Director, Customer Success – Medmo

This is a fully remote position, open to applicants in New York.

📋 Description

• Propel the advancement of Medmo’s Customer Success initiative by establishing the CS playbook, account health scoring and segmentation, quarterly business review (QBR) and reporting schedule, as well as the standardized sales-to-CS handoff process.

• Foster growth within existing accounts by effectively managing stakeholder relationships and leveraging client performance and ROI data.

• Maintain account relationships and conduct regular meetings with key personnel to address concerns, provide performance updates, and uncover growth prospects.

• Serve as the strategic champion and primary client representative during the onboarding process and throughout ongoing operations.

• Articulate client objectives and requirements to the internal Operations and Product teams, while escalating and resolving issues as they arise.

• Oversee the generation of recurring operational reports, monthly updates, QBRs, and annual strategic meetings.

• Utilize data exports and advanced analytical tools to manipulate, analyze, and derive actionable insights.

• Manage the structured account handoff process from Business Development upon closure, including scope, pricing, and commitments.

• Act as the principal strategic advisor to regional and executive leadership teams within client organizations.

• Take ownership of the narrative, demonstrate ROI, report on performance, manage relationships, and drive expansion within healthcare accounts.

⛳️ Requirements

• Over 10 years of progressive experience in Customer Success, Account Management, or Operations within the primary care, value-based care, digital health, or health plan sectors.

• Demonstrated success in managing executive stakeholders.

• Possess an executive presence that can effectively engage C-suite executives and clinical leadership.

• Have a deep and intuitive understanding of how physician organizations operate, think, and evaluate success.

• Preferred domain expertise in Medicare Advantage, primary care, or value-based care programs.

• Active utilization of AI in everyday work is required.

🏝️ Benefits

• Comprehensive medical plans - choose from three options, including one that covers 100% of premiums for you and your dependents.

• Vision and Dental coverage.

• 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 activities.

• Annual Wellness stipend for fitness, mental health, or other wellness expenses.

• Discretionary bonus.

• Periodic travel opportunities to meet with customers in-market and attend select industry events.