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Own and scale customer education for a healthcare SaaS platform through role-based onboarding, self-service learning, assessments, certifications, and train-the-trainer programs. The role includes selecting and implementing an LMS, developing accessible training content, partnering with Product and Engineering on in-platform learning, managing compliance-sensitive training data, measuring learning outcomes, and eventually hiring and leading a customer education team.

Own product strategy, roadmap, discovery, and execution across software, connected hardware, and healthcare integrations. Build the Product function, lead and grow the team, establish product processes, partner closely with Engineering and customer-facing teams, and ensure patient safety, HIPAA, regulatory, reporting, and audit requirements shape decisions. Engage directly with caregivers, administrators, agencies, and customers while using AI tools to prototype, analyze data, and improve product outcomes.

Lead customer success programming across New Mexico, managing enterprise healthcare and government relationships, multi-site implementations, adoption, renewals, expansion, executive communications, and program outcomes. Manage and develop a team of 1–3 Customer Success Managers, coordinate cross-functional deployments, resolve escalations, represent customer needs to Product and Engineering, and improve scalable customer experience operations.

Lead enterprise customer success programming across Louisiana, managing executive and government stakeholder relationships, large-scale healthcare SaaS implementations, adoption, renewals, expansion, and measurable outcomes. Hire, mentor, and manage 1–3 in-state Customer Success Managers while coordinating with Product, Engineering, and Operations. Oversee program planning, configuration, QA, go-live execution, reporting, escalations, customer health, and continuous improvement across participating providers.