Vice President of Customer Success, Wisedocs
+ Stock options
More information about location
AI processing for medical documents
Be an early applicant
AI processing for medical documents
21-100 employees
Be an early applicant
+ Stock options
More information about location
21-100 employees
Company mission
To erase the headache of manual work to create a more positive experience for insurance companies, legal firms, healthcare providers, and their claimants.
Role
Who you are
- The ideal candidate has a deep understanding of supporting Enterprise Customers
- You have strong industry expertise and understand the role of medical records in the claims lifecycle and are excited by the opportunity to make an impact in this critical role
- 10+ years of experience in customer-facing roles, with at least 5 years in leadership positions within Customer Success
- Experience in Large Enterprise B2B SaaS is required. You have lead a team that have overseen and grown significant revenue. Ideally, you have experience in Insurance or Legal Tech
- A proven track record of building and scaling customer success teams, and demonstrably improving key metrics like retention, expansion, and customer satisfaction
- Deep understanding of the SaaS business model, recurring revenue streams, and customer lifecycle management
- Exceptional ability to lead, inspire, and mentor high-performing teams
- Strong analytical skills with the ability to interpret customer data, identify trends, and extract actionable insights
- Passion for Customer Success: A genuine desire to help customers succeed and a deep understanding of their needs
- The ability to thrive in a fast-paced, dynamic environment. We are a startup, we expect you to operate as a builder and lean into the opportunities that come with this
- Excellent communication skills to connect with all layers within the organization including Executive Leadership Team and the Board of Investors
- Extreme ownership: you find a problem; you bring the solution to the finish line. A proactive approach to identifying and solving customer challenges, with a willingness to experiment and implement new ideas
What the job involves
- We are searching for our first Vice President of Customer Success to join our Executive Leadership Team. This is a high impact role, and plays a critical role in ensuring customer satisfaction, retention, and expansion
- This position involves overseeing the continued growth of our Customer Success team
- This team is responsible for the implementation, success, growth, and support of our customers
- You will be a key driver of sustainable revenue and long-term success by effectively managing the customer journey, leading a high-performance team, and collaborating across departments
- You will lead, mentor, and coach our fearlessly capable and passionate team
- Beyond this, you will work cross functionally with our GTM, Operations, Product, and Leadership teams to ensure we are continuously delivering against customer and business requirements
- 1. Develop and Execute Customer Success Strategy
- Define the Customer Journey: Map out the ideal customer journey from onboarding to renewal and beyond, identifying key touchpoints and milestones
- Set Objectives and KPIs: Establish clear goals for the customer success organization and define key performance indicators (KPIs) to track progress towards these goals
- Build a Scalable Framework: Create processes and systems that can support rapid growth, ensuring consistent and efficient customer support
- 2. Lead and Manage the Customer Success Team
- Hire and Train: Recruit, onboard, and train a high-performing team of customer success managers (CSMs), Support Specialists and the Implementation team
- Set Performance Standards: Establish clear expectations and performance metrics for your team providing regular feedback and coaching
- 3. Drive Customer Retention and Expansion
- Reduce Churn: Proactively identify and address at-risk customers, implementing strategies to improve retention rates
- Increase Product Adoption: Encourage customers to fully utilize the product's features and functionalities, driving greater value realization
- Promote Upselling and Cross-selling: Identify opportunities to expand customer accounts by offering relevant upgrades and additional services
- 4. Collaborate with Other Departments
- Sales and Marketing: Work closely with sales and marketing teams to ensure a smooth transition from lead to customer and to align on customer segmentation and targeting
- Executive Leadership: Represent the Customer Success organization at all ELT, SLT and Board level meetings
- Product Development: Provide feedback from customers to the product team, influencing product roadmap and improvements
- Finance: Collaborate on pricing strategies and customer lifetime value calculations
- 5. Ownership over Customer Success Stack and Data
- Tool Management: Implement tools and technologies to track customer health, automate tasks, and gain insights into customer behavior
- Analyze Data: Monitor key metrics and analyze customer data to identify trends, predict churn, and measure the effectiveness of customer success initiatives
- 6. Champion Customer Advocacy
- Be the Voice of the Customer: Advocate for customer needs and priorities within the company, ensuring a customer-centric approach
- Build a community: Foster a sense of community among customers, providing opportunities for them to connect and share best practices
Our take
Wisedocs was born out of frustration with one of the healthcare administration's most cumbersome tasks: medical record management. Its automated processing software tackles this head-on, aiming to contribute to better overall healthcare by freeing up valuable manpower and time currently spent on paperwork.
Wisedocs has successfully developed an AI-powered solution that demonstrably outperforms traditional methods of handling unstructured medical documents. Hence, the company streamlines the process of clinician notes, medical briefs, records, assessments, and discharge summaries.
Backed by prominent investors, Wisedocs successfully launched in the US in 2022, followed by the opening of a new American headquarters to support its growing US customer base. This was followed by further funding in 2024. It believes its product can significantly reshape the American healthcare and insurance landscape, where streamlining paperwork and unlocking critical data are major concerns.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 6 rounds)
Aug 2024
$3.2m
EARLY VC
Jan 2024
$8.9m
SERIES A
Total funding: $18.7m
Company benefits
- Healthcare: 100% company paid healthcare benefits. Benefits across health, dental, vision, and extended services plus sick days
- Vacation: Generous paid time off for all employees to ensure you can step back and avoid burnout and stress
- Remote-First: A flexible remote-first work environment with a large office space in the heart of downtown Toronto to use as you see fit
- Stock Options: We offer you stock options so your investment in your career will pay off
- Referral Bonus: We reward those who refer great team members our way. Get a referral bonus for successful onboarding
- Events: Gather regularly for fun activities as a team completely sponsored by Wisedocs
Company HQ
Downtown Toronto, Toronto, ON
Articles
Leadership
Connor Atchison
(CEO)Previously served in the Canadian Armed Forces Infantry before moving into Healthcare Administration within the Armed Forces.
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