The core mission of our Customer Success Management team is to help practices thrive by leveraging the maximum value from our Patient Growth platform, while minimizing net churn and building customer loyalty through exceptional service.

The head of this team will oversee CSM Managers who each manage a team of 7-9 Customer Success Managers. Customer Retentions Manager also reports to this role.

This role reports to an SVP and would be a member of a CS leadership team consisting of heads of: Onboarding, Customer Support, Customer Content Strategy, Customer Premium Advertising and CS Operations. We are seeking individuals with a strong desire and appreciation for being part of a growing team that:

• Supports one another and works as partners
• Strives to go the extra mile and over-achieve
• Recognizes and rewards strong performers
• Is committed to company and personal growth and development
• Thirst for building a strong foundation for long-term career growth and success

Responsibilities:

• Customer Success:
• Drive team strategy for increasing adoption, ensuring retention, and customer advocacy.
• Work with customers to establish critical goals, key performance indicators and aid the customer in achieving their goals.
• Advocate customer needs and issues cross-departmentally.
• Manage account escalations.
• Ensure team proactively and frequently calls into accounts, delivering excellent customer care.
• Team Management:
• Be a positive mentor / coach and role model to their team members, playing an active role in developing the team’s growth.
• Capable of balancing rolling-up-sleeves to get work done with delegation so that team members have clear roles, responsibilities, and are held accountable.
• Nurture the team to develop a trusted strategic advisor relationship with providers and drive continued value of our products and services.
• Continually train and teach best practices to the team.
• Achievement of company objectives and KPI’s:
• Retention Rate
• Net Promoter Score (NPS)
• # Customer Advocates
• Upselling ARR
• Net Revenue
• Team Customer Satisfaction Ratings
• Collaborate effectively with Product, Engineering, Sales, and other CS teams

Skills and Experience:

• SaaS Industry Experience
• Prior team management experience
• Experience scaling a CSM team through high growth
• 5+ years experience in Customer Success with proven track record increasing customer satisfaction, adoption, and retention
• Outstanding analytical, problem-solving, organization, and prioritization skills
• Strong strategic thinking ability
• Solution oriented, problem-solving mindset
• Experience working in a startup environment
• Experience with SalesForce, Gainsight and/or Pendo
• Proficient in Google Suite (Gmail, Docs, Sheets, Slides)

Nice to haves:

• Health Care Experience
• Sales Experience

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws , including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.