Customer Success Manager serving as the bridge between customers and the company. Developing IT strategies and managing client relationships for successful project outcomes in a hybrid work environment.
About the role
- Customer Success Lead managing onboarding and retention for healthcare innovation. Collaborating with leadership to scale operations for healthcare partners.
Responsibilities
- Help lead key aspects of our operations, overseeing workflows and people managing teammates across our Client Success team.
- Own important cross-functional projects that are leadership’s top priority. You’ll be working closely with our CEO and other members of the leadership team to scale our business.
- Manage either the onboarding or retention team, serving as an escalation point for the team you lead; helping unblock clients.
- Act as the main point of contact for high-priority clients, owning their onboarding experience, helping them get set up with our services, and supporting their satisfaction as they scale
- Help build rigorous systems to help us increase productivity and work more effectively to reach the next 10x of scale.
- Proactively remove process roadblocks (as well as the most complex client challenges) that stand in the way of the Client team’s success and momentum.
- Support in the hiring and onboarding of new teammates across Client Success and Ops as we rapidly grow.
- Lead and develop our existing Ops organization by providing mentorship, coaching, and building leaders.
- Inspire the team with the example of your leadership, drive, grit, empathy, and high-velocity execution.
Requirements
- 3-5+ years of experience in customer success or related roles.
- Operational excellence: You have an extremely high volume of what you get done on any given day.
- Ability to wear multiple hats: you’re quick to jump into things, context-switching across different functions dependent on team needs.
- Excellent leadership skills and demonstrated ability to inspire a team.
- Talent magnetism: exceptional people want to work with you.
- Strong attention to detail and track record for getting the details right.
- Self-motivated, resourceful and quick to take initiative in ambiguous situations.
- Interest in working in healthcare and helping healthcare innovation flourish.
- Leadership and drive; you have a hunger for self-improvement and want to be around the most talented teammates who push you toward it. (Kobe said it best.)
- Excited by a fast-paced, startup culture where you’ll navigate ambiguity and solve big problems, with very high autonomy.
- An eye for identifying process improvement opportunities and creative ways to better structure operations.
Benefits
- Highly competitive salary and equity (we want you to share in our growth)
- Compassionate, fun, and mission-driven culture of excellence and innovation. (We help companies bring new life-changing care models into the world.)
- Many growth and advancement opportunities (the company is growing fast, so there are many opportunities to step up).
- Hybrid set-up. **Must be based in either New York or Toronto**.
- Paid Time Off: Vacation days and paid holidays.
- Comprehensive health plans so you feel your best.
- Culture of mentorship, learning, independence, and critical-thinking.
Job title
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