EMR Success Manager

BillionToOne is hiring a EMR Success Manager to lead a customer-facing support team responsible for ensuring customers are successful with their EMR integrations. This manager will run day-to-day operations for the EMR Success function, provide technical leadership during escalations, and partner cross-functionally to improve the integration experience end-to-end.

This is a hands-on people manager who can balance customer outcomes, operational rigor, and technical triage. Travel is required.

Responsibilities:

• Lead and develop the EMR Success team
  
  • Manage, coach, and develop EMR Integration Specialists responsible for successful implementations and ongoing client support, proactively identifying and breaking through customer and internal barriers to drive customer success.
  • Create clear operating rhythms (intake, prioritization, escalation, customer communications, post-mortems) and ensure consistent execution across the team, delivering best-in-class field and clinic-level support.
• Drive customer success for EMR integrations
  
  • Ensure customers are successfully implemented and supported across the full integration lifecycle, including implementation planning and cross-functional coordination. 
  • Oversee key activities such as workflow assessment, roll-out planning, training/change management, go-live support, and post go-live planning. 
  • Ensure the team provides end-user training and maintains high customer satisfaction.
• Be the technical point for triage + escalation (Software Product Manager mindset)
  
  • Lead triage of integration issues and changes; ensure ownership, urgency, and clear resolution paths. 
  • Partner with internal technical teams to “navigate and champion IT project requests,” unblock dependencies, and drive timely resolution. 
  • Develop clear and documented playbooks for the team to follow.
• Build scalable processes and improve the system
  
  • Develop and continuously improve documented, scalable processes for implementation and ongoing EMR support, optimizing solution offerings and implementation workflows. 
  • Build metrics and reporting around customer health, backlog, SLA performance, go-live readiness, and recurring issue themes.
• Partner cross-functionally
  
  • Serve as a liaison across Sales and external stakeholders to improve onboarding, closing of EMR integrations and customer experience both for our customers and the sales team. 
  • Ensure the team effectively educates internal and external partners on EMR integration processes and best practices.

Qualifications:

• 5+ years of experience in EMR integrations, interoperability, healthcare IT, lab systems, or related domains.
• 3+ years leading teams and scaling cross-functional programs (people leadership + program ownership).
• Experience leading a customer-facing technical/support team (people management + performance management).
• Strong healthcare integration/program delivery background (EMR implementations, portals, or similar), aligned with end-to-end EMR integration work. 
• Proven project/program management experience managing timelines, customers, and schedules. 
• Ability to work cross-functionally and manage stakeholder expectations internally and externally.
• Strong technical aptitude and comfort driving issue triage in ambiguous situations. 
• Willingness to travel (up to ~50% depending on customer needs). 
• Experience partnering with Engineering/Product teams on integration tooling, automation, monitoring, and scalability improvements.
• Strong understanding of privacy/security requirements in healthcare (HIPAA; preferred familiarity with SOC 2 and audit-ready processes).
• Bachelor’s degree in Health Informatics, Information Systems, Engineering, or related field preferred (Master’s a plus).

Benefits And Perks:

• Working alongside brilliant, kind, passionate and dedicated colleagues, in an empowering environment, toward a global vision, striving for a future in which transformative molecular diagnostics can help millions of patients
• Open, transparent culture that includes weekly Town Hall meetings
• The ability to indirectly or directly change the lives of hundreds of thousand patients
• Multiple medical benefit options; employee premiums paid 100% of select plans, dependents covered up to 80%
• Extremely generous Family Bonding Leave for eligible employees (16 weeks, paid at 100%)
• Supplemental fertility benefits coverage 
• Retirement savings program including a 4% Company match
• Increase paid time off with increased tenure
• Latest and greatest hardware (laptop, lab equipment, facilities)

At BillionToOne, we are proud to offer a combination of (1) competitive base pay, (2) generous equity options offering, (3) corporate bonus program, on top of (4) industry leading company benefits (free healthcare options, 401k match, very generous fully paid parental leave, etc.).

For this position, we offer a total compensation package of up to $260,705 per year, including a base pay range of $179,521 - $200,641 per year.