IT Project Manager II (Customer Success Manager) - Digital and Technology Partners - Hybrid/Onsite

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 Customer Success Manager II 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. In this role, you’ll develop strategic recommendations and collaborate closely with leadership to drive customer success initiatives. 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.

• Develop and maintain relationships with a portfolio of healthcare departments and provide recommendations for optimization strategies to ensure successful adoption of digital health tools.
• Develop and recommend onboarding and training approaches, executing plans with leadership buy-in that will integrate with patient and providers workflows. 
• Develop data-driven recommendations for product adoption and expansion within the Mount Sinai system. 
• Recommends workflow integration strategies based on customer needs assessments.
• Partners with IT, product, marketing, and operations teams to identify issues and propose solutions to enhance customer experience.
• Monitors key success metrics (e.g., engagement, retention, net promoter score) and propose improvement strategies to be implemented by the customer success team.
• Present quarterly portfolio assessment with recommendations for retention and expansion opportunities. 
• Coordinate and execute engagement events, content creation, and roadshows to drive product adoption and awareness. 
• Bachelor?s degree in healthcare administration, business, IT, public health, health informatics, or a related field required.
• Master?s degree preferred in business administration, public health, health informatics, or related field.
• PMP, CSM, CCSM, CPHIMS certifications a plus.
• 8+ years of related experience, of which 4 years in management experience, or an equivalent combination of education and work experience. At least 5 years supervising technical staff.
• Proven track record of managing customer relationships, ensuring retention, and driving customer satisfaction in healthcare or health tech settings.
• Hands-on experience leading customer onboarding, product training, and workflow optimization to ensure seamless integration in healthcare settings.
• Working with internal teams such as marketing, product, engineering, and operations to align customer needs. 
• Familiarity with healthcare IT solutions, including EHR systems, telehealth platforms, and patient engagement tools preferred.
• Key Competencies
• ?    Relationship building
• ?    Problem-solving
• ?    Data analysis
• ?    Stakeholder and change management
• ?    Process optimization
• ?    Presentation and writing

Desired Qualities
?    Relationship-building: Ability to develop strong, trust-based relationships with healthcare providers, administrators, and other key stakeholders.
?    Problem-solving: Identifying and addressing customer pain points proactively while ensuring positive customer experiences.
?    Data analysis: Ability to interpret customer usage data, engagement trends, and KPIs to drive actionable insights and improve outcomes.
?    Stakeholder and change management: Navigating complex healthcare ecosystems, working with providers, administrators, and IT teams to drive adoption of new technologies.
?    Process optimization: Understanding and optimizing EHR workflows, telehealth protocols, and patient engagement strategies for efficiency and compliance.
?    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, 267 - DTP Digital Engagement - MSH, Mount Sinai Hospital

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.