Head of Customer Success

Job Description

Client Summary:

• Focuses on helping patients with non-clinical financial and logistical challenges during treatment.
• Strong social mission inspired by the founder's personal journey with cancer, diagnosed in January last year.
• Founded in 2021 with an initial focus on cancer patients, but plans to support all patients regardless of diagnosis.

Key insights from the founder's experience:

• Patients hesitate to ask a specific person for help to avoid feelings of obligation or dependency.
• Patients' needs constantly change, making it challenging to predict what is needed.
• People want to help but often don't know how.

Platform features:

• Utilizes a unique combination of digital health and fintech tools.
• Facilitates payments to address non-clinical aspects of care.
• De-stigmatizes asking for help.
• Aims to ensure financial challenges don't affect the quality of care patients receive.

Position Responsibilities:

• Customer Satisfaction & Retention: Ensure customer satisfaction through effective onboarding, training, and continuous support.Develop strategies to monitor and enhance customer engagement and retention rates.Address and resolve customer issues promptly, maintaining a high level of customer satisfaction.
• Value Demonstration: Articulate the value of the solutions to customers, ensuring they understand the benefits and ROI.Conduct regular business reviews with customers to demonstrate progress and value.
• Relationship Building: Establish and maintain strong relationships with key stakeholders, including CxOs at hospitals, CROs, and other healthcare organizations.Serve as a trusted advisor to our clients, understanding their needs and challenges.
• Team Leadership: Build, lead, and mentor a high-performing Customer Success team.Develop team goals, KPIs, and career development plans.Foster a culture of collaboration, continuous learning, and customer-centricity within the team.
• Strategic Initiatives: Collaborate with cross-functional teams to ensure customer feedback informs product development and enhancements.Identify opportunities for upselling and cross-selling within the existing customer base.Develop and implement customer success best practices and processes.

Experience & Skills:
Required Experience and Qualifications:

• Bachelor’s degree in Business, Healthcare Administration, or a related field; MBA or equivalent experience preferred.
• 7+ years of experience in customer success, account management, or related roles within the healthcare industry.
• Proven track record of building and managing high-performing teams.
• Deep understanding of hospital RCM and patient engagement.
• Strong ability to build and maintain relationships with senior executives and key stakeholders.
• Excellent communication, negotiation, and presentation skills.
• Highly organized with a strategic mindset and strong problem-solving abilities.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.

Why Join this Company?

• Impact: Play a pivotal role in transforming the healthcare industry.
• Innovation: Work with cutting-edge technology and be part of a company that values innovation and creativity.
• Growth: Enjoy opportunities for professional growth and career advancement.
• Culture: Join a collaborative, supportive, and mission-driven team.

Compensation $175k-$200k, Health Insurance is in the works, Flex PTO