Senior Customer Success Manager (Finance)
Job Description
The Senior Customer Success Manager (CSM) is a pivotal new role supporting strategic engagement with hematology/oncology (hem/onc) practices as part of our Pathways to Transplant initiative. This individual will lead national (remote) engagement efforts to increase patient access to allogeneic hematopoietic cell transplantation (HCT) by improving provider awareness and utilization of NMDP services.
This senior-level role requires a seasoned professional with extensive experience in healthcare customer success or relationship management, capable of operating independently while influencing internal and external stakeholders. The successful candidate will bring expertise in change management, scalable engagement strategies, and best practices rooted in healthcare delivery.
With a high volume of accounts across diverse geographic and demographic landscapes, the CSM will play a central role in segmenting and prioritizing partner practices for engagement based on potential impact. Success will be measured by increased provider engagement, satisfaction, and service utilization, ultimately leading to more patients reaching consult with a transplant center.
The CSM will collaborate cross-functionally with internal teams such as Access Partnership Consultants, Clinical Operations Partners, and HLA Today Operations Specialists to provide the best provider experience at the right moment. This individual must manage a high volume of accounts efficiently, balancing day-to-day needs with strategic priorities.Responsibilities
The Senior Customer Success Manager (CSM) is a pivotal new role supporting strategic engagement with hematology/oncology (hem/onc) practices as part of our Pathways to Transplant initiative. This individual will lead national (remote) engagement efforts to increase patient access to allogeneic hematopoietic cell transplantation (HCT) by improving provider awareness and utilization of NMDP services.
This senior-level role requires a seasoned professional with extensive experience in healthcare customer success or relationship management, capable of operating independently while influencing internal and external stakeholders. The successful candidate will bring expertise in change management, scalable engagement strategies, and best practices rooted in healthcare delivery.
With a high volume of accounts across diverse geographic and demographic landscapes, the CSM will play a central role in segmenting and prioritizing partner practices for engagement based on potential impact. Success will be measured by increased provider engagement, satisfaction, and service utilization, ultimately leading to more patients reaching consult with a transplant center.
The CSM will collaborate cross-functionally with internal teams such as Access Partnership Consultants, Clinical Operations Partners, and HLA Today Operations Specialists to provide the best provider experience at the right moment. This individual must manage a high volume of accounts efficiently, balancing day-to-day needs with strategic priorities.Qualifications
REQUIRED QUALIFICATIONS:
Knowledge and Experience
- Bachelor's degree and at least 8 years of experience in a healthcare-focused CSM or relationship management role.
- Deep understanding of healthcare systems, preferably within oncology, BMT, or cellular therapy settings.
- Proven track record of managing high-volume accounts and building strategic partnerships with healthcare professionals.
- Proficient with CRM tools (Salesforce), data visualization platforms (e.g., Looker), and other CSM tools.
Professional Skills and Abilities
- Skilled in relationship building, communication, and influencing across levels.
- Strong analytical skills and the ability to translate data into action.
- Effective in navigating ambiguity and leading through change.
- Able to balance day-to-day responsiveness with long-term strategic goals.
- Comfortable presenting to internal leaders and external providers alike.
- Flexible and responsive to customer needs and organizational priorities.
PREFERRED QUALIFICATIONS: (Additional qualifications that may make a person even more effective in the role, but are not required for consideration)
- Experience in the bone marrow transplant or cellular therapy space.
- Clinical or practice-facing experience with a focus on customer engagement.
- Experience with segmentation strategy, high-volume account prioritization, or scaling engagement models.
