Head of Customer Success

2 months ago

Santa Clara, United States Direct Recruiters Full time
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:
  • Bachelors 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
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