AVP, Customer Success and Delivery

As the Principal/AVP, Customer Success and Delivery you will be the voice of the customer within League. You will oversee all things customer success related including account management, onboarding, adoption, advocacy, delivery and retention. The ideal candidate will be passionate about ensuring our customers derive value from their relationship with League and become passionate advocates for our brand. Reporting into the VP, Customer Success and Delivery, you will help with professional development and mentor CS team members with an opportunity to manage other CS team members. 

In this role, you are expected to:

• Own a book of Platform level business and drive client relationships through a team-based approach throughout the entire customer lifecycle
• Manage the service delivery during implementation with flawless execution and communication
• Champion programs to optimize customer satisfaction, measured by Net Promoter Score (NPS), customer and member engagement methodologies, member satisfaction, and build referenceable customers 
• Execute on our engagement model inclusive of account management, success planning, retention and cross-sell/up-sell initiatives
• Measure against our objectives and KPIs
• Support the VP of CS, by  helping recruit, attract and retain a team of customer success and delivery professionals
• Report out and escalate to leadership and key stakeholders when appropriate 
• Develop a strong network of relationships among peers, partners, customers, and other key stakeholders
• Cross departmental collaboration with growth, implementation, product, engineering and operations teams
• BE AN OWNER
• BE A KEEPER OF THE CULTURE

About you:

• Minimum of 8 years relevant experience in business operations, management consulting and/or a SaaS company. Digital Healthcare experience is a plus. 
• Deep understanding of the payor(payer) space and experience working with large payors/brokers/carriers/ben administration. Minimum 5 years.
• Leadership experience, with 3+ years at management / director+ level
• Maximizes technology system capabilities by studying technical applications and making recommendations
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications (both digital health and tech), and participating in professional societies.
• Account Management or Customer Success experience at the Platform level with multi-million dollar ARR BoB. 
• Strong leadership skills and a drive to make a large impact on the company and the customers
• Strong business acumen and executive presence, combined with deep analytical and organizational skills; strong understanding of value drivers in recurring revenue business models
• Results-oriented individual with a history of setting and attaining goals and meeting aggressive timelines
• Confident, capable, enthusiastic self-starter with minimal need for direction
• Passion for data, analytics, and process: ability and desire to dive into data to understand metrics
• BA or BS degree or equivalent experience is required
• MBA or equivalent preferred