Projile Corporation
Website:
projile.com
Job details:
Senior Manager, Customer Success & Delivery (US Healthcare SaaS)
Location: Remote, India
About Us:
Projile has launched a comprehensive community health platform in the US. This state-of-the-art digital health platform breaks down the fragmented and siloed data, communication, and collaboration barriers in community health. With strategic partnerships, a seasoned leadership team, and a proven product-market fit, Projile is well-positioned to become a market leader in public health technology, with billions of dollars accessible to its customers and a virtuous growth cycle revenue model.
Joining Projile means contributing to transformative health solutions that significantly impact community well-being, offering professionals a chance to be at the forefront of healthcare innovation and make a real difference in people's lives.
About the Role:
Projile is looking for a senior, customer-focused leader to strengthen our Customer Success organization and elevate delivery quality across multiple client accounts.
This role is ideal for someone who combines strong communication, leadership, customer-facing maturity, and operational discipline. You will work across customer success, project management, QA, configuration, and development teams to ensure that our customers receive high-quality service, timely issue resolution, and well-managed delivery.
You will bring senior oversight to active customer accounts, help improve the quality and consistency of work being delivered, and support the team in driving better execution across roadmap items, configuration changes, issue resolution, and customer communications.
This is a highly visible role for someone who understands enterprise software environments, customization and configuration-heavy implementations, and the expectations of demanding customer accounts, especially in the US market.
Why Join Us:
Projile is a fully remote company with a distributed team. We offer the opportunity to work with international customers and cross-functional global teams while building a meaningful career in a flexible remote environment.
This role is especially attractive for experienced professionals who value remote work, autonomy, and the ability to contribute at a senior level without needing to relocate or travel constantly. We welcome candidates who thrive in remote settings and bring maturity, structure, and accountability to virtual teams.
Key Responsibilities:
Customer Success Leadership
- Provide senior oversight across multiple customer accounts to ensure quality execution and strong customer outcomes.
- Support customer-facing teams in managing account health, deliverables, customer expectations, escalations, and ongoing priorities.
- Build trusted relationships with customers and serve as a senior point of confidence in critical conversations when needed.
- Partner with customer success managers and project managers to ensure accounts remain on track and risks are identified early.
Delivery Oversight
- Review active workstreams across customers and ensure deliverables are complete, well-coordinated, and aligned with customer expectations.
- Improve consistency in how configuration changes, customizations, issue resolution, and support activities are managed.
- Ensure work being pushed to customers is properly reviewed, validated, and ready for release.
- Help create stronger discipline around timelines, follow-through, execution quality, and customer communication.
Quality and Execution Excellence
- Establish senior-level oversight to reduce rework, incomplete delivery, and changes that are not fully tested.
- Work closely with QA, configuration teams, and development resources to improve release readiness and delivery quality.
- Help build operating rigor across support, change requests, roadmap items, and customer commitments.
- Drive faster and more reliable turnaround on customer issues and requested changes.
Cross-Functional Coordination
- Work across Customer Success, Project Management, QA, Configuration, Product, and Development teams.
- Align internal teams on priorities, next steps, account risks, and delivery status.
- Help junior customer-facing team members strengthen structure, communication, and account management practices.
- Bring calm, organized leadership to multi-threaded customer situations.
Process Improvement
- Identify recurring delivery gaps and recommend improvements in execution, ownership, communication, testing, and account governance.
- Help introduce better account review mechanisms, delivery controls, and customer follow-up practices.
- Support the company in building a more scalable and mature customer success and delivery function.
Required Qualifications
- 8+ years of experience in customer success, client delivery, program management, implementation, enterprise support, or a related leadership role.
- Strong experience working with enterprise software or SaaS platforms involving configuration, customization, and multi-team delivery.
- Demonstrated success managing complex customer accounts, preferably with US-based clients.
- Excellent verbal and written communication skills in English.
- Strong leadership presence and the ability to work effectively with junior customer-facing teams and technical teams alike.
- Experience coordinating across multiple functions including project management, support, QA, implementation/configuration, and engineering.
- Strong problem-solving ability, attention to detail, and sense of accountability.
- Ability to work in a fast-moving remote environment with high ownership and limited hand-holding.
Preferred Qualifications
- Experience working directly with US customers in healthcare technology, enterprise SaaS, workflow platforms, or similarly complex domains.
- Prior experience in remote or distributed global teams.
- Experience improving delivery discipline, customer support responsiveness, release quality, or account governance.
- Familiarity with product-led organizations where roadmap, support, and customer-specific changes must be balanced carefully.
- US visa strongly preferred.
- Experience traveling to the US for customer meetings is a plus.
What We Are Looking For
We are looking for a senior professional who is:
- Customer-first and highly responsive
- A strong communicator and relationship builder
- Confident leading difficult customer conversations
- Practical, organized, and execution-oriented
- Comfortable managing ambiguity and bringing structure
- Able to drive accountability without creating friction
- Respected by both customer-facing and technical teams
- Focused on quality, speed, and follow-through
Impact of This Role
This person will play a critical role in helping Projile:
- Improve quality across customer delivery
- Strengthen oversight of multiple active accounts
- Support and guide junior customer-facing team members
- Increase customer confidence and satisfaction
- Improve the speed and quality of issue resolution and requested changes
- Reduce delivery slippage, incomplete work, and poorly tested changes
- Create a stronger operational foundation for scale
Click on Apply to know more.