Director of Customer Success Strategy & Enablement, Hazel Health
$155-185k
Plus annual performance bonus eligibility, stock options
More information about location
Remote physical and mental healthcare for K-12 students
Be an early applicant
Remote physical and mental healthcare for K-12 students
201-500 employees
Be an early applicant
$155-185k
Plus annual performance bonus eligibility, stock options
More information about location
201-500 employees
Company mission
To transform children's access to health care.
Role
Who you are
- Strategic Planning: you are an expert strategist, defining a vision and clear goals for the future of the post-sales team aligned to Hazel’s growth plans, revenue drivers and departmental priorities and holding stakeholders accountable to shared outcomes
- Best practices and standardization: you develop and disseminate best practices, standardized methodologies, and repeatable processes to help ensure consistency and quality
- Continuous improvement: you emphasize a culture of learning and iterative enhancement, regularly measuring outcomes and refining the approach to thoughtfully innovate
- Data-driven decision making: you leverage robust analytics and performance metrics to guide decisions, ensuring initiatives are not only innovative, but also effective and accountable
- Collaboration and knowledge sharing: you break down silos, fostering cross-functional collaboration and open communication
- Innovation and agility: you encourage experimentation and agile responses to market changes; you are proactive in identifying new opportunities and quickly adapting to evolving needs
- Customer-centricity: you ensure all initiatives hold the customer at the center to enhance their experience and increase satisfaction
- Cost efficiency and scalability: you prioritize efficient resource allocation and maintain rigorous cost controls while designing processes and initiatives that are scalable, and expand impact without compromising financial discipline or operational efficiency
- You have 10+ years of experience (or 8+ years of experience with an MBA or related advanced degree) in a similar role at a fast-paced start-up or high-growth organization
- Prior experience in an operational and customer service or account management capacity at a high-growth company required
- Prior experience in a strategy or management consulting capacity preferred
- Prior ed-tech or educational sales a plus
What the job involves
- The Director of Customer Success Strategy and Enablement will drive and execute the strategic objectives of Hazel’s account management and customer success function
- This role will be responsible for leading the processes, systems and structures needed to activate and engage customers in our target markets, measure success against those efforts and leverage insights to make meaningful improvements
- Evaluate and iterate on the post-sales and customer success team’s model to identify clear responsibilities and goals
- Define and execute on internal processes to track performance against key objectives and success metrics and company revenue targets, in collaboration with Market Leaders
- Support Market Leaders with facilitation of performance management, monitoring, and review process, including working with support functions like Finance and Analytics
- Create effective cross-functional operating models to drive improved customer service and retention
- Collaborate with Sales, Implementation, Care Delivery, Product, and Marketing to align roles, responsibilities, priorities, and centralized action plans for how we drive continued improvement in our service delivery
- Create forums, communication channels, and standardized processes needed to manage and remediate account-specific issues and insights with key cross-functional partners
- Ensure cross-functional priorities are clear and directed against agreed upon SLAs
- Create more robust customer engagement strategies, priorities and tactics
- In partnership with Marketing and thepost-sales team, drive thoughtful and efficient activation and engagement strategies that represents the voice of the Hazel customer
- Arm the customer success and account management teams with the playbooks, tactics, and centralized materials to deliver on our engagement targets
- Leverage usage of current tools and systems to track customer performance, activity and retention, ensuring it’s used appropriately across the team
- People Management and Team Leadership
- Manage and coach a post-sales enablement team member
Our take
Hazel Health aims to improve access to healthcare services for students, by making it possible for them to locate practitioners rapidly. The company has also assembled an array of experience in a variety of pediatric fields. As a result of this, Hazel Health has become the largest telehealth provider for K-12 schools, currently operating across over 14 states.
This is massively important at a time when the global telehealth market is projected to reach $560B by 2027. Hazel Health is well-placed to grow, having established a fertile demographic that makes it stand out from such rivals as Xiaowei Technology, Mikitsune, Hoop and Habyts.
Currently, Hazel Health provides healthcare access to over 1.5M children across the US, with the goal of providing for 78M students. While its an ambitious goal, the company is making exciting progress by focusing on strategic partnerships to drive its expansion and meet its goal.
Steph
Company Specialist at Welcome to the Jungle
Insights
113% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2024
$1.5m
LATE VC
Oct 2022
$51.5m
SERIES C
Total funding: $86.5m
Company benefits
- Healcare coverage: Medial, dental, an vision plans (100% covered options)
- Financial wellness: 401(k) match of up ot 4% to build retirement savings
- Paid parental leave: Paid leave for new parents and a supprotive return-to-work plan
- Continuing education & development: malpractice insurance and CEU/CME coverage for part-time and full-time clinicians
- Wellness benefits: Access to subscriptions such as Headspace, Gympass and SPot
- Work-life alignment; Valuable time outside of work is essential to our team members' health and wellbeing
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Nick Woods
(Co-Founder & CTO)Previously an iOS Engineer and Senior Software Engineer/Architect at Apple. They also spent time at SEVEN Networks, Pivia, Actuate, Silicon Graphics, and Media Architects as a Software Engineer.
Josh Golomb
(Co-Founder & CEO)Former Consultant at Bain & Company, President at DaVita Rx, and CEO at Paladina Health.
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