TeamBuilder

Manage customer relationships, deliver training, monitor customer health, and collaborate with teams to ensure customer success. | Experience in healthcare SaaS or healthtech, relationship building with healthcare leaders, training design and delivery, project management, and data analysis skills. | TeamBuilder is a rapidly growing healthcare SaaS company on a mission to transform healthcare with our innovative technology. We believe in empowering our customers through inventive solutions and a commitment to excellence. Our young, rapidly growing team is looking for passionate professionals who thrive in a dynamic, innovative, and collaborative environment. Summary of Role The Customer Success Manager (CSM) is the primary point of contact for a portfolio of TeamBuilder customers, ensuring they achieve measurable value and ROI from our platform. The CSM owns the customer success relationship from onboarding through renewal, providing advisory support during implementation to align with success goals and delivering hands-on “how-to” platform training and operating model playbook sessions to drive adoption. Post-go-live, the CSM proactively manages account health, conducts QBRs, and champions customer satisfaction, retention, and growth. This role is highly customer-facing and requires expertise in relationship management, training, change management, data analysis, and operational execution. The CSM partners closely with Sales, Implementation, Product, and Support teams. Key Responsibilities Customer Relationship Management & Engagement · Serve as the trusted advisor and main point of contact for assigned customer accounts (Enterprise, SMB, Partner), building strong relationships with medical group leaders, clinical leaders, practice managers, and administrators. · Lead regular check-ins, business reviews (QBRs), and data-driven discussions to ensure customers are achieving their goals and realizing value from TeamBuilder. · Proactively identify risks, address challenges, and surface opportunities for upsell, expansion, or improved adoption. Training & Enablement · Engage early in the customer lifecycle, partnering with Implementation teams to ensure successful onboarding and adoption that lead to ROI, goals achievement, and customer satisfaction. · Partner with Implementation Analysts to lead and deliver in-person and virtual training sessions for super users, managers, and frontline staff during implementation, tailoring content to customer needs and practice realities. · Develop and maintain training materials, user guides, and best practices to support ongoing customer education and enablement · Support change management efforts with managers and schedulers, helping practice managers and staff transition from legacy processes to TeamBuilder’s digital platform. · Support change management efforts with leadership, embedding the TeamBuilder Operating Model playbook in the early phases of Implementation and supporting adoption of it throughout the customer lifecycle. Customer Success & Value Realization · Monitor customer health metrics, usage data, and feedback to ensure customers are on track to achieve desired outcomes. · Monitor customer platform Insights data to identify trends and interesting dynamics that can lead to value creation. · Collaborate with Product and Support teams to resolve issues, advocate for customer needs, and share insights for product improvement. · Drive customer retention and satisfaction by ensuring customers are fully utilizing TeamBuilder’s features and realizing measurable ROI. · Facilitate customer feedback sessions and contribute to the continuous improvement of onboarding, training, and support processes. Operational Excellence & Team Collaboration · Maintain accurate records of customer interactions, account status, and key activities in CRM and Project Management platforms (e.g., Asana). · Contribute to the development and refinement of customer success playbooks, onboarding processes, and training programs. · Participate in cross-functional projects to improve the customer journey and scale TeamBuilder’s customer success operations. Ideal Experience and Background · Experience in customer success, account management, or implementation roles within healthcare SaaS or healthtech environments (ambulatory experience and interaction with Practice Managers strongly preferred). · Proven ability to build relationships with healthcare leaders, practice managers, and frontline staff. · Hands-on experience designing and delivering training programs for diverse audiences. · Strong project management, organizational, and communication skills. · Comfort with data analysis, customer health metrics, and driving process improvement. · Willingness and ability to travel for in-person training and customer engagements as needed. Culture We foster a collaborative, engaging, mission-driven culture that values innovation and prioritizes customer success. Additional Information · Job Type: Full-time, Exempt, Remote, Travel Required · Compensation: Competitive including paid time off, healthcare benefits, 401k and the potential for performance and discretionary bonuses, and/or equity.

Design and deliver training programs for technical and operational staff, develop scalable learning resources, and collaborate with cross-functional teams to improve training effectiveness. | Extensive experience in instructional design, technical content development, and familiarity with adult learning concepts; experience in cybersecurity or technical training is a plus. | TeamBuilder is a rapidly growing healthcare SaaS company on a mission to transform healthcare with our innovative technology. We believe in empowering our customers through inventive solutions and a commitment to excellence. Our young, rapidly growing team is looking for passionate professionals who thrive in a dynamic, innovative, and collaborative environment. We are actively seeking a Customer Training & Enablement Manager to ensure customers achieve sustained adoption and ROI through hands-on training, enablement, and advisory support that reinforce change management and unlock the full value of TeamBuilder across the customer lifecycle. Summary of Role This role spans both Implementation (partnering with Project Managers and Implementation Analysts during onboarding) and post-implementation (partnering with Customer Success to drive long-term adoption and renewals). The ideal candidate brings firsthand experience in ambulatory practice operations and scheduling, able to connect authentically with practice managers and schedulers by saying “I’ve been in your shoes” and showing them practical strategies to overcome friction. They are technologically savvy, comfortable traveling to medical groups when needed, and responsive to customer requests that require immediate support. Key Values of all TeamBuilders · Committed to driving growth and delivering value for clients · Innovative and collaborative, focused on effective implementation of our product · Entrepreneurial and ownership mindset · Innovative and agile approach to product and customer success Training & Enablement Responsibilities · Design and deliver tiered training curricula: · Smaller medical groups → lighter-touch programs with internal super users trained by TeamBuilder to cascade knowledge. · Enterprise customers → robust programs, workshops, and on-sites. · Develop role-based training paths for practice managers, schedulers, and frontline staff. May also get involved in Executive training programs, but that is secondary to on the ground and in-depth training of managers and schedulers. · Partner with Implementation Analysts, who provide hands-on training during configuration, to ensure customers understand how their instance of TeamBuilder is set up and why. Help them apply that configuration to their day-to-day needs by putting yourself in their shoes and showing them how TeamBuilder can make their lives better. · Act as a trusted advisor to practice managers and leaders, providing strategies, tips, and reassurance to reduce friction and build confidence in new scheduling models. · This would sometimes come in the format of materials and video trainings/office hours, and other times would require in-person working sessions to help managers learn how to build templates and schedules to their unique circumstances, helping them breakthrough mental barriers. Travel and Responsiveness Expectations · Travel: This role will involve on-site training and enablement with medical groups, sometimes outside of originally planned schedules. Candidates should expect: · Regularly scheduled onsite training sessions with practice managers and schedulers. · Occasional additional onsite visits requested by customers when new challenges or urgent needs arise. · Flexibility to adjust travel plans and availability based on customer requirements. · Responsiveness: Customers may have urgent training or support needs that fall outside standard scheduling. To succeed in this role, the individual must: · Be responsive to customer requests that arise unexpectedly and manage them with minimal hand-off. · Prioritize continuity of support — once engaged with a customer situation, remain with it until resolution where possible. · Balance responsiveness with proactive scheduling by partnering with colleagues when coverage or backup is required. · Flexibility: The role requires a blend of planned and reactive work, with the ability to manage both structured training programs and ad-hoc customer needs. Strong time management, communication, and collaboration are essential to maintaining customer trust while ensuring the workload is shared effectively across the team. Ideal Experience and Background We are seeking a boots-on-the-ground operator who has lived through the day-to-day realities of running an ambulatory medical group practice and understands the nuances of schedule creation. This role requires someone who is both credible with practice managers and operational leaders, and skilled at translating their experience into training and enablement strategies that reduce friction and build confidence. Strong candidates will have one or more of the following backgrounds: · Former Practice Manager or Clinic Operations leader who directly owned staff scheduling, patient access, and workflow optimization who is technologically savvy and forward. · A Practice Manager or operational leader selected internally to lead a technology implementation (e.g., scheduling systems, EHRs like Epic, workforce tools like Workday). · A healthcare operations professional who has successfully transitioned into SaaS or healthcare technology, bringing both frontline knowledge and software implementation experience. Relatability: · Must be relatable to practice managers and frontline leaders, able to say “I’ve been in your shoes” and mean it. · Comfortable addressing resistance to change with empathy, tips, and practical strategies. · Technologically savvy, with a strong track record of driving adoption of healthcare tech tools or SaaS platforms. Cross-Functional Collaboration · Implementation → Capture training and support insights from Implementation projects to refine training programs. · Customer Success → Align with CSMs to deliver refresher training, advanced enablement, and ensure ROI milestones are supported. · Product & Engineering → Provide feedback from training/support to inform roadmap priorities and feature launches. Keep a list of top priority advancements that will change the game for practice managers. · Marketing → Partner on customer-facing enablement campaigns, community programs, and advocacy initiatives. Goals and KPIs · Successful creation of end-to-end comprehensive training program · % of customers in each role completing training paths · Training CSAT (LMS, workshops, on-sites, webinars, in-app onboarding) · Adoption improvement post-training (usage & compliance benchmarks, CSAT) Additional Information · Job Type: Full-time, Exempt, Remote, Travel Required · Compensation: Competitive including paid time off, medical benefits, and the potential for an annual performance bonus, and/or equity. · Culture: We foster a collaborative, engaging, mission-driven culture that values innovation and prioritizes customer success.

Manage complex SaaS implementation projects, optimize processes, and ensure client satisfaction. | Experience in project management within SaaS or healthcare, strong process optimization skills, and familiarity with healthcare workflows. | TeamBuilder is a rapidly growing healthcare SaaS company on a mission to transform healthcare with our innovative technology. We believe in empowering our customers through inventive solutions and a commitment to excellence. Our young, rapidly growing team is looking for passionate professionals who thrive in a dynamic, innovative, and collaborative environment. Summary of Role As a Project Manager within our PMO, you will own complex implementation projects while driving strategic PMO initiatives that ensure operational excellence across the customer lifecycle. You will manage full-spectrum, end-to-end product implementations, ensuring synchronization of internal efforts to achieve client requirements and milestones. You’ll collaborate with cross-functional teams—including engineering, data, sales, and third-party vendors—to deliver projects on time, within scope, and in accordance with regulatory standards. You’ll play a key role in defining project scope, goals, deliverables, and timelines, and will drive operational excellence by optimizing processes and proactively identifying opportunities for improvement and scalability. Key Responsibilities Project Leadership, Delivery & Execution · Lead planning, execution, and delivery of complex SaaS implementations from kickoff through go-live. · Manage multiple projects simultaneously, ensuring alignment with client requirements, timelines, and regulatory standards. · Develop detailed project plans, schedules, and budgets; manage master working plans for all internal activities related to data, configurations, and risk mitigation. · Ensure projects are delivered on time, within scope, and aligned with client requirements and regulatory standards. · Collaborate with cross-functional teams and third-party vendors to ensure seamless coordination and integration. · Serve as the primary point of contact for key clients during implementation, translating business needs into actionable plans. Process Optimization & Operational Excellence · Proactively capture implementation milestones and lessons learned to iterate and provide recommendations for ongoing process improvement. · Support the development and refinement of PMO playbooks and operational guardrails to ensure predictable, repeatable implementations. · Assist with client training through use of our LMS and respond to ongoing user requests/issues. · Ensure LMS is kept up to date with new TeamBuilder features and processes. Stakeholder & Client Management · Establish expectations and communicate project status and milestones to stakeholders through regular reports and meetings. · Serve as a trusted liaison between technical teams, departmental leaders, and client stakeholders, translating business requirements into actionable plans. · Manage client success and key account implementations, driving satisfaction and measurable ROI. Change Management & Adoption · Support change management strategies, including training, communications, and stakeholder engagement, to ensure successful user adoption and minimize disruption. · Contribute to the creation and deployment of scalable training programs, user guides, and documentation for end-users. Ideal Experience and Background · Experience: Project or program management experience in SaaS environments; healthcare SaaS experience strongly preferred (ambulatory experience is a plus but not required). · Skills: Strong background in process optimization; PMO design and scalable implementation models are a plus. · Project Management Frameworks: Demonstrated ability to apply structured project management frameworks · Domain Knowledge: Familiarity with healthcare workflows and SaaS implementations. · Leadership: Ability to influence cross-functional teams and drive strategic initiatives. Culture We foster a collaborative, engaging, mission-driven culture that values innovation and prioritizes customer success. Additional Information · Job Type: Full-time, Exempt, Remote, Travel Required · Compensation: Competitive including paid time off, medical benefits, and the potential for merit and performance bonus, and/or equity options