Mount Sinai Health System Jobs

Job Description

IT Project Manager III (Senior Customer Success Manager) - Digital and Technology Partners - Hybrid

This hybrid role requires the ability to work at various Mount Sinai Health System locations, including our primary office which is located at 150 E 42nd Street, New York, NY 10017

We’re looking for a seasoned and strategic Senior Customer Success Manager to join our high-performing team leading the way in digital health transformation. In this role, you’ll manage key healthcare partnerships, drive adoption of innovative digital tools, and serve as a trusted advisor to providers and administrators. You’ll combine deep healthcare expertise with strong relationship management and data-driven strategy to ensure long-term customer success and retention. If you’re passionate about improving care delivery through technology and thrive in a cross-functional, fast-paced environment, we’d love to meet you.

Qualifications

• Bachelors degree in Computer Science or a related discipline; prefer degree in healthcare administration, business, IT, public health, health informatics, or a related field.

• Master's degree preferred in business administration, public health, health informatics, or related field.

• PMP, CSM, CCSM, CPHIMS certifications a plus.

• 10 years of diverse experience in multiple areas of technology of which at least five years in a leadership position, or an equivalent combination of education and work experience, including at least 5 years supervising technical staff.

Other strongly preferred skills:

• Extensive experience managing high-value customer relationships, driving retention, and ensuring long-term success in healthcare technology or digital health solutions.

• Proven ability to lead the onboarding, training, and integration of digital health tools, EHR systems, or telehealth platforms within healthcare settings.

• Experience working closely with marketing, product, and operations teams to align customer needs with product development and business goals.

• Track record of identifying opportunities to expand product adoption and increase customer lifetime value within healthcare settings.

• Experience managing or mentoring junior customer success managers, supporting their growth, and driving team-wide process improvements.

Key Competencies

• Strategic account management

• Data-driven decision-making

• Cross-functional leadership

• Customer advocacy & digital transformation

• Problem solving & escalation management

• Executive communication & presentation

• Mentorship & team development

• Adaptability & learning agility

Desired Qualities

• Leadership and executive communication: Ability to influence senior stakeholders, communicate strategic initiatives, and present data-driven insights to healthcare executives.

• Strategic planning and growth: Expertise in aligning customer success strategies with company objectives to drive revenue, retention, and long-term partnerships.

• Conflict resolution and problem-solving: Skilled at handling complex customer escalations, navigating healthcare regulatory constraints, and implementing proactive solutions.

• Stakeholder and change management: Experience guiding healthcare providers, administrators, and IT teams through digital transformation and operational change.

• Data-driven decision making: Strong analytical skills to interpret customer success metrics, engagement trends, and usage data to optimize product adoption and satisfaction.

• Presentation and writing: Strong ability to convey technical information in an accessible manner, conduct customer training, present insights to leadership, and market the value of our products.

Non-Bargaining Unit, M5L - HSO Digital Experience - MSH, Mount Sinai Hospital

Responsibilities

• Manage high-value healthcare customers and strategic digital health initiatives, leveraging deep knowledge of provider workflows, reimbursement models, and patient engagement strategies.

• Develop long-term strategies to drive retention and expansion of digital products across health systems, using data-driven decision-making to align with business goals and customer success metrics.

• Serve as a trusted advisor to providers and administrators, offering workflow optimization insights and guiding teams through digital transformation and operational change.

• Lead complex customer escalations, navigating healthcare regulatory constraints and applying strong conflict resolution and problem-solving skills to deliver proactive solutions.

• Provide strategic recommendations based on user behavior and product performance analytics, incorporating insights from EHR integrations, telehealth platforms, and healthcare IT systems.

• Mentor and support junior CSMs, leading training and development programs while promoting best practices and team-wide process improvements.

• Report on engagement KPIs and present insights to leadership teams, communicating strategic initiatives and customer impact through clear, compelling presentations and reports.

About Us

Strength through Unity and Inclusion

The Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care. When you join us, you become part of Mount Sinai’s unparalleled legacy of achievement, education, and innovation as we work together to transform healthcare. We encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports the success of every individual.

At Mount Sinai, our leaders are committed to fostering a workplace where all employees feel valued, respected, and empowered to grow. We strive to create an environment where collaboration, fairness, and continuous learning drive positive change, improving the well-being of our staff, patients, and organization. Our leaders are expected to challenge outdated practices, promote a culture of respect, and work toward meaningful improvements that enhance patient care and workplace experiences. We are dedicated to building a supportive and welcoming environment where everyone has the opportunity to thrive and advance professionally. Explore this opportunity and be part of the next chapter in our history.

About the Mount Sinai Health System:

Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 48,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients’ medical and emotional needs at the center of all treatment. The Health System includes more than 9,000 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high "Honor Roll" status, and are highly ranked: No. 1 in Geriatrics, top 5 in Cardiology/Heart Surgery, and top 20 in Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report’s “Best Children’s Hospitals” ranks Mount Sinai Kravis Children's Hospital among the country’s best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 11 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek’s “The World’s Best Smart Hospitals” ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally.

Equal Opportunity Employer

The Mount Sinai Health System is an equal opportunity employer, complying with all applicable federal civil rights laws. We do not discriminate, exclude, or treat individuals differently based on race, color, national origin, age, religion, disability, sex, sexual orientation, gender, veteran status, or any other characteristic protected by law. We are deeply committed to fostering an environment where all faculty, staff, students, trainees, patients, visitors, and the communities we serve feel respected and supported. Our goal is to create a healthcare and learning institution that actively works to remove barriers, address challenges, and promote fairness in all aspects of our organization.

Compensation Statement

Mount Sinai Health System (MSHS) provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $140000 - $192301.08 Annually. Actual salaries depend on a variety of factors, including experience, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.