Customer Success Program Manager

Description Navina is a fast-growing digital health SaaS company that’s on a mission to transform the way physicians interact with patient data. Thousands of clinicians across the United States already use Navina’s AI-powered solution that transforms complex and fragmented patient data into concise “patient portraits" and actionable clinical insights at the point of care. With Navina, physicians experience less burnout, reduce missed diagnoses, and can devote more time giving better care to their patients. Navina has been named one of the Top 100 AI companies globally by CB Insights and made the list of the Top 50 Digital Health startups. We are already working with industry-leading value-based organizations including Privia Health and Agilon. We are looking for a Customer Success Program Manager to lead cross-functional initiatives that improve customer outcomes, operational efficiency, and scalability across our global CS organization. Based in Israel, you will serve as the strategic anchor bridging our US commercial teams and local R&D/Product pods. In this role, you will optimize post-sales infrastructure, manage high-stakes account escalations, and translate customer requirements into technical product reality to maximize net retention. The ideal candidate is a highly organized, data-driven operator who can seamlessly collaborate across CS, Product, Engineering, and Operations teams. Responsibilities Escalations & Risk Management: Own the operational management of commercial escalations and at-risk accounts, building health frameworks and early-warning mechanisms to identify risks and execute cross-functional remediation plans proactively. Cross-Functional Programs: Lead strategic, cross-functional customer programs and initiatives, acting as the central project lead to orchestrate alignment and timely execution across US clients, CSMs, and local R&D pods. Global Team Alignment: Act as the operational bridge between US commercial teams and local R&D/Product, establishing prioritization cadences and translating customer feedback and risks into clear technical context. Infrastructure & Analytics: Design and scale core CS infrastructure, processes, and tools, partnering with cross-functional teams to optimize the technology ecosystem, refine lifecycle workflows, and operationalize performance dashboards. Requirements Required Qualifications: 7+ years of dedicated experience in Customer Success Operations, Program Management, Product or Revenue Operations within a SaaS or digital health environment. Strong Technical Fluency: You don't need to write code, but you must comfortably "speak the language" of R&D and Product. You should understand APIs, data structures, system integrations, and software development lifecycles. Deep technical proficiency in administering and configuring CRM and CS systems Flexibility and willingness to work overlapping hours with US time zones to maintain tight alignment with the US-based Customer Success team and external stakeholders. Proven track record of managing commercial escalations, building business-mitigation programs, and establishing customer health scoring models. Analytical and data-driven mindset with advanced experience building dashboards, reports, and forecasts to measure program performance and account health. Excellent communication, facilitation, and stakeholder management skills in English, with a proven ability to collaborate across distinct operational functions (like Delivery and Enablement). Preferred Qualifications: Experience supporting US-based commercial teams from an Israel-based startup environment. Understanding of healthcare industry workflows, EHR integrations, or value-based care models.