Senior Customer Success Manager, Technology and Digital, FT, 08A-4:30P

Baptist Health South Florida • Coral Gables, FL

5d • Hybrid

About The Position

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), the 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. The role connects technology strategy with operational execution, helping leaders prioritize demand, accelerate adoption, and realize value from investments that improve service delivery, efficiency, and stakeholder experience.

The ideal candidate is a strategic, relationship-focused leader who translates business needs into actionable technology outcomes. They bring business acumen, executive presence, and strong presentation skills, and can lead executive briefings, facilitate strategic discussions, build consensus among diverse stakeholders, and influence decisions across the organization. They are comfortable driving transformational initiatives, managing complex escalations, leading governance conversations, and championing innovative technologies that deliver measurable business value.

Requirements

• Bachelor's degree in business, Healthcare Administration, Information Technology, or a related field.
• Minimum required experience: 5 years.
• 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.

Nice To Haves

• Healthcare industry experience is 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.
• Experience in Customer Success, Business Relationship Management, Healthcare Operations, Technology Management, or Program Management.

Responsibilities

• Align technology initiatives with organizational priorities to deliver measurable business, clinical, and operational outcomes.
• Serve as the primary liaison between business stakeholders and Technology & Digital (T&D).
• Drive executive engagement, portfolio alignment, governance, adoption, and value realization across enterprise initiatives.
• Translate business needs into actionable technology strategies in support of organizational growth, Digital Transformation, AI enablement, and innovation.
• Help leaders prioritize demand, accelerate adoption, and realize value from technology investments.
• Lead executive briefings and facilitate strategic discussions.
• Build consensus among diverse stakeholders and influence decisions across the organization.
• Drive transformational initiatives, manage complex escalations, lead governance conversations, and champion innovative technologies.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior