Customer Success Operations Manager, CipherHealth
$125-135k
Plus variable pay and equity
Communication platform for medical patients
Be an early applicant
Communication platform for medical patients
101-200 employees
Be an early applicant
$125-135k
Plus variable pay and equity
101-200 employees
Company mission
To meaningfully connect with your patients to deliver more personal, intelligent and timely care at scale.
Role
Who you are
- 4-6 years of Customer Success Operations Management
- Project Management experience
- Experience reviewing and supporting SaaS contracts
- Highly energized team player
- Experience and comfort in a dynamic, rapidly growing organization
- Proficient in Salesforce
- Preferred proficiency in GainSight, Snowflake, and SQL, with a strong ability to create reports, dashboards, and advanced queries
- Intermediate to advanced competence with Microsoft Excel
- Excellent verbal and written skills
- Bachelor’s degree or equivalent work experience
- Customer-focused and passionate about outcomes
- Proven track record of working collaboratively, being agile, and resourceful
- Prior Customer Success experience
- Track record of successfully building and implementing CS training programs
- Ability to cultivate positive cross-functional working relationships
- Ability to write complex queries in SQL
- Excellent communication skills, including writing, proof-reading skills and speaking
- Strong interpersonal skills, including, but not limited to demonstrating patience, flexibility, consideration, diplomacy, tact, confidence
- Process orientated and workflow optimization minded
- Ability to prioritize, schedule and organize work using proven project management practices and principles
What the job involves
- CipherHealth is looking for a Customer Success Operations Manager with 4-6 years of experience in a high growth and fast-paced SaaS environment
- You will own the development, implementation, change management, and ongoing scaling efforts of the CS organization, including the alignment of work across the Customer Success sub-teams of professional services, support, analytics, and customer success managers
- Key areas of responsibility will include operational ownership of renewals, cross-team alignment of processes, playbook development, measurement and management of customer satisfaction initiatives, and the development of training and enablement functions
- Define systems and processes that drive productivity, efficiency and visibility across the entire Customer Success organization. This includes the support of both strategic planning, tactical execution, and data analysis
- Execute optimization and scaling initiatives to support and enhance the customer experience including monitoring and analyzing key data points that drive decision making
- Provide project leadership to implement new software solutions, train the team on new technologies, and drive adoption of solutions
- Work cross functionally with the Senior and Executive leadership teams to manage and evolve the customer success processes
- Renewal records management and oversight of the retention forecast
- Develop and execute renewal strategies
- Support the continued evolution of playbooks across customer segments
- Ability to own, manage, and execute renewals including cross-functional work with Sales, Implementation, Customer Success, and Finance teams
- Collaborate with Customer Success Managers on account planning and aligning executive business reviews (EBRs) to the customer journey with new opportunities to grow the relationship
- Support Customer Success team in identifying, managing, and mitigating account risk in support of renewing accounts
- Drive adoption of Salesforce.com and Gainsight platforms, including reporting and dashboards for key business measures and performance
- Customer Satisfaction measurement and service recovery efforts
- Support development and execution of training & enablement for Customer Success in partnership with Growth Enablement Team
- Drive data projects such as the connectivity of Salesforce, Gainsight, and Snowflake, as well as developing the appropriate dashboards to enhance performance visibility and decision making
Our take
Healthcare shouldn’t be hard. CipherHealth’s aim is to ensure it isn’t, providing a multipurpose platform that connects patients, providers and caregivers in a simplified and personal way.
What impresses about CipherHealth is the level of personalization in their automated services. The platform can be used for organising patient meetings and acquiring and storing procedure screening data. But as well as this, appointments and reminders are sent to patients via CipherHealth’s chatbot, which can text in a range of languages with capacity for scripts individualized for each patient rather than standardized messages.
With over 500 hospitals using the software in 46 states, it's a significant portion of the market CipherHealth have cornered. And its prominence doesn’t seem set to falter any time soon.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 4 rounds)
Jun 2022
$55.5m
SERIES C
May 2021
$38m
SERIES B
Total funding: $113.5m
Company benefits
- Generous company-funding of our health, vision, and dental plans (most individual plans are of no cost to you for the monthly premium)
- HSA/FSA plans
- Short and Long-Term Disability
- Life and Personal Accident Insurance
- $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
- Weekly virtual yoga classes
- Employee Assistance Program (EAP)
- Adoption Assistance
- Retirement: 401(k) at three months of employment — with a match upon enrollment!
- Discretionary PTO + 13 paid holidays
- Parenthood: Competitive paid parental leave and flexible return to work policy
- Generous Employee Referral Program - earn cash for each employee referral that is hired
- Yearly Cipher-versary stipend
- Ci-Phives - receive public kudos and gift cards from peers and managers
- CARE2 Values
- Bi-Weekly All Hands Meetings
- $30/employee monthly “Fundowment” for team bonding events
- Employee Resource Groups such as Rainbow Room and BIPOC Group
- Yearly donations to organizations that contribute to a more equitable world
- Weekly Lunch & Learns and robust onboarding / training programs
- Remote-first team: $50 per month reimbursement in your check for WFH expenses
- You’ll receive a new Macbook laptop, other hardware, and company swag upon hire
Company values
- Agile: We pay attention to industry trends and listen to the market to identify and go after opportunities while exhibiting good discipline
- Resourceful: We seek to address opportunities and solve problems creatively with all of the resources we have at our disposal
- Engaged & Empowered: We commit to always be present, communicate freely and listen openly to one another, be accountable and take responsible action when the situation requires it
- Collaborative: We believe in deep collaboration and exchange of ideas across our teams and our partners to innovate and stay ahead of the curve
Company HQ
Midtown South, New York, NY
Articles
Leadership
Randy Cheung
(Executive Chairman)Prior to CipherHealth, they worked as a Consultant at Empath Consulting and as a Senior Sales Rep at Abbot Laboratories. They also worked in Business Development at Lifewood and MDLand.
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