Director of Customer Success

The 1upHealth Customer Success Management team is key to driving the success of our customers through product use and value, and by helping them better achieve their business outcomes. 1upHealth is searching for a Director of Customer Success with healthcare expertise to lead our evolving Customer Success function and team. Reporting to the Vice President of Customer Success & Services, the Director of Customer Success plays a key role in ensuring the engagement, success, and retention of 1upHealth customers.

• Coach, develop and lead a team of Customer Success professionals
• Assist in defining and optimizing the customer journey and standardize interventions and playbooks 
• Manage and regularly report operational metrics for the team including customer retention, customer health and customer satisfaction; drive awareness of ARR forecast changes and mitigate and escalate risk appropriately to ensure results.
• Maintain internal communication channels and expectations for feedback on technical issues, feedback on product, improvement opportunities, and overall customer sentiment
• Represent the voice of the customer and work closely with Sales, Product and Marketing to advocate for the customer and drive alignment around customer requirements
• Establish a proactive communication framework with work streams through established cadence of meetings (e.g.: Strategic Business Review) where outcomes and collaborative efforts of integration points to drive the maximum value of the 1upHealth product are reviewed
• Align with Sales team to identify opportunities for expansion of 1upHealth solutions to other verticals, lines of business or client
• Foster a culture of proactive, retention-driven, trusted advisors that are thought partners with internal teams and customer counterparts
• Create onboarding processes for new team members and drive continuous learning on standard operating protocols and product solutions
• Serve as escalation point for customers and teams
• Influence a company-wide culture of customer success

• 5-7 years progressive experience managing B2B Customer Success teams with demonstrated success meeting and exceeding retention goals
• Strong understanding of the healthcare payer and provider marketplace and population health
• Strong knowledge of healthcare security standards, including HIPAA
• Experience with healthcare interoperability including HL7 FHIR, and familiarity with healthcare claims and clinical data
• Ability to articulate technical topics, and to speak to technical customer in their language
• High energy level, enthusiastic, and adaptable in a startup environment with a passion for providing exemplary customer service