About Anagram

Our healthcare system is broken. If you’re like most people, this “brokenness” is more about the nightmare of dealing with insurance, co-pays, and collections than actually receiving care. HMO, PPO, HSA, EPO… honestly, until we built this company, we had no idea what any of these even meant! If you’re like us, you just want to know how much you are covered for, that your insurance is billed correctly, and then pay your doctor for their time.

We believe that healthcare should be simple to use and easy to understand, because going to the doctor is stressful enough. We created Anagram after personal experiences left us feeling completely helpless and frustrated by the difficult process to access the insurance benefits we were entitled to. We didn’t want others to feel that same pain and frustration.

Our mission is to make it easy to pay for and obtain healthcare. We’ve proved out our product, starting with the vision care market. Now with thousands of doctors using our system, we're expanding to the rest of the healthcare ecosystem. Imagine paying for healthcare and using your insurance being as easy as buying a cup of coffee. We're looking for A+ players to help us make this vision a reality.

The Role:

We are looking for a Leader to join our fast-growing Customer Success organization to build and lead our team of Customer Success Managers. The Customer Success team is comprised of onboarding, engagement and eventually renewal specialists. As we continue to expand our customer base, this team is responsible for ensuring our customers continue to see value in our service throughout their journey. You will be responsible for increasing adoption and maturity for our customers as well as creating repeatable solutions for some of our biggest challenges. You are driven, curious, intelligent and deeply passionate about your craft. You will lead and grow a diverse team of talented individuals looking for mentorship and help to grow their careers.

What You'll Do

• Develop, lead, coach, and train a team of high performing Customer Success Managers to help them drive towards individual and team targets
• Deliver high-value customer engagements through playbooks for 1:1 and scaled programs that drive adoption, maturity and growth throughout the customer journey
• Provide the team with guidance on building and maintaining strong customer relationships; serve as a coach in navigating challenging customer situations
• Track and achieve key performance metrics and goals
• Develop and test hypotheses around how to create loyalty through proactive outreach to our customers during the entire customer lifecycle, implementation through the renewals process - and beyond
• Analyze and iterate on our internal processes to make them more simple and more efficient for the team
• Use data to identify and implement initiatives that will drive better outcomes for our customers
• Report to Customer Experience leadership on KPIs - NPS, Churn, Retention, and other health indicators.
• Scale the customer success team by hiring A+ talent

What Will Make You Successful

• 2-3+ years of experience managing a team; a natural leader and passionate coach who inspires his/her team to elevate performance
• Ideally 4+ years of experience in Customer Success, Account Management or another client-facing role
• Comfortable and willing to be a hands-on contributor
• Ability to thrive in a high growth, fast paced environment and adapt quickly to changing demands
• Data-driven decision maker with a strong focus on execution and accountability
• Passionate about healthcare, our customers and helping small business owners thrive
• Fast learner, curious nature, results-driven mentality with a bias for speed and actionAbility to create structure in ambiguous situations and design effective processes
• Proactive problem-solver with the ability to execute at both the strategic and tactical level; able to roll up his/her sleeves to get things done
• Strong operational rigor and effective project management skills; able to drive cross-functional collaboration to achieve results

What we offer

* Medical and Dental coverage

* A generous equity plan

* Unlimited PTO - we trust you get your s**t done

* 401(k) Plan

* Fun, creative and collaborative work environment 

* Trust in you to truly take the ball and run with it. You’ll be the owner of your own fate and success and/or failure will be in your hands

* Ability to work cross-functionally on a day to day basis and accelerate learning

Anagram is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.