Customer Success Director, Pomelo Care

• 7-10 years of experience in consulting, customer success, or project management, with preferably 5+ years of health tech or healthcare experience and 2+ years managing a team
• Strong project management and creative problem solving experience, with a proactive, solution-oriented, and customer-focused mindset
• Proven experience leading projects and competing priorities across a range of external stakeholders and cross-functional internal teams
• Exceptional written and verbal communication skills
• Self-motivated and eager to thrive in a fast-paced metric-driven environment, with a track record of meeting or exceeding customer satisfaction, retention, and expansion goals
• Willingness and interest in using data and research to learn new content areas
• At Pomelo, we are committed to hiring the best team to improve outcomes for all mothers and babies, regardless of their background. We need diverse perspectives to reflect the diversity of problems we face and the population we serve. We look to hire people from a variety of backgrounds, including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status

Desirable

• Your North Star: build irreplaceable relationships with Pomelo’s health plan and employer customers, maximizing our opportunities to serve patients
• Serve as the primary point of contact and trusted advisor for Pomelo’s customers, developing strong relationships and a deep understanding of their business and member needs
• Proactively engage with customers to ensure seamless implementations and deliver an ongoing best-in-class customer experience
• Advocate for strategic customer needs and feedback internally, and work cross-functionally with other teams to achieve outcomes and results for customers and Pomelo
• Develop and deliver regular business reviews with customers to identify areas for improvement, demonstrate Pomelo’s impact for patients and plans/employers, and drive customer retention
• Identify and mitigate risks, escalating critical customer issues to appropriate stakeholders and driving prompt resolution
• Collaborate closely with Pomelo partnership, marketing, and operations teams on strategic customer opportunities, including presentations, major enrollment campaigns, or other initiatives critical to Pomelo’s customer success
• Manage a Customer Success Manager, and develop a team strategic to drive forward progress for customers