Regional Director, Customer Success

Medically Home operates a decentralized care model for patients with serious, complex or high-risk illnesses in partnership with health systems to safely care for their patients at home, across the care continuum, including hospital-level care. Medically Home provides health systems with all that is needed to safely care for patients, including the clinical protocols, reimbursement model, platform technology, and fulfillment of all the clinical services required in the home through partners. Clinicians and patients broadly prefer this model over traditional care; both clinical and financial outcomes are improved as compared to traditional care.

MH is growing its customer team focused on deploying the Virtual Hospital model through large-scale implementations transitioning to supporting customers as they expand their programs via multi-year software and service contracts at health systems across the US. MH is seeking an exceptional leader to join our Customer Success team as Regional Director of Customer Success. You will be responsible for overseeing the growth, scale, and success of a regional portfolio of MH’s post-launch customers, infusing the MH patient-centered culture into your team and clients. You will work with your team to help customers achieve their goals and maximize the value of the MH platform. The ideal candidate for the Regional Director of Customer Success will be exceptionally customer-oriented, have a passion for building high performance teams, and have a high degree of comfort in leading C-Suite relationships.

Report to: Vice President of Customer Success

Location: Remote
Travel: Up to 50%

What you’ll be doing:

• Build a team and culture obsessed with growth, scale, and customer success.
• Oversee Customer Success team members and a portfolio of customers, providing guidance on daily work and priorities, coaching on how to navigate complex client scenarios as well as overall team development.
• Assist with recruitment world class talent, and Medically Home mission aligned team members as we grow the Customer Success team.
• Develop deep partnership with health system executives and manage those relationships with support from your team
• Coach your team on ensuring MH customers maximize the value of the platform; ensure your team supports clients in achieving operational excellence, desired census and outcomes, and customer and MH growth vision.
• Ensure at-risk customer programs (stagnant growth, clinical or operational issues, etc.) receive the appropriate interventions
• Foster a culture of creative problem-solving and continuous innovation, evangelizing customer growth and performance.
• Act as an escalation point for your team members as potential risks are identified and addressed with clients.
• Work with the Customer Success team to prioritize customer expansion plans, including new markets, geographic growth, and new use cases. Partner with Implementation leaders on slating customer expansions into the broader implementation portfolio.
• Partner with your team, the Vice President of Customer Success, and the MH Finance team on monitoring the financial health and performance of your client programs, including pro forma adherence and unit economics.
• Work with other workstream leaders to ensure the appropriate support for customers is in place, allowing Customer Success team members to be the ‘coach’ of the relationship, bringing in workstream team members for support as needed.
• Participate in MH strategic advisory councils (e.g., operations, clinical, supply chain, payer). Work with the Customer Success team to gather topics from their customers and ensure shared learnings are disseminated and integrated into client programs as appropriate.
• Drive collaborative partnerships with key stakeholders across all MH workstreams and business functions.
• Provide leadership that inspires the provision of safe, world class, high quality, and patient-centered care.

What your experience looks like:

• A bachelor’s or equivalent degree required. Advanced degree in business, health administration, or another relevant discipline preferred.
• 12+ years of consulting, process engineering, or healthcare experience.
• Strong customer orientation with experience in and a passion for helping customers achieve their goals
• Experience in leading C-Suite relationships
• History of leading teams and creating a culture of performance excellence
• Experience building exceptional executive-level content, presentations, and materials.
• Capable of building buy-in and accountability within multi-disciplinary teams.
• Excellent communication, leadership, and organizational skills.
• Has a passion for Medically Home’s mission of transformational patient centered care.

Consistent with Medically Home’s values of serving our patients, customers and team members, Medically Home has implemented a vaccine policy consistent with those commitments. Therefore, all MH team members are required to be vaccinated against COVID-19, have their 1st booster against COVID-19 as well as seasonal influenza.

At Medically Home, we are committed to creating a diverse and inclusive environment. If you are excited about this role or about our company’s mission but you aren’t sure if your past experience ticks all the boxes in this job description - apply anyway. You might just be the right candidate for this or other opportunities in our organization.

Medically Home is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment. Medically Home does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable federal and/or state law.