Director of Customer Success, Fertility

You are an experienced Customer Success leader with superior relationship management and team development skills, intent on growing customer accounts and overall net revenue retention to help a tech organization achieve its mission. We’re EngagedMD and we have a patient journey application used by more than 3 million users nationwide and internationally since its launch, and we continue to see enormous growth and adoption from medical clinics across multiple markets. This is an exciting opportunity to join us in our mission to help carers carry on caring. 

You’ll lead a team of Customer Success Managers, serving as a point of escalation and helping them develop and grow professionally. You’ll also be responsible for setting team strategy, motivating your team to execute towards that strategy, creating new processes, and improving existing processes, all with an eye towards scaling the team and achieving team, group, and company revenue goals as we expand into additional markets. You will have the opportunity to closely collaborate with other EngagedMD leaders to ensure an exceptional, integrated experience for all of our clients. 

This fully remote role reports to the Head of Fertility and candidates are required to reside in the United States. This role will require occasional travel, including short trips to conferences and client sites. This role requires legal authorization to work in the United States. EngagedMD is unable to sponsor current H1B visa holders for this role.

What You’ll Do

• Partner with the Head of Fertility to ensure an integrated client experience across multiple lifecycle touchpoints
• Lead the team to execute on strategies to retain existing revenue and drive additional revenue generation by optimizing product utilization and up-selling our existing accounts
• Mentor, develop and coach a team to achieve their professional and team goals 
• Create concrete quarterly objectives for the team and similarly create the strategies and plans required to achieve them
• Build strong relationships with key stakeholders at our client sites, including standalone clinics and our enterprise clients
• Get deep with available data and build capacity for additional data gathering, such that you and your team can make informed, data-driven decisions
• Partner with our product teams to design roadmaps for rolling out new product offerings to our clients, ensuring that clinics and networks continue to get as much value from the EngagedMD platform as possible
• Ensure effective communication between your team and the product team by ensuring your team is openly sharing enhancement requests, bugs, and customer feedback 
• Develop a CS playbook across all customer tiers as you efficiently scale the team to meet company revenue goals

• Manage client outreach for conferences, including booking meetings, prepping CS team members and handling logistics
• Oversee the administration of CS tools used for customer data, upselling, and tracking customer satisfaction and train CSMs on best practices and team processes
• Develop playbooks for customer training and help facilitate customized training based on client need 

What You’ll Bring

• At least 10 years of experience in SaaS Customer Success and at least 7 years of experience leading teams in Customer Success and/or Account Management
• Prior experience working with enterprise healthcare customers, with a demonstrated knowledge of how the industry operates and adopts technology 
• Demonstrated knowledge of the customer lifecycle and experience influencing and improving it overall 
• Experience building teams with a passion for providing mentorship, coaching, and development of the team
• An ability to model EngagedMD’s core values and action principles
• Prior successful experience working remotely with distributed teams  
• A mission-driven orientation to all you do 
• Superior written and verbal communication skills
• Ability to thrive in a small, fast-paced organization and lead with a sense of urgency
• Bachelor’s degree or equivalent career experience 

It’s Also Nice If You…

• Have at least a passing familiarity with the fertility industry
• Have worked with a highly dynamic client base in the past

What We Offer

• Competitive compensation and equity
• Medical, dental, and vision coverage heavily subsidized by the company
• Open Paid Time Off
• Paid family and medical leave
• Generous paid holidays
• 401(k) retirement savings plan 

EngagedMD is an equal opportunity employer. We’re committed to diversity, equity, and inclusion. We believe our company and products are made better by the varied perspectives of our employees, each of whom we seek to empower and support in their individuality. We hire our team members on the basis of merit, qualifications, and the needs of our business in order to best achieve our mission to help carers carry on caring. Pursuant to this commitment, EngagedMD will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact [email protected].

About EngagedMD

At EngagedMD, we embrace a mission-driven culture where committed individuals come together to make a real impact in healthcare. Our core values of integrity, collaboration, impact, recognition and growth inform how we work together. They also make possible our culture of belonging and excellence where our team members can be themselves, grow professionally, do their best work, and be rewarded for it. Join us today in our mission to help carers carry on caring.