Partner Success Manager

About the role

The Partner Success Manager leads the Operations unit within Basata’s Partner Success Department. The department has three units — Operations, Growth Partner, and Partner Integration — all reporting to the Director of Partner Success.

Responsibilities

• Serve as the operational connector between the Partner Integration Team and the Growth Partner unit — ensuring nothing falls through the cracks as a partner account moves from launch into steady-state.
• Own the day-to-day management of the BPO partner agent team, who operate as Basata’s white-label AI Agents across partner accounts.
• Own the day-to-day management of the Medical Assistant team, ensuring they are scheduled, performing to standard, and properly integrated into each client workflow.
• Manage MA scheduling across accounts: coverage planning, rotation, and capacity alignment with active and post-go-live practices
• Run QA review for MA work: monitor task completion, accuracy, and adherence to practice-specific protocols
• Ensure MAs are onboarded and trained on each client account’s specific workflows, EMR environment, and escalation protocols before assignment
• Track MA performance metrics and surface any patterns, gaps, or capacity concerns to the Director proactively
• Own and maintain the operational backbone of the Partner Success Department — the documents, workflows, and systems that keep all three units consistent and scalable.
• Build and refine SOPs for the BPO and MA teams; standardize how quality reviews, scheduling, and escalations are handled
• Maintain the Partner Portfolio Tracker and Team Workload Tracker; ensure they reflect real-time status across the full partner portfolio
• Surface process gaps and propose solutions proactively — do not wait for problems to recur
• Operate as the Director’s operational right hand — keeping visibility high, escalations clean, and execution tight across all teams.

Requirements

• 5+ years of experience in healthcare operations, client success, or implementation management — ideally in a SaaS, health tech, or BPO-adjacent environment
• Demonstrated experience managing BPO or vendor teams, including scheduling, QA, and performance accountability
• Experience managing or coordinating clinical support staff
• Familiarity with EMR systems (e.g., Epic, Athena, Modernizing Medicine, Nextech, or equivalent)
• Prior involvement in healthcare technology implementations or go-live coordination, including handoff management between technical and relationship-facing teams
• HIPAA compliance working knowledge; prior experience with BAA requirements and healthcare vendor management is strongly preferred
• Cross-functional coordination. Comfortable operating as a connector between technical and client- facing teams; able to translate between operational detail and strategic context without losing either
• Process ownership. Builds and maintains operational infrastructure that actually gets used — playbooks, trackers, SOPs — and keeps them current as the business evolves
• QA and operational rigor. Systematic approach to quality review — able to track performance by agent, account, and metric, and act on what the data shows
• Healthcare and clinical workflow literacy. Understands how specialty medical practices operate — referral flows, fax-based intake, EMR documentation standards, and the downstream impact of operational errors
• Written and verbal communication. Produces clear, professional internal documentation; communicates status and risk concisely to leadership and peers alike
• Comfort with AI-enabled workflows. Able to quickly learn and operationalize AI-driven products (voice AI, intelligent fax routing, automated call routing) and support partners in adopting them effectively