Vice President of Customer Success

About Our Client

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Our client is restoring the independence and joy of practicing medicine for doctors in the United States. The healthcare system has burdened doctors with too much process, while removing them from what they do best : caring for those we love most.

The team is comprised of physicians and public health experts (Stanford, Dartmouth, Harvard, Mass. General), technologists (athenahealth, Apple, Amazon, Meta, Flatiron), healthcare innovators (Oscar, Aledade, Stellar, Arcadia), and experienced risk management professionals (CVS / Aetna, Humana, Cigna, United, Bridgewater) who believe that primary care providers (PCPs) are the key to the United States’ future health.

The hiring company recently announced a strategic partnership to proliferate value-based care with a large healthcare company in the country.

Investors include Andreessen Horowitz, Viking Global Investors, AlleyCorp, and SV Angel.

The hiring company helps PCPs who are overwhelmed by the demands of an aging population and the unpredictable business model inherent to Medicare.

Over time, this solution will empower PCPs to provide better care to the country. The company believes there is a need to bring humanism back to healthcare by giving physicians the ability to better allocate their time with patients, increasing their autonomy, creating incentives aligned with achieving better outcomes through clinical decision-making powered by actionable intelligence, and making risk more available and more readily optimized through an intelligent marketplace.

About The role

Our client is seeking a seasoned, hands-on, and results-driven leader that is eager to shepherd a highly effective team of existing Relationship Managers to success.

As the Vice President (VP) of Customer Success (CS), the individual will be responsible for driving strategy to skillfully engage with physician practices and health systems in a value-based care context, with a primary focus on customer performance, satisfaction, and retention.

The incumbent will own the quality assurance strategy for development of relationships and performance of the company’s Primary Care provider and Enterprise customers, and serve as the primary point of escalation for the Customer Success team.

Success involves overseeing enablement of program and product fluency, defining and implementing client delight and satisfaction activities that define the service model at scale, driving performance in value-based care, and securing contractual renewal as applicable.

The VP of CS is accountable for driving superior program and product performance across all assigned customers while maintaining a best-in-class Net Promoter Score.

The individual will inherit a dedicated team of approximately five professionals across Customer Success, and continue to scale the organization as the provider base grows.

Reporting directly to the Chief Product Officer, the VP of CS will play a crucial role in the company's prosperity in helping to define and drive the strategy of the Customer Success organization.

This will be accomplished through partnerships with the Product, Data Science, Performance Operations, and Clinical Operations teams to develop strategies based on performance analysis of customers, and implement appropriate performance improvement initiatives.

The VP of CS will also work closely with the Customer Operations team to scale and automate customer-related processes.

While this will be a remote position, in-person engagement with customers will be critical, and some travel is required (up to 25%).

What a Vice President, Customer Success means to us...

• Reporting to our Chief Product Officer, you act as a strategic leader to managers of both small-midsize provider relationships as well as large Enterprise partnerships in up-leveling approaches to enablement at scale.
• Consistent refinement of comprehensive customer success processes and strategy aligned with company objectives.
• Own escalations to resolve any provider or partnership challenges, drive significant partnership opportunities, and establish a resourcing plan to address significant performance objectives.
• Own network performance and development of remediation plans for provider performance across all clients, deploying those plans in a high-touch or low-touch manner where appropriate.
• Demonstrate aptitude for relationship building, proactive issue resolution, and creating an exceptional experience for the providers.
• In partnership with Customer Operations, oversee education and deployment of technology tools supporting practice transformation, and integration of technology tools into customer workflows across assigned relationships.
• Use data to identify cost drivers and work with the hiring company’s partners and Preferred Providers to develop optimal referral, care management, and admission avoidance strategies, contributing to customer performance.
• Partner with Customer Operations, Finance, Growth, Product, Data Science, and Actuarial teams to drive annual retention target, including renewal contract execution, escalation strategy, and negotiation enablement.
• Lead and develop your team members to achieve their professional goals.

Who you are...

• Bachelor’s degree or equivalent work experience required.
• 10+ years of experience in a high-performing healthcare customer service environment required; big plus for experience in clinical transformation, improving clinical quality, network contracting and development, or other relevant provider-facing field.
• Experience at an ACO, or other healthcare tech enablement company is a plus.
• Track record of scaling a team, function and service capability is required, maintaining customer service and performance standards while also increasing resource efficiency.
• Experience leveraging outcome measurements, and internal dashboarding to develop strategy and drive efficiency.
• Experience preparing and presenting information to clinical and executive level leadership.
• Willingness to travel for face-to-face meetings.

Our Values

The hiring company is an Equal Opportunity Employer and values employees with different strengths, experiences, and backgrounds who share a passion for improving people's lives.

Diversity is inclusive of various aspects, including race, gender identity, age, disability status, veteran status, sexual orientation, religion, and others.

The company believes all colleague’s points of view are integral to its success, and inclusion is everyone's responsibility and a cause of beautiful things.

Candidates from all backgrounds are welcome, and the company is committed to a fair hiring process free from discrimination and focused on problem-solving, improvement, and mutual empowerment.

Remote Work

The company is a remote-first organization, with team members distributed across locations.

Salary Range

The salary range the hiring company offers for this position is between $190,000-$225,000 per year.

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