Customer Programs Manager

Company Overview

HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter.

HealthStream provides the leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare’s #1 platform. We streamline everyday tasks while improving performance, engagement, and safety – fostering a workplace where people flourish, and care thrives.

Why Join Us

At HealthStream, you’ll have the opportunity to make a meaningful impact on the future of healthcare by collaborating with a team of talented professionals dedicated to innovation and excellence. We offer competitive compensation, comprehensive benefits, and a supportive work environment where creativity and collaboration thrive.

Our shared vision is to enhance the quality of healthcare by empowering the people who deliver care – a commitment we have upheld for over 30 years through providing innovative solutions and driving constant growth. Join us in revolutionizing the healthcare industry and shaping the future of patient care. As a HealthStreamer, you will be at the forefront of healthcare technology innovation, making a recurring impact on the industry.

We’re proud of our values-forward culture that offers our people:

• Mission-oriented work
• Diverse and inclusive culture
• Competitive Compensation & Bonuses
• Comprehensive Insurance Plans
• Mental and Physical Health Support
• Work-from-home flexibility
• Fitness Center Reimbursements
• Streaming Good time off for volunteering
• Wellness workshops
• Buddy Program for new HealthStreamers
• Collaborative work environment
• Career growth opportunities
• Continuous learning opportunities
• Inspiring workspaces to collaborate and connect with other HealthStreamers
• Free employee parking at our Resource Center in Nashville

At HealthStream, our thriving culture encourages collaboration and values contributions, allowing our team members to continuously solve big problems and grow. We offer flexibility and paid time off to support work-life integration for all employees, including a hybrid work environment and Streaming Good volunteer day. For team members in commutable distance, HealthStream has a Resource Center in Nashville TN. Our resource centers provide an inspiring workspace to collaborate and recharge as well as company-sponsored onsite social events for development, connection, and celebration.

We are committed to driving innovation in healthcare and ensuring that patients receive competent care from qualified professionals. As a HealthStream team member, you will help bring this vision to life. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law.

Position Information

Position Overview

The Customer Programs Manager owns and evolves strategic customer programs that strengthen customer relationships, peer connection, and engagement. This role will have a primary and approximately equal focus on two key programs: HealthStream User Groups (HUGs) and the HealthStream Innovation Council, with responsibility for program strategy, planning, participant engagement, experience, measurement, and continuous improvement.

The Customer Programs Manager will also identify opportunities for new or expanded customer programs when there is a clear customer or business need. The ideal candidate is a proactive program owner and builder who can strengthen established programs, introduce new ideas, create scalable processes, and continually improve the customer experience.

Key Responsibilities

You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training.

• Own and evolve the HUG program end to end, including strategy, planning, content direction, leader and member engagement, communications coordination, measurement, and continuous improvement.
• Lead quarterly HUG planning and year-round engagement in partnership with Product Marketing, Community, Customer Success, Customer Marketing, Events, and other stakeholders.
• Build strong relationships with HUG leaders and members and identify opportunities to expand and scale the program across products, tracks, and audiences.
• Own and evolve the Innovation Council (HealthStream’s premier c-suite program), including program strategy, member recruitment and engagement, annual planning, event experience, follow-up, and measurement.
• Develop a proactive approach to identifying, recruiting, onboarding, and engaging Innovation Council members and executive participants.
• Partner with executives and cross-functional teams to develop meaningful Innovation Council content and experiences and capture customer insights and follow-up opportunities.
• Develop scalable processes, playbooks, templates, and workflows that support consistent execution and future program growth.
• Define and track program goals, engagement, satisfaction, participation, and other success measures; translate results into recommendations for improvement.
• Proactively identify new customer program opportunities based on customer needs, feedback, business priorities, or gaps in the customer journey, and develop or pilot new approaches when appropriate.
• Stay informed on customer program, advisory council, community, and B2B engagement best practices and bring forward new ideas to strengthen HealthStream's approach.