Manager, Customer Success - Remote

Community Health Systems Professional Services Corporation•Franklin, TN

14h•Remote

About The Position

The Manager, Customer Success (CSM) serves as a strategic partner to hospital and health system executive leadership, ensuring clarity, accountability, and continuous improvement in adherence to corporate policies and the operational processes that support them. This role monitors and drives operational success across a designated region of hospitals and health systems, strengthening alignment between facilities and the Shared Business Operations (SBO). The Manager, Customer Success provides enterprise-level oversight and partnership to support operational alignment, performance improvement, and adherence to corporate standards across multiple facilities, regions, or business units. The Manager, Customer Success monitors performance metrics, identifies risks and opportunities, and collaborates with executive and operational leaders to drive measurable improvement initiatives. This role serves as a strategic liaison between corporate functions and operational entities to ensure consistent execution of organizational priorities and sustainable performance outcomes. The Manager, Customer Success brings executive presence, business acumen, and operational expertise to guide performance improvements that benefit both the hospitals and the SBO. Acting as a trusted advisor, the CSM proactively identifies opportunities, facilitates collaboration, and ensures sustainable performance outcomes. Travel is required for this role (up to 50%).

Requirements

Bachelor’s Degree in Business Administration, Healthcare Administration, Finance, Operations Management, or related field required
5-7 years of progressive experience in healthcare operations, performance improvement, consulting, shared services, or related field required
Experience working with executive leadership and multi-site or regional operations preferred

Nice To Haves

Master’s degree (e.g., MHA, MBA) or related advanced degree preferred.
Experience within a shared services environment, corporate healthcare environment, or multi-site health system preferred.
Background in performance improvement, operational excellence, or healthcare consulting preferred.
Knowledge of healthcare policy, compliance standards, and process governance preferred.

Responsibilities

Monitors operational performance across assigned facilities, regions, or functional areas using standardized scorecards, dashboards, and performance metrics.
Identifies trends, risks, and improvement opportunities and develops recommendations to enhance operational effectiveness and policy adherence.
Partners with executive and operational leaders to develop and implement targeted action plans to address performance gaps.
Serves as a liaison between corporate departments and operational entities to support alignment with corporate standards, governance frameworks, and strategic initiatives.
Facilitates adoption of standardized processes, policies, and performance expectations across assigned areas.
Provides data-driven insights and regular performance updates to regional and corporate leadership.
Supports onboarding, integration, or transition efforts to ensure alignment with corporate operational models.
Drives continuous improvement initiatives to strengthen accountability, transparency, and operational consistency.