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VP Customer Success


This is a Full-time position in Chicago, IL posted June 11, 2021.

We ‘re looking for an experienced customer success leader to scale this team while growing our relationships and footprint with our existing clients.

Ideally, the candidate will have experience working with both self-insured employers, large health plans, and beyond managing the day-to-day needs of a client base, will have deep experience scaling and leading a team focused on the upsell and expansion of accounts.

The Head o Customer Success must be able to expertly navigate rapid change, approach problems with creativity and curiosity and be able to partner seamlessly with internal and external stakeholders to drive critical initiatives forward.

Company is at an exciting stage of its growth journey and this candidate will play a critical role in shaping the customer success team and expanding our access to patients across the US.

Scale the team to meet growing business needs, 3-4x the current rate of enterprise customers as well as health plan clients Successfully grow our book of business among existing customers Provide top level service to our rapidly growing customer base, sharing the transformative impact of our treatment on their population in order to excite and delight Develop and deepen relationships with key stakeholders within our largest employer and health plan clients Partner with customers on program goals and KPIs and sharing Company ROI Drive and scale a seamless customer onboarding process as we grow through seamless implementations and onboarding processes Manage and mentor a high performing team of customer success & implementation managers Collaborate with sales counterparts on accelerating account expansions and renewals.

Identify renewal risks and implement remediation plans Partner with our patient marketing team to drive adoption and awareness within new & existing customers Act as a customer advocate internally across our Operations and Product teams to continue to refine the customer and patient experience including customer launches, patient onboarding and enrollment, billing etc.

Define, grow and manage customer success team, processes, and infrastructure
90 Day Plan Within your first 90 days at Company, we expect you will do the following:
Build relationships with our key customers Build relationships internally with key cross functional counterparts in commercial, product, ops and clinical organizations Develop/refine account expansion and renewal plans Manage new customer launches/implementations
10+ years experience in customer service, specifically with healthcare and ideally focused on both large employers and health plans In depth knowledge of the healthcare ecosystem & industry trends Experience scaling a customer service organization & managing/mentoring growing teams Ability/flexibility to work cross-functionally in a fast-growing company where fast-paced change is the norm Track record of implementing strategies to drive revenue growth through expansion and account retention Strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams Excellent communication and project management skills to align internal and external stakeholders and drive key initiatives forward