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Senior Customer Success Manager

2 months ago

Menlo Park, California, United States Sprinter Health Full time

At Sprinter Health, we are on a mission to dramatically improve health outcomes for millions of people who fall through the cracks of American healthcare.

To access healthcare today, people have to take 3 hours off from work (often unpaid), drive or bus across town, hunt for parking, find room 714B in a labyrinth of a clinic, and then wait in room after room. How is this considered normal—all just to get something checked out?

We rethought all this: What if 80% of the things you do at clinics could be done in the convenience of people's homes? What if we redesigned the healthcare experience around the person receiving services (rather than the convenience of fax machines and clinical interfaces from 1988)?

We now dispatch the highest quality, friendly medical professionals directly from patient home to patient home (think 'DoorDash for healthcare') making it so simple and convenient that we're able to reach people who would otherwise not have gone in. Every time we sprint to a home is a chance to catch diseases early enough to make a difference.

Come join a lean Customer Success team where you get to own the satisfaction, outcomes and retention of your assigned customers.

The Senior Customer Success Manager will work to ensure team best practices, policies, and customer-first initiatives are met. You act as internal champions to coordinate the cross-functional motions required for sustained customer success and growth. Key focus areas will include implementation, customer retention, advocacy, adoption, and growth for a defined portfolio of customers.

What you will do

  • Lead customer interactions in a manner that establishes ongoing credibility and trust as a business and thought partner
  • Collaborate cross-functionally to lead customers through the Sprinter Health customer journey to achieve strong customer satisfaction, adoption, and partnership success
  • Partner with each customer to define and track measurable success plans with clear outcomes; ensure cohesive communication across internal and customer audiences at all levels
  • Use customer data and patient feedback to articulate the Sprinter Health value and make recommendations for partnership optimization
  • Serve as the Voice of the Customer within Sprinter Health by providing customer feedback to the product team to inform the roadmap
  • Drive and coordinate renewal and expansion of customer contracts, identifying new lines of business and new geographies
  • Proactively identify customer risks and partner cross-functionally to recommend solutions and action plan to improve customer satisfaction

About you

  • Experience in customer success, account management, enterprise sales or consulting
  • Strong orientation toward problem-solving with a systematic and managed approach
  • Experience working with sales, operations, product and other members of cross-functional teams
  • Urgency in execution and tendency toward speed with ability to adapt and change
  • Strong empathy for customers
  • Comfortable with ambiguity
  • Excellent verbal/written communication and organizational skills
  • Strong business acumen including experience working with executives and in a B2B environment
  • Proven ability to influence through persuasion, negotiation, and consensus building
  • Proven sales ability to upsell and expand existing relationships
  • Exercise judgment, with guidance, in methods, techniques and evaluation criteria for obtaining results
  • Minimum 7 years healthcare industry experience, in-home services a plus
  • Minimum 7 years in implementation, customer success, sales, or services
  • Minimum 7 years in a direct customer facing role
  • Bachelor's degree from an accredited university or college
  • Ability and willingness to travel up to 30%

The Fun Stuff

  • Medical, Dental and Vision - 100% premium covered up to family
  • 401 with a match
  • Unlimited PTO
  • Generous parental leave (16 weeks for the birthing parent, 8 weeks for the non-birthing parent)
  • $10,000 lifetime max for infertility/fertility treatment
  • Team off sites, game hours, tech talks, and design sprints

Beware of recruitment fraud and scams that involve fictitious job descriptions followed by false job offers.

If you are applying for a job, you can confirm the legitimacy of a job posting by viewing current open roles here. All legitimate job postings will require an application to be made directly on our official Sprinter Health Careers website. Job-related communications will only be sent from email addresses ending in Please ensure that you're only replying to emails that end with