Director, Customer Success – Medmo
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Job Description
Director of Customer Success building Medmo’s function, retaining and expanding healthcare accounts. Advising physician organizations through performance reporting, ROI analysis, and care coordination.
Responsibilities:
- Accelerate the evolution of Medmo’s Customer Success function by defining the CS playbook, account health-scoring and segmentation, QBR and reporting cadence, and standard sales-to-CS handoff intake
- Drive expansion on existing accounts through executive management of stakeholders and use of client performance and ROI data
- Own account relationships and host regular touchpoints with key personnel to discuss issues, report on performance, and identify growth opportunities
- Act as strategic sponsor and primary client proxy during onboarding and ongoing operations
- Communicate client goals and requirements to internal Operations and Product teams and escalate and address issues
- Lead recurring operational reports, monthly reporting, QBRs, and annual strategic meetings
- Use data exports and advanced analytical tools to manipulate, analyze, and extract actionable insights
- Manage structured account handoff intake from Business Development at close, including scope, pricing, and commitments
- Serve as primary strategic advisor to regional and executive leadership teams within client organizations
- Own the narrative, prove ROI, report on performance, manage relationships, and drive expansion across healthcare accounts
Requirements:
- 10+ years of progressive experience in Customer Success, Account Management, or Operations within the primary care, value-based care, digital health, or health plan space
- Proven track record of managing executive stakeholders
- Executive presence to command a room with C-suite executives and clinical leadership
- Deep, intuitive understanding of how physician organizations think, act, and measure success
- Domain expertise in Medicare Advantage, primary care, or value-based care programs preferred
- Active use of AI in day-to-day work
Benefits:
- Comprehensive medical plans - choose from three plans, including one with 100% of premiums covered for you and your dependents
- Vision & Dental
- Flexible Time Off - take the time you need, when you need it
- Generous company wide holidays - 16 in total
- 401(k) Retirement Plan
- Annual Professional Development Stipend to invest in courses, books, or any other professional development related activity
- Annual Wellness stipend for fitness, mental health or other wellness expenses
- Discretionary bonus
- Periodic travel to meet with customers in-market and attend select industry events
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