements

Bachelor's degree in Marketing, Communications, Business, Healthcare, or a related field, or equivalent practical experience.
At least 4 years of experience in program management, customer marketing, customer success, community, events, advisory programs, or a related field.
Experience managing customer-facing programs, user groups, advisory councils, executive forums, or similar initiatives.
Strong project management, communication, relationship-building, and cross-functional collaboration skills.
Ability to manage multiple programs and priorities with strong organization and follow-through.
Experience using customer feedback, engagement data, and program metrics to drive improvements.
Proactive and self-directed, with a tendency to identify opportunities and initiate ideas.
Able to balance program strategy with hands-on execution.
Skilled at building relationships with customers, executives, and internal stakeholders.
Organized, collaborative, adaptable, and comfortable managing multiple workstreams.
Curious and innovative, with a continuous-improvement mindset.
Able to turn customer feedback and program data into actionable recommendations.

Nice To Haves

Healthcare or B2B SaaS experience.
Familiarity with CRM, community, event, survey, or project management platforms.

Responsibilities

Adhere to all HealthStream security policies, procedures, and assigned training.
Own and evolve the HealthStream User Groups (HUGs) program, including strategy, planning, content direction, leader and member engagement, communications coordination, measurement, and continuous improvement.
Lead quarterly HUG planning and year-round engagement in partnership with Product Marketing, Community, Customer Success, Customer Marketing, Events, and other stakeholders.
Build relationships with HUG leaders and members and identify opportunities to expand and scale the program across products, tracks, and audiences.
Own and evolve the Innovation Council, including program strategy, member recruitment and engagement, annual planning, event experience, follow-up, and measurement.
Develop a proactive approach to identifying, recruiting, onboarding, and engaging Innovation Council members and executive participants.
Partner with executives and cross-functional teams to develop meaningful Innovation Council content and experiences and capture customer insights and follow-up opportunities.
Develop scalable processes, playbooks, templates, and workflows that support consistent execution and future program growth.
Define and track program goals, engagement, satisfaction, participation, and other success measures, and translate results into recommendations for improvement.
Identify new customer program opportunities based on customer needs, feedback, business priorities, or gaps in the customer journey, and develop or pilot new approaches when appropriate.
Stay informed about customer program, advisory council, community, and B2B engagement best practices and bring forward ideas to strengthen HealthStream's approach.