Customer Success Lead

3 months ago

Draper, United States NexHealth Full time
About NexHealth

Our healthcare system is frustratingly analog. When you live in a world of one-tap car rides, meal delivery, and unlimited streaming, why do you have to call to schedule an appointment with a doctor and are still handed a clipboard to fill in a form? NexHealth's mission is to accelerate innovation in healthcare. We're doing this by connecting patients, doctors, and developers. We're the first to fully automate the integration with health record systems, paving the way for a new generation of disruptive health-tech companies

Here's some of what we've accomplished:
  1. $125M Series C at $1B valuation
  2. Manage more than 75 million patient records
  3. 80%+ annual revenue growth
  4. Top 10% of Inc. 5000 (2022)

Customer Success at NexHealth

It's a very exciting time to be in Customer Success at NexHealth. As we've crossed over 10k customers, it's time for us to retool and improve the way we serve our SMB customer base, in order to set us up to efficiently service 100k customers. The Retention team is a scrappy team of six individuals who have deep product knowledge and prior account management experience. Today the primary team responsibility is to serve on the frontlines alongside customer support, working to turn around customer experiences that have gone sideways, and fight to provide world class customer experience in order to keep customers in the door.

Over the course of the next six months, we want to expand the scope of the team to own the entire post-onboarding customer journey, and move from a largely reactive world to a proactive and data driven customer journey. This is a role for those with experience managing, and those who are comfortable getting their hands dirty and building programs and initiatives from the ground up - all while continuing to hit monthly and quarterly KPI targets and providing on the floor leadership for your team.

What You'll Do:
  • Team Leadership and Development: Own the day-to-day management of the retention team, including career conversations, growth opportunities, and all personnel-related decisions.
  • Customer Retention and Success: Own the SMB retention and churn outcomes. Lead efforts to mitigate customer concerns, reduce churn, and enhance overall customer satisfaction and retention, focusing on both proactive and reactive strategies. This will require a willingness to get on customer facing calls to intervene in escalated situations or high stakes situations.
  • Operational Excellence: Ensure the team meets and exceeds core KPIs such as Retention and Churn Rate, SMB NRR, CSAT, NPS, and SLAs, through effective management and continuous improvement processes.
  • Proactive Outreach Initiatives: Develop and implement proactive outreach campaigns to increase customer adoption, convert monthly customers to annual contracts, and improve overall customer engagement and success.
  • Cross-Functional Collaboration: Work closely with other departments, including product, marketing, and sales, to ensure alignment and support for customer success initiatives, advocating for customer needs and driving solutions.
What You'll Bring:
  • Proven Experience: Minimum of 5 years in customer success or a similar role within a fast-paced, high-growth SaaS environment, with at least 2 years in a leadership position. Bonus points if your experience comes from the healthtec world. Preference given to those with SMB experience.
  • Customer-Centric Mindset: Demonstrated ability to think from the customer's perspective, prioritizing their needs and solving their problems effectively. Ability to manage competing priorities - need to be able to balance what is right for the customer within a framework of what makes sense for NexHealth.
  • Leadership and Management Skills: Strong track record in managing and developing a team, with a focus on career growth, performance management, and fostering a positive, high-performance culture. Demonstrated ability to build and launch programs and to drive evolution within a team.
  • Analytical and Results-Driven: Demonstrated previous ability to own and hit a quota or a target revenue or retention number. Excellent analytical skills with the ability to track and improve KPIs such as Retention, Churn Rate, NRR, CSAT, NPS, and SLAs.
  • Builder's Mindset: This is a role for someone who is willing to get their hands dirty, get in the weeds with their team, and build their own solutions, reporting and tracking. Someone who is comfortable in Salesforce reports, Google Sheets and utilizing GTM tools like Outreach, MixMax, etc. will excel here.
NexHealth Values
  • Solve the customer's problems, not yoursWhen making decisions, think from the perspective of the customer. It's easy to make decisions that make our lives simpler, but not the customers.
  • Do the things others are not willing to doAs a Nexer, always go after the hardest problems. Pursue things at the highest quality. Move at the fastest pace.
  • Take ownershipAct like a founder. Own your roles, destinies, mistakes, behavior, and our mission. The buck stops with each of us - no blaming or excuses.
  • Say what's on your mind, with positive intentBe direct, proactive, transparent, and frequent in your communication.
  • Default trustAs a Nexer, you do not have to earn trust, trust is given to you by default. If we by default trust each other, our speed of communication, feedback, information sharing, and overall improvements will be a lot faster.
  • Think in first principlesWe first identify the problem and then break it down to its fundamentals before diving into solutions. We constantly ask "why" to validate our assumptions.
Here's a glimpse into our interview process:
  • You'll talk with a NexHeath Recruiter
  • You'll talk with the Hiring Manager on a video call
  • You'll talk with Team Members on a video call
  • You'll do a Panel Presentation or Working Session with a small panel
Benefits
  • Competitive salary plus equity
  • Commuter benefits
  • 401K
  • Full Medical, Dental and Vision
  • Unlimited PTO

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender expression, sexual orientation, age, marital status, veteran status or disability status. We will provide reasonable accommodation to individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at talent@nexhealth.com.

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