Sr. Customer Success Manager

About the role

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.

Responsibilities

• Lead implementations of the electronic health record (EHR) system for each affiliated clinic
• Ensure seamless adoption of Epic's EHR to drive long-term value
• Oversee the end-to-end lifecycle of requests
• Drive issues to resolution while ensuring rigorous adherence to change control
• Cultivate deep partnerships to ensure customers achieve maximum value and optimal outcomes
• Provide financial and operational support for projects and ongoing delivery
• Plan, track, and report on project spend
• Manage licensing and utilization reports
• Assess customer health
• Track user provisioning
• Ensure customer adherence to policies & procedures/contract terms
• Support the invoicing and payment lifecycle

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
• 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
• Formal project management certification (e.g., PMP) or experience with methodologies like Agile OR Equivalent Experience/Education that demonstrates competency
• Epic Community Connect or similar program experience preferred

Pay

The compensation range for this position is $118,174.00 - $177,262.00 per year, based on full-time employment (2080 hours worked per calendar year). Offers are determined by multiple factors including equity, skills, experience, and expertise, and may vary within the range provided.

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.