Head of Customer Success
3 weeks ago
Company Overview:
Gratia is a venture-backed health technology startup that specializes in helping healthcare employers create healthy, sustainable workforces through its incentive compensation platform. Our goal is to develop and deploy a portfolio of data-informed incentive programs that help create more sustainable work environments for shift-based healthcare providers, like nurses. Our programs are designed using proven behavioral science concepts to address chronic workforce challenges within systems and are deployed using our proprietary software platform that gamifies the experience for participating providers. The end result is increased compensation and satisfaction for providers and a definitive, significant near-term ROI for employers. As we pioneer this transformative journey, we are seeking a dynamic and strategic Head of Customer Success to join our early-stage team.
Position Overview:
As the Head of Customer Success at Gratia, you will play a pivotal role in shaping and executing the operational strategy of our company. You will be responsible for overseeing Gratia’s customer success strategy and execution. This includes leading new client implementations, stakeholder management, account expansion and ensuring seamless end-user support. Additionally, you will interface significantly with the product team, capturing and synthesizing end-user insights to inform and support product quality, strategy, and direction. Lastly, you will lead strategic projects that contribute to the growth and success of Gratia's platform. This position is perfect for an experienced operator, well-versed in fast-paced startup environments, that is looking for significant responsibility and potential for upward mobility as our team and company grow.
Key Responsibilities:
Customer Success Strategy and Vision:
Collaborate with the leadership team to craft and articulate a clear vision for the customer success function that aligns with the company’s strategic objectives. This includes long term planning and scaling of the customer success department.
Implementation Management:
Collaborate with cross-functional teams to ensure efficient and effective onboarding of healthcare employers onto Gratia's platform.
Develop and implement standardized processes for smooth and timely client implementations.
Monitor and assess implementation metrics to continuously improve the onboarding experience.
Key Stakeholder and Program Management:
You and your team are the go-to day-to-day resources that tactically support on-going program management, alongside the client stakeholders.
Manage curated incentives programs through their entire life cycles for each client, optimizing for seamless, delightful, and impactful user experiences and engagement with Gratia's platform.
Collaborate with client stakeholders as well as internal teams to design, implement, and optimize program strategies and offerings.
Monitor program performance and iterate based on data-driven insights to drive continuous improvement to meet desired client objectives.
Customer Education, Advocacy, and Community Building:
Develop a comprehensive customer education program to ensure customers are fully utilizing the platform and maximizing the value of their investment.
Foster a community of advocates through customer engagement initiatives, such as groups, forums, and product advisory boards where stakeholders are encouraged to share their success stories and feedback.
Account Management and Expansion:
Identify opportunities for organic growth within existing accounts and develop strategies to capitalize on them.
Work closely with sales and executive leadership to execute account expansion initiatives.
Directly oversee the renewal process to maintain high retention rates and develop strategies to identify and mitigate churn risks.
Track and report on account expansion metrics, providing insights to inform future expansion efforts
End User Support:
Build and lead a customer support team dedicated to providing exceptional service to healthcare providers using Gratia's platform.
Establish and maintain robust support processes, including ticketing systems, knowledge bases, and continuous training programs.
Collect and analyze customer feedback to identify areas for product and program improvement and implement strategies to enhance the overall user experience.
This role offers the opportunity to make a significant impact on the success of Gratia's platform and contribute to the transformation of healthcare workforce management. If you are passionate about improving healthcare outcomes and have a proven track record in operations, program management, and account expansion, we would love to hear from you.
Qualifications:
Experience in health technology space and/or healthcare consulting
Proven experience in operations and customer success roles in a SaaS or health tech startup environment.
Strong leadership skills with a track record of building and managing high-performing teams.
Excellent project management and organizational abilities.
Exceptional communication and interpersonal skills.
Pro-active do-er and strategic thinker / problem solver
MBA preferred
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