Customer Project and Success Manager, Founda
Salary not provided
Hubspot
Mid and Senior level
Amsterdam
eHealth solutions for healthcare providers
Open for applications
eHealth solutions for healthcare providers
21-100 employees
HealthcareB2BPersonal healthInternal toolsAPI
Open for applications
Salary not provided
Hubspot
Mid and Senior level
Amsterdam
21-100 employees
HealthcareB2BPersonal healthInternal toolsAPI
Company mission
To build the global infrastructure that empowers innovators to shape tomorrow's healthcare system.
Role
Who you are
- Has a degree in Business Management, Digital Transformation, Information Technology, Healthcare Management, Project Management or a related field
- At least 3-5 years of experience in customer success, customer onboarding or project management roles within B2B, enterprise SaaS. Experience with healthcare software projects will be an advantage
- Proven track record in managing software implementation, integration or digital transformation projects with multiple software integration, various stakeholders, in complex, regulated environment. Experience in healthcare domain will be an advantage
- Successfully delivered projects across Europe and/or Middle East and other countries
- Familiarity with complex system integrations, data management solutions, and third-party software integrations, preferably in sectors like healthcare, finance, or other data-driven industries. Knowledge of APIs, data interoperability standards (e.g., HL7, FHIR), and healthcare integration frameworks is a plus
- Familiarity with regulated environments like healthcare, including understanding of compliance requirements (e.g., GDPR, HIPAA)
- Strong understanding of various project management methodologies (Agile, PMP, Lean Six Sigma)
- Experience with HubSpot, project management tools, and productivity tools to manage customer success activities and track project progress
- Self-starter with the ability to take ownership of initiatives, drive them independently, and execute with a high level of integrity
- Empathy and customer-centric thinking
- Ability to set clear priorities and communicate them effectively
- Ability to simplify complex processes with positive solution-oriented mindset
- Excellent in navigating cross-functional collaboration, fostering alignment between departments
- Openness to feedback and alternative opinions and ideas
- Easy going personality, high tolerance to cultural differences
- Fluent in both English and German
- Commercial mindset with an ability to identify opportunities for growth and expansion within client portfolios
- Resilience and adaptability in a fast-paced, evolving environment
- Comfortable working with multiple remote teams across time zones
What the job involves
- As a Customer Projects and Success Manager at Founda Health, you will not only be the cornerstone of customer engagement and satisfaction but also play a pivotal role in shaping our Customer Success department
- You will manage end-to-end project lifecycles for healthcare IT solutions, guiding customers from onboarding through to full product adoption and ongoing value delivery
- You will own the customer journey from onboarding and software implementation to continuous value delivery and product adoption, influence how we engage with customers, align cross-functional teams, and deliver seamless project execution
- Your role involves coordinating with internal and external stakeholders to ensure seamless project execution, while identifying growth opportunities to drive expansion and success
- Lead the customer onboarding process and delivery of healthcare IT projects, managing the full project lifecycle for solutions like the Founda Product Suite, patient portals, and third-party integrations (e.g., Master Patient Index, Clinical Data Repository, appointment booking systems)
- Develop and maintain project plans, timelines, resource allocation, risks, issues, and deliverables, align with customer goals and internal capabilities
- Utilize Agile and other project management methodologies to ensure projects are delivered efficiently and on schedule
- Oversee and prioritize project workflows to balance competing deadlines, customer needs, and internal capacity
- Serve as the primary point of contact for customers, ensuring smooth post-sales engagement and alignment on goals
- Guide customers from onboarding to product adoption, focusing on achieving measurable outcomes and building long-term value
- Conduct regular success reviews, monitor customer health metrics (e.g., NPS, satisfaction scores), and proactively mitigate risks to ensure retention
- Develop strategies to maximize customer engagement, adoption, and ROI from the product suite
- Partner with Sales to identify and support expansion opportunities within existing accounts
- Gather, analyze, and document customer feedback to identify recurring challenges, unmet needs, and opportunities for product enhancement
- Collaborate with Product and Engineering teams to translate customer insights into actionable improvements for product roadmaps
- Develop policies, playbooks, and best practices to optimize Customer Success operations, ensuring scalability and efficiency
- Share insights across departments to align organizational efforts with customer-centric priorities
- Act as the bridge between customers and internal teams, ensuring seamless communication and collaboration across functions (Product, Engineering, Support, Sales, and Marketing)
- Align with Sales on customer goals, expectations, and opportunities to ensure a consistent customer journey from pipeline to post-sales
- Partner with Marketing to incorporate customer stories and insights into campaigns, positioning, and educational resources
- A Day in the Life:
- Work on operational initiatives to build and refine the Customer Success function, enhancing its value across the organization
- It’s Thursday, and you’re managing a portfolio of healthcare clients in Middle East. You start your day with a mid Sprint check-in, aligning on the progress of the implementation team using Scrumban methodologies. You review key tasks and deliverables, ensuring everything is on track, picking up issues to support your team progress
- Mid-morning, you lead an alignment session with the customer and third-party vendors involved in the project, addressing any potential roadblocks. Afterward, you check sales pipeline for new opportunities where your team support might be needed, you update project statuses in CSM system to prepare for the next sprint, ensuring transparency for all stakeholders
- Steer cross-functional project teams, including internal resources, freelancers, and third-party vendors, ensuring alignment with project goals and efficient execution
- Later in the day, you might join an alignment session with the product and sales teams to discuss the product roadmap and provide input based on current customer feedback and market specifics
- Collaborate with the cross-functional teams to meet project milestones and delivers a positive customer experience
- As the day winds down, you review the week’s achievements, sync with your internal Leads, and plan the next steps for driving customer adoption and satisfaction
Our take
The healthcare industry has been slow to embrace digital transformation, but Founda is changing that narrative. Founda offers a platform that acts as a vital bridge, connecting healthcare providers, organisations, products, and systems.
The company's primary mission is to foster collaboration and innovation while easing the administrative burden on healthcare professionals, allowing them to focus on their crucial work. Founda's platform accomplishes this by integrating scalable infrastructure into healthcare IT systems, harmonising a diverse range of data standards through a unified API.
Founda collaborates with healthcare systems, applications, and organisations of all sizes, catering to startups as well as large hospitals. As it rapidly expands its global footprint, Founda is poised to become a prominent player in this transformative market, paving the way for a more efficient and interconnected healthcare ecosystem.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (1 round)
Feb 2021
$15m
SEED
Total funding: $15m
Company values
- Be Curious: We believe curiosity is the spark that drives innovation and success. We consciously build an environment where questions are welcomed, new ideas are explored, and a deep understanding of our market and customers is pursued by all. We inspire each other to learn continuously, to share insights, and to create impactful solutions
- Enable Change: We embrace ideas with courage, enabling others to break free from conventional boundaries. By actively seeking to learn from new perspectives, we cultivate a culture of continuous improvement. We dare to redefine the norm and position ourselves as catalysts for lasting and impactful change
- Be Connected: We are all connected, and that connectedness is our strength. We value each other as unique human beings and embrace individuality. Working together broadens our impact and contributes to meaningful change
- Take Ownership: We turn commitment into swift action while holding ourselves accountable. We act with integrity knowing that our promise is our bond. Together, we transform responsibility into shared success
Company HQ
Grachtengordel-Zuid, Amsterdam, Netherlands
Articles
Leadership
Jan Joost Kalff
(Founder)Previously Co-Founder and CCO of Dimebox, a payment solution company.
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