Director of Customer Success, Health Gorilla
$200k
OTE
$160k
BASE
+ Equity
Healthcare API provider
Job no longer available
Healthcare API provider
101-200 employees
Job no longer available
$200k
OTE
$160k
BASE
+ Equity
101-200 employees
Company mission
To build a single national network that can retrieve and house all health data on any patient, ranging from medical records and labs to social determinants of health.
Role
Who you are
- 5+ years of experience in Account Management, Customer Success Management, or Customer Sales with a SaaS company
- 2+ years of management experience in one of the above-mentioned roles
- Ability to communicate effectively, and build a good rapport with your target audience
- You can pivot or change and adjust to meet the needs of the situation or environment
- You are an entrepreneur that crafts plans and capitalizes on market opportunities to increase revenue
- Healthcare experience
What the job involves
- Health Gorilla is looking for an experienced Customer Success Director who will report to the Chief Customer Officer
- We are looking for candidates with experience managing teams of Customer Success Managers and tier 1 support staff
- You will set the overall vision and strategic plan for Customer Success Management, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements
- You are motivated to establish relationships through active engagement and interactions
- You actively take ownership of customer accounts and welcome the responsibility for their success
- Lead a team of Customer Success Managers (CSMs), with 3-5 members in the short term, providing mentorship, coaching, and support
- Oversee a team of Customer Support Specialists, with 3-5 members in the short term, setting strategic direction and providing direct management to the team Manager
- Create an optimized and data-led model of the customer journey, including driving programs and initiatives to improve engagement approaches based on customer segmentation
- Establish and lead a culture of continuous improvement, by evaluate, develop, and improve team controls and processes to increase productivity and drive consistent customer engagement
- Collaborate with the Chief Customer Officer to determine the metrics, health scores, and KPIs relevant to accounts, team members, the team as a whole, and the customer base as a whole
- Reduce churn and drive new business growth through greater advocacy and referenceability
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Conduct regular performance evaluations and 1:1’s for direct reports, provide constructive feedback, and support their professional growth
- Serve directly as the primary contact for some customer accounts, building relationships to foster increased utilization, retention, cross-sells, and upsells
- Work with multiple teams, including implementation and sales, to ensure successful onboarding of customers
- Work closely with sales management to align on strategies, renewal forecasting, coverage plans, and account opportunities and risks
- Draft, present, and implement compensation plans for the CSM team, with the goal of encouraging productivity and performance and rewarding customer-goal and business-goal achievement
Our take
With speed essential for good healthcare, the modern healthcare ecosystem relies on patients, providers, and laboratories being able to share health data quickly. Health Gorilla is a healthcare API provider that aims to streamline the process of pulling patient information from clinical records systems by putting it all in one place.
Health Gorilla has facilitated the exchange of millions of clinical documents for digital health developers. It sits within the growing healthcare informatics market, where it has secured a list of clients that includes Heal, WellVia, and IntellaTriage.
The company has also consistently launched new platform capabilities, such as electronic test ordering which allows healthcare providers to order and retrieve tests for their patients, within their EMR. This is just one example of how its tool suite creates value for providers and ultimately patients.
Freddie
Company Specialist at Welcome to the Jungle
Insights
40% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2022
$50m
SERIES C
Mar 2021
$15m
SERIES B
Total funding: $78.3m
Company benefits
- Bonus program, 401(k) matching, and stock options
- Comprehensive coverage, including health, dental, vision, disability, life, and optional pet insurance
- Flexible vacation policy, so you can take as much time off as you need
- Work from home or come to one of our offices in Mountain View, California, Denver, Colorado, and Miami, Florida – or a hybrid of the two
Company HQ
Coral Gables Section, Coral Gables, FL
Leadership
Steve Yaskin
(Founder & Board Director)Background in Physics. Was a Lead Consultant at Convansys, and CEO of Priority Consulting. Joined Pfizer as Technical Project Lead and founded software company Queplix. Is a member of Forbes's Technology Council.
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