Customer Success Manager, User Engagement
Core
Senior individual contributor responsible for establishing structured engagement with strategic user groups in healthcare, ensuring user voices drive product development, and managing affinity groups across the UpToDate portfolio.
Role type
Senior Customer Success Manager (User Engagement)
Builds
Scalable customer engagement programs, advisory forums, webinars, and peer-to-peer networking initiatives for clinicians and healthcare executives.
Domain
Healthcare / Clinical Decision Support / SaaS
Deliverable
product features
Required skills
Program management, strategic planning, stakeholder management at executive levels, data-oriented consultative approach, project management, industry trend analysis
Preferred skills
Knowledge of clinical decision support (CDS) products, familiarity with medical librarians and clinical workflows, experience in SaaS customer success
Technologies
Customer success platforms, CRMs
Responsibilities
Own strategy and execution of affinity group engagement programs; develop and deliver scalable programs including educational initiatives and advisory forums; facilitate clinical product council meetings; present program strategies and results to internal and external leadership; partner with sales, marketing, editorial, and product teams to align customer programs with strategic priorities.
Seniority
Senior, hands-on IC
