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

Baptist Health South Florida • Coral Gables, FL

2d • 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), 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.

The 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. The ideal candidate is a strategic, relationship-focused leader who can translate business needs into actionable technology outcomes; lead executive briefings and strategic discussions; build consensus among diverse stakeholders; influence decisions at all organizational levels; drive transformational initiatives; manage complex escalations; lead governance conversations; and champion innovative technologies that deliver measurable business value.

Requirements

• Bachelor's degree in business, Healthcare Administration, Information Technology, or a related field.
• At least 4 years of experience in Customer Success, Business Relationship Management, Healthcare Operations, Technology Management, or Program Management.
• 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.
• 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.

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.
• 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.
• A wellness program that can help employees eliminate their medical plan deductible.
• Tuition reimbursement.

What This Job Offers

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