Senior Customer Success Manager, Firefly Health
Office located in Watertown, MA
Virtual primary care platform
Job no longer available
Virtual primary care platform
101-200 employees
Job no longer available
Office located in Watertown, MA
101-200 employees
Company mission
To deliver higher quality, more empathy-driven, and better value healthcare.
Role
Who you are
- A friendly, calm, dynamic person who gets energy seeing your clients succeed
- Outrageously responsive and timeline in your follow up
- A strategic thinker who understands how the details impact the big picture
- Able to build relationships with executives and front-line workers alike
- Unafraid to take on big challenges and get your hands dirty
- Willing to speak up for clients and our company when the situation requires it
- Able to manage multiple issues at one time
- An influential leader who helps shepard change within the organization
- Unafraid to build new processes and live in a state of development
- Independent and autonomous, able to work on projects without micro-management
- Structured thinker with flexible mindset, able to keep everyone on track while navigating changes with ease
Desirable
- You have demonstrated success managing employer or carrier client relationships from a vendor perspective
- You possess 8+ years or client success/account management experience
- You are a healthcare subject matter expertise, ideally in a health plan or digital health solutions sold to employers
- You have fantastic communication skills
- You have the ability to lead successful meetings
- You possess strong executive presence and professional demeanor
What the job involves
- The Senior Manager, Customer Success will join our Customer Success team to ensure long-term, high-value partnerships with our employer and health insurance plan clients
- As the key relationship owner, you will partner with product, sales, implementation, and more to bring the Firefly value proposition to life for our clients every day
- This critical role will manage the daily needs of the client, monitor and manage success metrics, and build strategic relationships required to grow the client account
- Be the face of Firefly for our employer customers: their success is your success
- Be responsible for ensuring the customer achieves the business objectives (ROI) they set out to achieve in selecting Firefly
- Oversee Firefly programs holistically, using business intelligence to proactively monitor and measure success metrics. You identify issues impacting program success and lead the organization to resolution
- Spearhead future growth of Firefly via increased membership and expansion of Firefly products
- Understand a customer’s business as well as they do so you can serve as a trusted partner to them
- Be the voice of the customer inside Firefly. You identify opportunities for Firefly to better enable customer success and work within the organization to help Firefly unlock more value for customers
- Own the daily tactical work to schedule customer meetings, set agendas, create/partner on content, execute follow ups, and more
- Partner with our implementation manager to ensure a successful launch and smooth handoff after launch
Our take
Getting good healthcare can be tricky, especially when you live far from a clinic or can't take time off work for doctor visits. While virtual care has helped, it often doesn't cover everything and when its isn't connected to in-person care, it can lead to confusion and less effective treatments.
Firefly Health is changing that with its healthcare company that puts virtual care at the center while also connecting patients to in-person services when needed. Through its growing network, Firefly Nearby, patients can get at-home testing, nurse visits, EKGs, and more, making its simpler than ever to have high-quality care, easily.
And it seems to be working, with the company having partnered with top providers like Getlabs, Ash Wellness, and Sprinter Health, helping it reach over 80% of the US population with care withing 15 miles of home. It's also tripled its membership in a year and earned glowing patient reviews, showing it really is setting the standard for virtual care across the country.
Freddie
Company Specialist at Welcome to the Jungle
Insights
47% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2021
$40m
SERIES B
Sep 2019
$10.2m
SERIES A
Total funding: $56.6m
Company benefits
- Medical, vision, and dental
- Life and disability insurance
- Remote work flexibility
- Paid holidays and unlimited PTO
Company HQ
Watertown, MA
Leadership
Fay Rotenberg
(CEO)Fay joined Firefly Health in 2019 as the President and became CEO in 2020.
Salary benchmarks
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