EMR Success Manager

A Rare Opportunity to Shape the Future of Genomics Join a team of brilliant, passionate innovators determined to transform healthcare. At BillionToOne, we've built a category-defining, publicly traded company on Nasdaq where transparency fuels trust, collaboration drives breakthroughs, and every contribution moves the needle on our mission to make life-changing diagnostics accessible to all. We don't just aim for incremental improvements; we build products that are 10x better than anything that exists today. Our scientists, engineers, sales executives, and visionaries are united by an unwavering commitment to changing the standard of care in prenatal and cancer diagnostics. This is where cutting-edge science meets human compassion, and every innovation you contribute helps remove the fear of the unknown from some of life's most critical medical moments. If you're driven by purpose, energized by innovation, and ready to help shape the future of precision medicine at scale, this is where you belong. 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 m