Senior Program Manager, Customer Health

Key Responsibilities

• Lead the enterprise customer health and survey program, including integrated program planning, stakeholder governance, operating cadence, executive reviews, and decision management.
• Own and continuously improve the end-to-end feedback cycle by ensuring customer insights are accurately collected, analyzed, acted upon, and communicated.
• Serve as the primary subject matter expert for survey methodology, customer experience measurement, customer health scores, and feedback interpretation.
• Partner closely with Commercial Data Insights & Analytics (CDIA) to strengthen analytical rigor, measurement methodologies, reporting frameworks, and insight generation.
• Develop and maintain clear governance models, including RACI ownership across measurement, analysis, customer follow-up actions, remediation plans, and executive communications.
• Create executive dashboards, scorecards, and data visualizations that translate complex customer insights into actionable business recommendations.
• Drive alignment across Customer Success, Product, Support, Marketing, Quality, Finance, and other stakeholders to prioritize high-impact customer improvement initiatives.
• Identify gaps in data quality, technology, processes, reporting, or accountability and lead cross-functional initiatives to address them.
• Champion disciplined use of customer feedback in strategic planning, prioritization, risk assessment, retention efforts, and continuous improvement initiatives.
• Protect the credibility and integrity of customer metrics by promoting transparency in methodology, measurement assumptions, and data quality standards.
• Measure and communicate the effectiveness of customer improvement initiatives, ensuring leaders understand both progress and remaining opportunities.
• Support executive and customer-facing communications by providing validated, accurate, and actionable customer insight.

Minimum Qualifications

• Bachelor's degree in Business, Statistics, Social Sciences, Market Research, Customer Experience, Data Analytics, or a related field.
• 3+ years of experience in program management, customer insights, customer experience, market research, business analytics, or a related discipline.
• Demonstrated experience designing, administering, governing, or analyzing customer feedback and survey programs.
• Strong understanding of survey research methodologies, questionnaire design, sampling approaches, segmentation strategies, response bias, and data quality principles.
• Advanced analytical capabilities with experience interpreting large, complex, and sometimes imperfect datasets.
• Experience developing dashboards, executive scorecards, business visualizations, and data-driven narratives.
• Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority.
• Exceptional written, verbal, presentation, and executive communication skills.
• Ability to communicate technical, statistical, or methodological concepts in a clear and accessible business-oriented manner.
• Strong organizational skills, attention to detail, judgment, and ability to navigate ambiguity while maintaining forward progress.

Preferred Qualifications

• Advanced degree in Business, Analytics, Statistics, Customer Experience, Market Research, or a related field.
• Experience managing enterprise customer health scoring frameworks or customer experience measurement programs.
• Experience with customer success platforms, CRM systems, survey technologies, business intelligence tools, or comparable technologies.
• Experience with Gainsight, Salesforce, VoC platforms, NPS, CSAT, customer health scoring, or customer success methodologies.
• Experience connecting customer feedback to operational improvements, product enhancements, service recovery programs, or retention strategies.
• Experience partnering with data science or analytics organizations on predictive models, customer risk indicators, and outcome measurement.
• Experience within healthcare technology, medical devices, enterprise software, or similarly complex B2B environments.
• Experience supporting market-facing or customer-facing communications grounded in customer insights.