VP of Customer Success & Strategy

Linus Health is a Boston-based digital health company focused on transforming brain health for people across the world. By advancing how we detect, diagnose, and address cognitive and brain disorders – leveraging cutting-edge neuroscience, clinical expertise, and artificial intelligence – our goal is to enable a future where people can live longer, happier, and healthier lives with better brain health.

We are a team of 90+(and growing!), embarking on an exciting period of accelerated growth. We invite collaborative, self-driven and impact-oriented professionals to join our dynamic and fast-growing team.

Does this sound like an innovative & disruptive start-up where you could see yourself?  Do the following values resonate with you?

The Role

As the VP of Customer Success, your mission will be to drive and own the effectiveness and efficiency of our Customer Success team. You will report to the Chief Customer Officer and will be their trusted partner in defining success objectives, strategy and implementing processes at scale. 

What You’ll Do:

• Manage the company’s customer success activities, and help grow and lead a world-class customer success organization
• Drive the vision for our client service operations including rules-of-engagement business processes, systems, and tool requirements, reporting and tracking
• Develop and implement tailored and proactive customer lifecycle processes and systems, including seamless customer onboarding, project success and upsell processes  
• Build strategies to best serve different customer verticals and segments
• Work closely with internal teams (Sales, Marketing, Product, Engineering) to align priorities, collaborate on customer needs and opportunities, and deliver early and increasing value over time
• Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives
• Inspire a focus on Customer Success across the company through deep cross-functional collaboration
• Define KPIs and report internally on progress towards customer and company metrics

About You:

• 10+ years of progressive experience establishing and leading a Customer Experience/Success team within a SaaS, software or related technology firm,  in the digital health field
• Passionate about Customer Success and high-quality deliverables, and tenacious at driving long-term customer value
• Establish rapport with customers to build engagement and drive customer retention
• Experience managing & leading small-large scale CS team with the ability to be a player coach as needed
• Extensive project management experience
• 5+ years experience with healthcare information technology in a provider or payer vertical
• Experience building customer success methodology, NPS launch, support services  and issue refinement
• Experience driving customer adoption , training initiatives and Technical writing documentation
• Experience driving KPI, Resource Management and OKR adoption thru dashboard creation and management reporting
• Excellent written and verbal communication skills
• Strong technical aptitude — ability to understand and explain complex technical products or issues
• Team-player attitude with the proven ability and willingness to collaborate across departments
• Speed, resourcefulness, and a go-getter attitude; you are comfortable working in a fast-paced environment and navigating ambiguity

What We Offer:

• As a health and wellness company, an opportunity to have a lasting impact on the way people and communities engage with brain and mental health, and even to affect the prognosis of people’s mental and brain health trajectory(pretty powerful stuff if you ask me!)
• A mission-driven environment where all 90+ (and counting) employees strive to exemplify our core values every day
• Competitive compensation packages that include an annual discretionary target bonus incentive as well as valuable equity
• Unlimited PTO — We know this can work both ways, however our leadership team does an excellent job at encouraging people to take PTO
• A sincere and deep appreciation for the importance of mental health. We have recently implemented a “monthly flex day” where employees are encouraged to take time away from work to rest, recharge & reset.
• A peer-to-peer recognition program: Celebrating our employees hard work and success is in our DNA!
• Employee Referral Incentive program
• A robust healthcare package that includes medical, dental & vision benefits as well as a 401(K) program where Linus will match up to 6% of employee contributions.

Linus Health is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, religion, color, national origin, sexual orientation, gender, gender identity or expression, age, genetic information, disability or any characteristic protected by law. We believe that diversity is critical to the growth of our company and understand the importance of fostering an environment where everyone has a voice. We are also committed to providing reasonable accommodations for candidates with disabilities during the recruiting process. If you are in need of assistance due to a disability, please contact us.