Senior Product Manager – Customer Success, AI & Automation

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🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $141k - $239k / year

⏰ Full Time

🟠 Senior

✅ Product Manager

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athenahealth

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1997

⚕️ Healthcare Insurance

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2017-05

Healthcare Insurance • SaaS • Artificial Intelligence

athenahealth is a provider of healthcare software solutions focused on enhancing clinical effectiveness, patient experience, and financial performance. Its flagship product, athenaOne, is an all-in-one solution that includes electronic health records (EHR), revenue cycle management (RCM), and patient engagement tools. The company offers tailor-made solutions for various healthcare providers, ranging from small practices to large health systems and specialities like behavioral health and pediatrics. athenahealth also provides payer solutions, advisory services, and platform services to improve patient outcomes and reduce costs, while ensuring a highly reliable service with 99. 98% uptime. Their solutions also incorporate AI-powered features like Ambient Notes to streamline clinical documentation. With a focus on interoperability and efficiency, athenahealth aims to simplify healthcare delivery and improve outcomes for both providers and patients.

📋 Description

• Own and drive product strategy across Customer Success AI, workflow automation, support tooling, and operational transformation initiatives. • Develop unified product roadmaps aligned to customer experience goals, operational scalability, adoption metrics, and organizational strategy. • Translate ambiguous business opportunities into clear product direction, prioritization frameworks, and executable delivery plans. • Drive build-versus-buy decisions across enterprise platforms, AI-enabled workflows, customer support tooling, and operational systems. • Leverage enterprise platform capabilities including Service Cloud, Agentforce, Gainsight, Coveo, Cloud Coach, NICE, workflow orchestration tools, and AI-enabled customer success capabilities. • Partner with engineering, architecture, operations, vendors, and consultants to evaluate scalability, feasibility, operational burden, maintainability, and long-term strategic alignment. • Operate autonomously to identify priorities, drive discovery efforts, and progress workstreams without continual direction. • Lead executive-ready communication including roadmap updates, delivery risks, mitigation plans, stakeholder asks, and escalation management. • Drive holistic customer experience improvements across support, onboarding, care, and customer success interactions. • Evaluate AI-powered customer engagement capabilities including conversational AI, intelligent routing, workflow automation, and agentic systems.

🎯 Requirements

• 5+ years of Product Management experience in enterprise SaaS, AI products, workflow automation, customer success tooling, operational platforms, or enterprise transformation initiatives • Experience owning product strategy and roadmap execution across complex cross-functional environments • Experience evaluating build-versus-buy decisions across enterprise platforms and AI-enabled ecosystems • Experience leveraging Salesforce Service Cloud, Agentforce, Gainsight, Coveo, Cloud Coach, NICE, workflow orchestration systems, or AI-enabled customer success capabilities • Strong systems thinking, operational problem-solving, and strategic prioritization skills • Demonstrated ability to independently drive ambiguous workstreams from strategy through execution • Strong executive communication, stakeholder management, and organizational influence skills

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options • Employee assistance programs • Tuition assistance • Commuter support • Collaborative workspaces