Sr. Customer Success Manager

Seattle Children's • Washington, DC

1d • $118,174 - $177,262

About The Position

The Senior Customer Success Manager for the Epic Community Connect program serves as the primary advocate and strategic point of contact for both external community providers and internal SCPCG clinics. This position will lead implementations of the electronic health record (EHR) system for each affiliated clinic and ensure seamless adoption of Epic's EHR to drive long-term value. In this dual-representation role, the Senior Customer Success Manager serves as the primary Voice of the Customer within Seattle Children's while acting as a strategic ambassador to our partners. The role oversees the end-to-end lifecycle of requests—ensuring rigorous adherence to change control while proactively driving issues to resolution. As a trusted advisor, the Senior Customer Success Manager cultivates deep partnerships to ensure our customers achieve maximum value and optimal outcomes through the Community Connect Offering. Beyond relationship management, the Senior Customer Success Manager provides financial and operational support for projects and ongoing delivery. This includes planning, tracking, and reporting on project spend, managing licensing and utilization reports, assessing customer health, tracking user provisioning, ensuring Customer adherence to policies & procedures/contract terms, and support of the invoicing and payment lifecycle. By delivering exceptional service, the Senior Customer Success Manager nurtures critical partnerships and drives the strategic growth of our primary care network.

Requirements

• Bachelor’s Degree or equivalent combination of education and Experience that demonstrates technical competence.
• Seven (7) years experience in a lead role overseeing program/project management.
• Five (5) years experience working with multiple stakeholders, in information technology and operations.
• Formal project management certification (e.g., PMP) or experience with methodologies like Agile OR Equivalent Experience/Education that demonstrates competency.

Nice To Haves

• Current or past certification/proficiency in Epic (e.g., EpicCare Ambulatory, Cadence, Resolute PB modules) preferred or equivalent experience.
• Background in pediatric healthcare, primary care, or community health initiatives.
• Preferred Epic Community Connect or similar program experience.

Benefits

• Seattle Children’s offers a generous benefit package, including medical, dental, and vision plans, 403(b), life insurance, paid time off, tuition reimbursement, and more.
• Additional details on our benefits can be found on our website www.seattlechildrens.org/careers/benefits.

What This Job Offers

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