Senior Customer Success Manager, Industry Partnerships

The Senior Customer Success Manager, Industry Partnerships is a senior leader within THMA’s convening team, responsible for delivering exceptional experiences and driving ROI for industry members and Signature Partners. This role fosters cross-sector collaboration between health system and industry leaders by guiding high-impact interactions, managing complex partnership workplans, and serving as the primary point of accountability for industry relationships.

The Senior Customer Success Manager owns overall satisfaction, engagement, and retention for industry members within their assigned Terrain, and leads the planning, execution, and renewal of Signature Partnerships. This role works across internal and external stakeholders to ensure strategic alignment, seamless operations, and value for THMA’s industry community.

Primary Job Duties:

Industry Member Experience

• Serve as the senior-facing leader for industry members within an assigned Terrain.
• Lead annual planning conversations to align forum content with partner goals and ensure strategic value delivery.
• Manage onboarding and pre-event preparation, including tailored guidance for new members and webinar facilitation for others.
• Act as the primary on-site contact at forums, including moderating in-person networking sessions.
• Collaborate with Account Management to identify and address engagement or renewal risk.
• Coach industry members to maximize the value of their membership experience and navigate THMA forums effectively.

Signature Partnership Execution

• Serve as the senior relationship owner for all Signature Partners within the Terrain.
• Build and manage detailed workplans aligned to partner objectives and internal timelines.
• Lead partnership touchpoints, including operational calls, executive steering committees, and post-forum debriefs.
• Partner with Forum Directors to ensure integration of Signature Partners into content design and delivery.
• Coordinate internal stakeholders to ensure smooth execution—from logistics to strategic engagement.
• Support post-forum follow-up to reinforce value and advance partner goals.
• Assess and communicate renewal risk internally, while leading renewal processes and supporting business development of new Signature Partners in the Terrain.

Minimum Qualifications:

• Bachelor’s degree required; advanced degree (MBA, MHA, etc.) preferred.
• 6+ years of experience in healthcare, partnerships, strategic account management, consulting, or equivalent roles.
• Experience interfacing with senior healthcare executives and managing high-stakes external relationships.
• Strong track record of delivering strategic programs and partnerships.
• Exceptional project management, coordination, and organizational skills.
• Proficiency in PowerPoint and executive communications preferred.

Interpersonal Skills & Attributes:

• Deep understanding of healthcare industry dynamics and issues facing both health systems and solution partners.
• Strong executive presence with the ability to lead conversations, webinars, and live sessions with senior stakeholders.
• Expertise in partnership management—coordinating across workstreams, aligning stakeholders, and driving measurable results.
• Excellent facilitation and communication skills, both virtual and in-person.
• Strategic thinker with a “member-first” mindset and strong operational discipline.
• Comfortable navigating ambiguity and managing complex stakeholder environments with professionalism, poise, and agility.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required to talk and hear. Specific vision abilities required by the job include close vision and distance vision and the ability to work with screens or monitors for prolonged periods of time. This position is primarily a sedentary job where the team member will be seated for the majority of the day.