May 19, 2021

Head of Customer Success

  • Incredible Health
  • San Francisco, CA
Full time

Job Description

Do you love building and managing customer success teams that achieve rapidly growing recurring revenue goals? Do you like to roll your sleeves up and execute when needed? Do you get a thrill when you see metrics and charts you've defined with the team go up? Do you love achieving and elevating customer delight whenever possible? Do you want to work with awesomely smart people who are just genuinely cool to be around? Well, this is your lucky day because Incredible Health is hiring a Head of Customer Success like yourself! Usual days include: Lead, support and develop the growing team of Customer Success (CS) Managers. Support the CS Team in developing scalable and effective processes for ongoing management of many complex accounts. Lead the development of the Customer Success function as a key component to digital implementation and customer success. Ensure your team can manage relationships with clients during all phases of the client lifecycle, from implementation kick-off to value creation to renewal and expansion. Create and manage a robust set of KPIs and goals that align with company priorities Communicate with key stakeholders within client organizations to effectively assess and gain an understanding of their needs and internal processes. Continuously refine best practices for implementing the Incredible Health platform while thinking creatively and critically about how Incredible Health products and services can be adapted to meet customer needs. Assist in the development and execution of marketing strategies specific to customer needs, resources, and audiences. Foster an environment, and lay the foundations, for building a trusted/strategic relationship with each assigned client organization and drive the continued value of Incredible Health products and services. Develop, prepare, and nurture customers for advocacy. Work with Incredible Health partners to identify and develop upsell opportunities across the customer base. Provide onsite and virtual training to customers and their stakeholders. Report to CEO Unusual days include: Playing board games until the wee hours of the afternoon Showing your stuff in competitive games of mini golf Traveling to Napa and relaxing in the breeze You might be the one we're looking for if you have: 7+ years of Customer Success or Account Management experience with 3+ years of it in digital health Preference for experience delivering to payer/provider/large employers 5+ years effectively managing direct reports Familiarity working with client organizations of all sizes and stakeholders at all levels Excellent written and verbal communication skills High attention to details and analytics History as strong team player and a self-starter Ability to thrive in a busy environment; ability to adjust priorities on the fly Proficiency in Office software as well as data visualization packages Eager willingness to learn, adapt and perfect your work; you seek out help and put it to good use. And now a little bit about us…. Incredible Health is a fast-growing, venture-backed career marketplace for healthcare workers. Our software and service helps healthcare workers like nurses find and do their best work. We're using technology to give healthcare recruiting a much-needed speed and quality boost while solving the number one problem of our hospital partners - how to get the staff they need. Our vision is to help healthcare workers live better lives. We're backed by top venture firms and we're growing and moving fast. Working here is awesome because: We're moving quickly so things never get stale. We get to make a difference in the lives of healthcare workers who are truly amazing people. We are a very high caliber team of medical doctors, nurses, software engineers, designers, sales leaders, account managers and more. We know there is more to life than just work, so we all take the time to hang out with our family and friends. We pay a real salary, and equity, and we've got you covered when it comes to your health. (medical, vision, dental) Unlimited vacation, so take a break when you need it! We have a great family leave policy, so you can spend time bonding with any new additions to your family.

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