Sr. Director, Customer Success

At Kalderos, we are building unifying technologies that bring transparency, trust, and equity to the entire healthcare community with a focus on pharmaceutical pricing.  Our success is measured when we can empower all of healthcare to focus more on improving the health of people. 

That success is driven by Kalderos’ greatest asset, our people. Our team thrives on the problems that we solve, is driven to innovate, and thrives on the feedback of their peers. Our team is passionate about what they do and we are looking for people to join our company and our mission.

That’s where you come in! We’re looking for a Senior Director of Customer Success to join our growing team at Kalderos. The Kalderos customer success team is charged with ensuring the long-term success of all the stakeholders we engage with on this platform. We here at Kalderos build solutions that address some of the most complicated systems and we stand by our products and our customers as we solve for the challenges that exist in the system.

The future opportunities for Kalderos are endless and we are looking for a leader who can help ensure the success of our products, our customers, and the healthcare system to realize transparency and restore trust among all stakeholders. 

By building a smart infrastructure that ensures the right price or discount can be applied to the right transaction, we have a once-in-a-lifetime opportunity to do something that benefits patients (and is financially rewarding for the team members who help make it happen.) 

As our Senior Director of Customer Success, you will manage and provide a clear direction for the Customer Success strategy and teams at Kalderos.

• Lead and manage a growing team of 6+ Customer Success Managers
• Drive Customer Success Outcomes
• Increase stickiness with customers through collaborative engagements
• Increase customer satisfaction
• Deliver real business value to customers by analysis of our performance data and turning that analysis into action for customers
• Build a customer-centric team focused on being strategic partners and shared success with all of Kalderos’ customers
• Define and Optimize Customer Lifecycle working collaboratively with Sales leadership
• Map customer journey
• Develop listening points in journey (e.g., usage, satisfaction, etc.)
• Standardize touchpoints 
• Empower teams to provide best-in-class collaboration for each customer at distinct points along the journey
• Define the segmentation of the customer base and varying strategies
• Identify opportunities for continuous improvement
• Learn from best practices in the industry
• Manage Customer Success Activities including customer onboarding, training, professional services, etc.
• Measure the Effectiveness of Customer Success
• Define operational metrics for team and establish a system for tracking metrics
• Create cadence for review within team and with executive management
• Recruit talented and experienced team members
• Create rapid onboarding process for new team members
• Foster collaboration within the team and across the customer lifecycle
• Encourage continuous learning within the team
• Create a company-wide culture of Customer Success
• Collaborate with Marketing, Product, Sales, Finance, Engineering
• Collaborate with Executive Team around key objectives, initiatives, and metrics

• 10+ year's experience in leading customer-facing organizations
• Track record of delivering value to customers
• Strong understanding of the healthcare ecosystem and preferably some experience with 340B
• Ability to manage influence through persuasion, negotiation, and consensus-building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills

Expected Salary Range: $175,000 - $210,000 base + bonus

This is a hybrid position based either in Chicago, IL or Boston, MA. This role will require up to 30% travel.

• Medical, Dental, and Vision benefits
• 401k with company match
• Flexible PTO with a 10 day minimum
• Opportunity for growth
• Mobile & Wifi Reimbursement
• Commuter Reimbursement
• Donation matching for charitable contributions
• Travel reimbursement for healthcare services not available near your home
• New employee home office setup reimbursement

• We thrive on collaboration, because we believe that we can only put our best work into the world when we work together to solve problems.
• We empower each other and believe in ensuring all voices are heard.
• We know the importance of feedback in individual and organizational growth and development, which is why we've embedded it into our practice and culture. 
• We’re curious and go deep. Our slack channels are filled throughout the day with insightful articles, discussions around our industry, healthcare, and anything else that interests our team!

To learn more: https://www.kalderos.com/company/culture

We know that job postings can be intimidating, and research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. We encourage you to apply if you think you may be a fit and give us both a chance to find out!

Kalderos is proud to be an equal opportunity workplace.  We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

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