Customer Success Project Manager

Amid clinical workforce shortages, rising healthcare costs, and ongoing concerns about inequity, IMPaCT unlocks the power of the grassroots community health workforce.

Here at IMPaCT Care, we get out of bed every day to change lives, with the most effective intervention in the world for addressing health inequity. We find, train and enable Community Health Workers to make magic: caring people who keep their communities healthy. We have built the largest and most scientifically proven Community Health Worker platform in the country, used across 22 states by 70+ organizations like Kaiser Permanente, CVS and United Way. Across multiple randomized controlled trials, IMPaCT has achieved outcomes frequently believed to be out of reach, including $2,500 in annual savings per patient, improved mental health and a Net Promoter Score of 94. There is even a new Medicare billing code for Community Health Workers that is modeled after IMPaCT!

We are changing the game, but also know the importance of enjoying the journey. We provide competitive compensation and equity grants, comprehensive benefits and plenty of opportunities for team building and fun. Plus you get to work from home.

Curious? Read on.

Who You Are

You are the person who keeps the plan. When 6 people are talking at once on a customer call about data files, go-live dates and who owns what, you are already typing the action items, assigning owners and setting due dates. By the time the call ends, your recap is ready to send.

• An air traffic controller: you run a 200-task Asana plan across several customers and always know what is landing next.
• A live capture pro: you think while you type, and you organize as you go. Notes land in the right place the first time.
• One step ahead: like a great surgical tech who hands over the next instrument before anyone asks, you anticipate what the team and the customer will need next.
• Unafraid of complexity: Medicare, Medicaid, SFTP, eligibility files. When you hear a term you do not know, you ask, learn it and use it correctly the next time.
• Warm and professional: you welcome customers to a call, deliver hard news with calm and kindness, and guide people through change.
• Here to master the craft: you love this kind of work and want to grow in it.

What You Will Do

Run the plan

• Build project plans that work backward from customer goals, tracking every deliverable, owner and deadline.
• Capture decisions and next steps in real time in Asana and Salesforce (for example, "Per 6/15 discussion, Sunbelt will pilot new workflows by Q3").
• Act as the hub between internal teams (Product, Tech, Workforce Development, Clinical) and hold everyone to the timeline.

See around corners

• Spot risks early and flag them before they become blockers.
• Know what to solve on your own and when to escalate.
• Prepare customers for delays and tradeoffs before they become surprises.

Deliver for customers

• Partner with a Director of Clinical Strategy to support 4-12 healthcare customers, depending on complexity.
• Coordinate end-to-end Community Health Worker program launches and platform adoption.
• Prepare agendas, decks and quarterly business reviews, and pull customer reports.
• Own the Tech Review process with customer IT and compliance teams.
• Triage a steady flow of email, Slack and customer requests so nothing is missed.

What You Bring

• Required: a Bachelor's degree and a project management certification (PMP or CAPM).
• 2+ years managing complex projects, implementations, or operations with external customers or partners.
• A track record of managing concurrent projects with zero dropped balls.
• The ability to turn a long discussion into a 1-page summary executives love.
• Hands-on skill with Asana or a similar tool, the Google suite, Zoom and a CRM such as Salesforce.
• Ability to work primarily during Eastern Time business hours.
• Occasional travel for team retreats and customer site visits.

Nice to have: familiarity with U.S. healthcare (health systems, payers, community-based organizations) or experience at a health tech or SaaS startup.

Our Hiring Process

Live note-taking is central to this role, so we test it early. After you apply and answer a few short questions, selected candidates complete a short live note-taking exercise and a screening interview, followed by a project plan exercise and team interviews.

IMPaCT Care is committed to providing an inclusive interview experience. If you need any accommodations to participate fully, please let us know.

One of our core values is to create a diverse workplace that welcomes and values each team member's unique perspective, background and ideas. We are committed to an inclusive and diverse workplace.

Originally posted on Himalayas