Head of Customer Success, DearDoc
AI-powered growth platform for doctors
Open for applications
AI-powered growth platform for doctors
101-200 employees
Open for applications
101-200 employees
Company mission
To make communication for patients and doctors more accessible, no matter where the patient journey begins.
Role
Who you are
- Minimum of 8 years of professional experience, with at least 4 years in a senior Customer Success or Sales leadership role within a SaaS or technology-driven environment
- Aggressive drive to move quickly and effectively, while remaining approachable and results-oriented
- Strong follow-through on commitments, with a proactive mindset for anticipating challenges
- Proven ability to source and develop top talent, coaching team members for current and future roles
- Flexibility to adapt quickly in a dynamic startup environment, maintaining a high standard of performance
- Excellent strategic thinking skills, with the ability to make quick, informed decisions that support team objectives
- Demonstrated enthusiasm, strong work ethic, and efficiency in achieving significant output with minimal wasted effort
- Outstanding leadership and influence, inspiring team members to exceed goals and uphold high standards
What the job involves
- Join DearDoc's leadership team as the Head of Customer Success, driving customer retention, revenue growth, and a customer-first culture
- Lead a high-performing team, implement strategic initiatives, and collaborate across departments to deliver measurable results in a fast-paced, innovative environment
- Drive customer success outcomes by increasing our 13-month logo retention rate by 35% over three years and doubling expansion revenue in the same period
- Implement and enhance a customer engagement framework to identify at-risk accounts early and apply personalized strategies to reinforce value
- Collaborate with sales and product teams to create targeted upsell opportunities that align with customer goals
- Execute and scale proactive customer success programs, including onboarding, education, and engagement initiatives, to drive retention and expansion
- Use data-driven insights to anticipate customer needs and deliver proactive support
- Recruit, mentor, and retain a high-performing CS team focused on customer results and measurable impact
- Champion a customer-first culture across departments to ensure every customer interaction reflects our commitment to their success
- Own department metrics such as Customer Retention, Revenue Expansion, Customer Time to Results, and Customer Results Achievement, with regular monitoring and improvement
Our take
Recent stats suggest that wholly physician-owned practices are beginning to fall out of favor in the US. The economic pressure of recent years has made them precarious, and potentially unprofitable. This means that physicians who are staying in the private practice course are in more urgent need than ever of business-boosting toolsets.
DearDoc offers precisely this: a suite of marketing and tech tools to help doctors manage and grow their practices. These cover all aspects from web management, to social media marketing, to even an AI chatbot. The aim is to convert site visitors to customers by mimicking the tricks enterprise companies use to grow business - and DearDoc’s tools are fairly comprehensive in this regard.
DearDoc has demonstrated a savvy ability to keep up with market demand for different features, too. Just prior to the pandemic lockdown, the team expedited the launch of high-demand telemedicine tools, giving the company a shot in the arm and helping to swell its customer base to over 2,500 practices. This kind of adaptability will prove crucial as marketing and web-based technologies develop fast in other sectors.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Gym Memberships
- Regular team events - remote and in-person
- Remote Options
- Great Medical, Vision, and Dental insurance packages
- Unlimited paid time off
- 401K match
- Citibike membership
Company values
- Enjoy the Journey
- Make Sh!t Happen
- Stay Humble and Hungry
- Work Together, Win Together
- Think Differently
- Be Customer Obsessed
Company HQ
Financial District, New York, NY
Articles
Leadership
Joe Brown
(CEO)Previously worked in Sales at SinglePlatform, moving on to a Director of Sales role at healthcare-focused communications platform Simplifeye. Alongside DearDoc, they are also the founder and CEO of content company Creator of Circumstance.
Salary benchmarks
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