Leads and develops a team of Customer Success Managers supporting enterprise healthcare SaaS accounts. Drives retention, renewals, expansions, customer satisfaction, and advocacy through data-driven strategies. Analyzes customer health and churn trends, improves workflows and playbooks, manages team capacity, and presents performance insights to senior leadership while collaborating with Sales, Operations, and other cross-functional teams.

Manage external affairs by tracking legislation, regulations, licensure requirements, and healthcare policy developments. Build relationships with associations, regulators, educators, and workforce organizations; coordinate coalitions and external events; oversee contract lobbyists and compliance filings; prepare executive briefings; and establish processes, systems, timelines, and communication materials. The role independently manages multiple jurisdictions and stakeholders while supporting special projects and escalating risks to leadership.