Program Manager - Tribal & Rural Health

CareMessage is seeking a strategic and highly experienced Program Manager for Tribal & Rural Health to proactively cultivate and manage relationships in the Tribal and Rural Health Market. This role is pivotal in driving adoption, engagement, acquisition, and retention in an emerging market for CareMessage, directly impacting CareMessage’s ability to achieve health equity at scale. This role will collaborate closely with internal teams, aligning closely with Implementation, Product, and Leadership to deliver measurable outcomes and exceptional customer experiences.

This role builds on the expectations of a Customer Success Manager while expanding into strategic account management, combining scaled strategy with 1:1 sales and relationship management. It is ideal for a candidate with high ownership, outcome orientation, and comfort navigating resource-limited, equity-focused organizations. Candidates with direct experience working with Tribal Health organizations and the ability to build trust at multiple levels within complex healthcare networks will thrive in this position.

Who We’re Looking For

We are looking for a strategic, mission-driven professional who thrives at the intersection of customer success, healthcare innovation, and health equity. You excel at building and nurturing complex, high-impact relationships with FQHCs, Tribal Health partners, and rural health organizations. You bring the experience and insight to translate organizational priorities into measurable outcomes.

You use data not just to track metrics, but to tell compelling stories of impact that influence stakeholders, drive adoption, and improve patient outcomes. You think strategically, act decisively, and collaborate across teams to deliver meaningful results. You are energized by solving complex challenges, advancing equity in healthcare, and seeing the tangible difference your work makes for underserved populations. With exceptional communication and strategic thinking skills, you drive customer success initiatives proactively, improving adoption, satisfaction, and retention across our largest accounts.

Strategic Customer & Partner Management

• Own relationships with our largest customer accounts (>60,000 patients), our Tribal Health Organizations, and our Tribal Health partners from Sales, post-implementation, and through renewal, ensuring alignment to strategic priorities and maximizing impact.

• Develop and execute targeted adoption and engagement strategies aligned with customer-specific payer-level, CIN-level, Tribe-level, and organizational goals and executed via Joint Success Plans (JSPs).

• Act as the primary point of escalation for strategic customer and partner issues, resolving complex challenges swiftly and effectively.

• Monitor health scores, usage patterns, and lifecycle stage in Gainsight; flag and mitigate risk proactively.

• Develop a working understanding of CareMessage integrations, data inputs, and campaign configuration tools.

Cross-Functional Alignment & Leadership

• Collaborate closely with all Customer Success and Revenue teams to contribute to projects that ensure smooth transitions for customers, ongoing alignment throughout the customer lifecycle, and execution of operational and data priorities.

• Work cross-functionally with Product and Engineering teams to advocate for customer needs, especially Tribal Health needs, shaping product enhancements and innovations.

• Provide strategic insights internally to drive continuous improvement in customer success processes, playbooks, and lifecycle management.

Customer Experience Initiatives

• Contribute to the creation and maintenance of two customer advisory boards (one for large customers and one for Tribal Health) to gather critical feedback and insights.

• Partner with the Marketing Manager on initiatives designed to enhance adoption and customer experience, including the creation of success stories and case studies that demonstrate ROI and contribute to retention and referral growth.

• Serve as an operational point of contact for Product and Finance teams on customer/partner-related operational issues.

• Provide product feedback and competitive intelligence based on trends surfaced across your book of business.

• Represent CareMessage at PCA, HCCN, and customer/partner-facing events when appropriate; identify opportunities to present or participate in statewide conversations.

• Travel for customer meetings, QBRs, or industry conferences (as aligned with strategic priorities).

Data-Driven Impact Reporting & Storytelling

• Generate compelling, data-backed impact reports for PCA/HCCN/Tribal partners, clearly articulating CareMessage’s value and alignment to broader healthcare priorities.

• Leverage customer data and market insights to proactively identify growth and retention opportunities, communicating strategic recommendations effectively to senior internal stakeholders.

Qualifications

• 5+ years of experience in Customer Success, Strategic Account Management, or Partner Management in health tech, SaaS, or healthcare.

• Passion for CareMessage’s mission to improve health equity through patient-centered communication.

• Direct experience working with Tribal Health organizations and building trust across complex healthcare networks.

• Strong technical knowledge of EHRs or health system tech solutions.

• Demonstrated success managing strategic customer accounts and partnerships combining hands-on relationship management with organization-level strategy, adoption, and retention while driving outcomes.

• Strong knowledge of payer, CIN, PCA, HCCN, and Tribal Health dynamics, as well as healthcare reimbursement and value-based care models.

• Exceptional communication, relationship-building, and strategic influencing skills.

• Proven ability to leverage data to inform decision-making and craft impactful customer-facing narratives.

• Experience collaborating cross-functionally with Sales, Product, and Implementation teams.

• Comfort with Gainsight, Salesforce, and lifecycle reporting tools.

• Technical fluency with data workflows, patient segmentation, and platform adoption strategies.