Head of Customer Success

At Ribbon, we partner with customers across the entire healthcare ecosystem to power billions of care decisions to be accessible, affordable, and high quality. By transforming the healthcare decision-making process, we can influence a person’s outcomes for the better. 

We are looking for a Head of Customer Success to lead our Customer team, work cross-functionally to ensure that we take a customer-first approach to what we build and how we build it, and help us grow with our customers. 

What we look for at Ribbon 

• Passion and drive to make navigating healthcare simple by building products that increase access to care and power every healthcare decision to be accessible, affordable and high-quality.
• Commitment to Ribbon Health company values, working on an exceptional team, and building an exceptional company.
• Grit, hustle, desire, and a “get-it-done” attitude;  strong comfort with a lean startup environment, where everyone is encouraged to participate in and contribute across all teams.
• Dedication to the creation of a diverse, equitable, and inclusive environment where teammates are celebrated for their unique perspectives and work together to make navigating healthcare simple.

What we're looking for in this role

As the Head of Customer Success at Ribbon Health, you will be instrumental in ensuring our customers derive maximum value from our solutions. You will lead a customer-centric team, driving customer satisfaction, retention, and expansion. We are seeking a strategic and empathetic leader who can shape and execute a world-class customer success team, contributing to the success of both our customers and our mission.

• You are an experienced leader who has led or built Customer Success teams in the past, with a passion for customer experience and leading a high performance team
• You have experience building and growing enterprise customer relationships and driving revenue growth 
• Experience with B2B healthcare and payers a plus 
• Proven success in building and leading high-performing customer success teams in a technology or healthcare setting.
• Strong understanding of customer success best practices, including customer lifecycle management, customer segmentation, and customer health monitoring.
• You love problem-solving in a fast-paced environment. You thrive collaborating with others to solve challenging problems and iterate quickly to a solution. 
• You are an excellent communicator; you can align interests across a diverse set of stakeholders and wield influence with colleagues of all levels of the company.
• You demonstrate exceptional analytical acumen and have a proven track record of producing data-driven insights and recommendations to senior leadership.
• You’re an ambitious self-starter eager to build something from the ground up; you have a hands-on mentality and a ‘no task is too big or too small’ attitude. 
• You are someone that can be both strategic and tactical; you can easily move between the big picture and on the ground execution.  

Your day-to-day

• Customer Success Strategy: Develop and implement a comprehensive customer success strategy aligned with company goals, ensuring customer satisfaction and long-term partnerships.
• Team Leadership: Lead, mentor, and inspire a high-performing customer success team. Foster a culture of empathy, accountability, and continuous improvement.
• Customer Advocacy: Cultivate strong relationships with key executive stakeholders at Ribbon’s largest customers. Act as the voice of the customer within Ribbon Health, advocating for their needs and influencing product development.
• Retention and Expansion: Drive customer retention and expansion initiatives. Collaborate with sales to identify upsell and cross-sell opportunities. Scale operations and processes. 
•  Performance Metrics: Define and track key performance indicators (KPIs) related to customer satisfaction, retention, and expansion. Provide regular reports to the leadership team and own company wide alignment around optimizations.

We seek to make Ribbon your best career decision. Part of fulfilling this vision is a compelling total compensation package. The base salary range for this role is between $173,000-$230,000. In addition to base salary and long-term incentive, this position also has competitive variable compensation. Starting pay will be based on a number of factors and commensurate with qualifications & experience. Ribbon also offers a competitive equity package, health insurance, parental leave, 401K matching, and other great benefits.