Senior Engagement Manager

About the Role:

We're seeking a dynamic, strategic Senior Engagement Manager to serve as the primary partner between Medallion and some of our most important customers. You'll be the strategic post-sale leader for a portfolio of healthcare accounts - organizations with multiple stakeholders, layered operations, and high stakes, where getting provider operations right directly affects revenue, compliance, and patient care. You’ll partner closely with cross-functional teams to improve delivery efficiency and drive better outcomes for customers.

This is a highly cross-functional role at the intersection of strategy, execution, and impact. You'll operate as the connective tissue across delivery, stakeholders, and long-term value realization - leading large-scale initiatives, aligning executive stakeholders, and delivering measurable business outcomes. The ideal candidate is comfortable running multiple programs in parallel and acting as a true strategic client partner. This role requires someone with very strong thought organization and communication skills, along with the ability to collaborate, context switch, and manage customer escalations.

This role reports to the VP of Customer Experience and compensation will vary depending on skills, qualifications, experience, level, market data, and geographic location. In addition to base salary, Medallion offers competitive equity and benefits as part of the total compensation package.

Responsibilities:

• Client Relationship Management
  • Own a portfolio of complex enterprise healthcare accounts, building trusted relationships across operational, clinical, and executive stakeholders
  • Understand each customer's business objectives and proactively provide strategic guidance to meet their needs and expectations
  • Align executive stakeholders through structured engagements (EBRs/QBRs) focused on measurable outcomes, ROI, and roadmap alignment
• Program & Project Leadership
  • Lead large-scale client initiatives end to end, owning timelines, deliverables, and resource allocation for seamless execution
  • Identify, prioritize, and own resolution of internal and customer escalations and project risks across technical, business, and executive stakeholders
  • Partner cross-functionally with Implementation, Operations, GTM, Product, and Engineering teams to align execution with customer priorities
• Process Optimization
  • Analyze customer workflows to surface inefficiencies and operational gaps
  • Implement best practices and process improvements that drive better outcomes for clients and internal teams
  • Continuously seek opportunities to streamline operations and maximize customer value
• Impact & Value Realization
  • Define, track, and communicate key success metrics through clear, executive-level insights
  • Drive adoption and long-term value realization, ensuring solutions are fully embedded and delivering impact well beyond launch
  • Deliver strategic recommendations that align with customer goals and strengthen long-term partnership value

Qualifications:

• 6+ years in customer success, engagement management, or management consulting, ideally supporting complex enterprise customers
• Experience owning customer relationships in a SaaS startup environment, and a track record of thriving in fast-moving, ambiguous settings
• Proven ability to drive engagement across a portfolio of accounts using data insights, product knowledge, and industry expertise
• Demonstrated success identifying solutions, improving client strategies, and driving change
• Experience owning escalations and project risk end-to-end across technical, business, and executive stakeholders
• Strong project management and organizational skills, with the ability to manage multiple priorities in parallel
• A history of driving measurable business outcomes tied to defined KPIs - and the ability to speak to how you performed against them
• Exceptional communication, executive presence, and negotiation skills, confident engaging at the C-suite level
• Comfortable operating at both a strategic level (executive alignment, roadmap planning) and an operational level (driving execution and delivery)
• A structured, proactive, collaborative approach that elevates teams through clarity, rigor, and execution

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