Senior Manager, Value Realization

About the Role

Impact you will make

The FinThrive Value Services group is responsible for delivering exceptional customer onboarding outcomes and supports optimized adoption of our solutions. They advise and guide customers, ensuring each customer launches our products successfully, adopts it widely, and optimizes the value through the customer onboarding journey. We are seeking a strategic and people-focused Senior Manager to lead the Training & Advisory Services functions within our Value Services team. This leader will be responsible for building a scalable, adoption-driven education model and guiding a team of advisors to help customers realize the full value of our healthcare revenue management SaaS solutions. The ideal candidate will bring a strong background in customer education, advisory services, and healthcare SaaS, with a passion for improving customer outcomes and product adoption.

What you will do

• Directly manage a cross-functional team of advisors and trainers
• Support team leads in coaching, guidance, and professional development of their respective teams
• Manage team operations including resource planning, budgeting, and process optimization
• Design and implement a scalable, adoption-driven training model based on best practices and tailored to customer segments
• Integrate training throughout the customer onboarding journey and lifecycle to drive product adoption and value realization
• Collaborate cross-functionally with Product, Customer Success, Implementation, and Marketing to ensure training content is relevant, timely, and impactful
• Leverage data and customer feedback to continuously improve training delivery methods (e.g., live, on-demand, self-service)
• Define and evolve advisory engagement models and frameworks that align with customer goals and business value
• Partner with customers to identify opportunities for improvement and guide them toward best practices and strategic outcomes
• Monitor and report on advisory impact using defined KPIs and customer success metrics including, but not limited to, training completion rate, product adoption rate, and time-to-value
• Foster a culture of collaboration, accountability, and continuous improvement

What you will bring

• Bachelor's Degree in a related field
• 7+ years of experience in consulting, education and/or customer success roles within a SaaS or healthcare technology environment
• 4+ years of experience managing teams, including direct people leadership and HR responsibilities
• Proven success in designing and scaling customer training programs that drive measurable adoption
• Experience leading strategic customer engagements focused on value realization and outcomes
• Strong communication, stakeholder management, and cross-functional collaboration skills
• Demonstrates expertise in consultative core competencies such as change management, facilitation, etc. to successfully lead engagements
• Ability to work in a fast-paced environment and change priorities quickly
• Occasional travel may be required: Up to 25%

What we would like to see

• Background in healthcare revenue cycle management or healthcare SaaS platforms
• Familiarity with adult learning principles and instructional design methodologies
• Experience with learning management systems (LMS), digital adoption platforms, or customer education tools
• Data-driven mindset with experience using analytics to inform strategy and measure impact
• Experience in change management or consulting
• Strategic thinker and industry thought leader with deep Revenue Cycle expertise and industry relationships
• Strong executive presence and presentation skills - ability to lead C-suite meetings and execute effective communication plans