Outcomes Engineering Manager (Customer Success Manager)

About the Role

Healthy Together’s mission is to make our government the best run organization in the world. We believe that when government programs operate at their best, they strengthen communities, improve efficiency, reduce barriers to essential services, and deliver better outcomes for millions of families.

The Outcomes Engineering Manager is a key member of Healthy Together’s forward-deployed pods and plays a vital role in ensuring customer success. This role serves as the primary liaison between state program teams and Healthy Together’s internal teams, driving adoption, satisfaction, and program outcomes.

The Outcomes Engineering Manager sits in every customer meeting, coordinates and documents discussions, and partners closely with state project managers to align resources, timelines, and commitments. They come prepared to customer meetings with clear agendas and leave each session with documented next steps and follow-up items. They have a strong understanding of contracts and statements of work, holding both internal teams and customers accountable to commitments while preventing scope creep. Their focus is on delivering projects on time, within scope, and with meaningful outcomes for the programs they serve.

Core Responsibilities

• Customer Partnership
  
  • Serve as the primary point of contact for assigned customers, building trusted relationships with state program leadership and operational teams.
  • Partner closely with state project managers to ensure alignment on timelines, resources, and success metrics.
  • Prepare agendas in advance of customer meetings, facilitate productive discussions, and document outcomes, risks, and decisions.
  • Leave each meeting with clear next steps and drive follow-up actions across all stakeholders.
• Project and Contract Management
  
  • Act as a customer-facing project manager, ensuring projects are delivered on time, within scope, and in alignment with contractual requirements.
  • Understand and interpret contract requirements, tracking deliverables, timelines, and compliance obligations.
  • Hold both internal teams and customers accountable to commitments, helping customers avoid scope creep.
• Program Expertise and Delivery
  
  • Develop and maintain a deep understanding of Healthy Together’s products and how they apply to WIC, SNAP, SunBucks, FMNP, Medicaid, and other Health & Human Services programs.
  • Gather and analyze program requirements, workflows, and operational challenges, translating them into actionable items for internal teams.
  • Help prioritize internal resources and deliverables based on program impact and urgency.
• Training and Enablement
  
  • Lead onboarding and training sessions for customer staff.
  • Train-the-trainer: equip customer program managers and staff to deliver effective user training within their organizations.
  • Develop deployment-specific training materials that support smooth adoption and long-term program success.
• Customer Success and Growth
  
  • Track and report program health metrics, including adoption rates, user engagement, and issue resolution trends.
  • Escalate risks early and work cross-functionally to mitigate them.
  • Ensure customers are aware of new product features, best practices, and process improvements.
  • Identify new revenue opportunities such as expanded modules, new program verticals, or additional agency engagements.
  • Provide structured product feedback to the engineering and product teams to ensure customer needs inform roadmap decisions.
• Travel and Relationship Building
  
  • Travel as needed to support onsite deployments, customer training, and state program events.
  • Represent Healthy Together at conferences and industry gatherings to strengthen relationships and highlight program successes.

Skills and Qualifications

• Strong project management skills, with the ability to manage multiple complex programs simultaneously.
• Exceptional communication and relationship-building skills with both technical and non-technical stakeholders.
• Experience working with government agencies and familiarity with public sector procurement, compliance, and contracting processes.
• Ability to understand and document detailed business processes and workflows.
• Strong analytical skills with the ability to connect customer needs to technology solutions.
• Skilled at navigating politically sensitive environments and maintaining professionalism under pressure.
• Proactive in identifying risks, dependencies, and opportunities for optimization.
• Comfortable working in cross-functional teams that include engineering, product management, compliance, and operations.
• Ability to translate between customer requirements and technical deliverables.
• SaaS or enterprise software delivery experience preferred.
• PMP, CSM, or other recognized project management certification a plus.

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