Head of Customer Success

About Us:

SamaCare helps to eliminate the administrative barriers that limit patient access to life-changing therapies. Insurance-related administrative hassles for prescription drugs result in worse outcomes for patients, delayed therapy, and over $100B of administrative waste for the US healthcare system. Medical providers are forced to manage these workflows on stone-age technology (fax, calls, and snail mail). 

SamaCare has built a software platform to help practices streamline those administrative workflows and a two-sided business model that already reaches over 25% of the prescribers of specialty drugs. As a VC-funded company, with triple-digit revenue growth in 2023, we are now building a team to help us scale so that every patient gets access to the right treatment at the right time.

Position Overview:

We are seeking an experienced and dynamic Head of Customer Success to join our team. The ideal candidate will have a proven track record of successfully managing customer success teams in early-growth- or growth-stage startups, with specific experience in the healthcare technology sector. As the Head of Customer Success, you will play a pivotal role in ensuring the satisfaction, retention, and expansion of our customer base.

Key Responsibilities:

-Lead and manage the Provider Success team, providing guidance, support, and mentorship to ensure the team's success in delivering exceptional customer experiences for our provider customers.

-Develop and implement strategies to drive customer implementations, adoption, retention, and growth, leveraging data-driven insights to continuously optimize the customer journey.

-Build strong relationships with key stakeholders, including executives, customers, and cross-functional teams, to align on customer needs and priorities.

-Serve as the primary point of contact for escalated customer issues, working closely with internal teams to resolve issues promptly and effectively.

-Collaborate with Sales, Product, and Marketing teams to ensure a seamless customer experience from onboarding through post-implementation support.

-Work closely with SamaCare data to monitor and analyze customer health metrics, identifying opportunities for proactive engagement and intervention to mitigate churn risk.

-Stay abreast of industry trends and best practices in customer success, continuously seeking opportunities to innovate and improve our approach.

Qualifications:

-7+ years of experience in Customer Success, with a proven track record of success in managing customer success teams at early-growth- or growth-stage startups.

-Demonstrated experience in the healthcare technology sector is required.

-Strong leadership and team management skills, with the ability to inspire and motivate teams to achieve exceptional results.

-Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders at all levels.

-Analytical mindset with the ability to leverage data to drive insights and decision-making.

-Located in the San Francisco Bay Area (ideal), or within the US (required). If located in the Bay Area, the expectation is that this person is coming into the office ~2 days a week.

-Reporting directly to the CEO, this role requires a strategic thinker who can drive results in a fast-paced and dynamic environment.

Join Our Team:

If you are passionate about healthcare technology and thrive in a collaborative, innovative environment, we want to hear from you! Apply now to join our team as the Head of Provider Success and help shape the future of healthcare delivery.