Customer Success Manager

Delta Dental•Oakland, CA

About The Position

The Customer Success Manager acts as the main representative of the Emerge organization for Connect sites, building strong relationships and ensuring customers receive timely support and communication. The role serves as a liaison between the Emerge organization and customers, helping resolve issues before and after the sale. Additionally, the CSM communicates customer feedback and needs to the Emerge organization to help guide long-term strategy, product development, and planning.

Requirements

8+ years w/Bachelor’s degree; 1+ years supervisory/management
6+ years of experience leading Epic enterprise implementations as Project/Program Manager
People management experience (3+ years of experience)
Strong knowledge of Epic Wisdom
Ability to build a replicable implementation playbook from 1-2 locations to scale
Excellent communication skills, fostering trusted relationships across cross functional teams and key stakeholders
Superior project, organizational and people management skills
6+ years of experience working with multiple cross functional teams/stakeholders to gain alignment
Entrepreneurial mindset – curious, ambitious, works well in ambiguity
Proven Epic experience, including successful full lifecycle implementations and Community Connect deployments
Extensive Community Connect experience
People management experience
Certified Project Management Professional (PMP)-PMI. Program & Project Management

Responsibilities

Builds and strengthen relationships with providers and clinical staff to drive trust, collaboration, and effective partnership across Connect sites.
Identifies and communicates Emerge and customer strengths and interests to align internal teams and support informed decision-making.
Analyzes financial status and key drivers and take necessary action to support site performance and operational success.
Navigates governance, support, and training structures and lead liaison efforts to ensure smooth delivery execution between Emerge and Connect sites.
Drives Connect site participation in the appropriate autonomy track to support readiness and adherence to Emerge standards.
Delivers and reviews clinic manager dashboards with site leadership to elevate visibility into performance and guide operational improvements.
Leads onsite customer sessions to align strategic roadmaps and promote self service analytics through Slicer Dicer to enhance insight and engagement.
Executes survey processes, ensures access, and identifies improvement opportunities to advance customer experience and outcomes.
Partners with the Epic Connect Partner and internal teams to deliver executive packets, communicate turnaround time performance, and monitor action time performance, and monitor action plan progress.
Prepares Connect sites for Epic implementations and upgrades and coordinate with implementation and maintenance teams to achieve customer satisfaction, Good Install success, and accreditation standards.