VP of Customer Success

Boston, MA

VP of Customer Success

PatientPing is a venture-backed health technology company based in Boston, MA that is transforming healthcare delivery. We are building a national network that connects providers with real-time notifications when their patients receive care anywhere, so that providers can better coordinate patient care. Our customers include hundreds of health systems, physician organizations, and post-acute care providers across the country. Our vision is bold – to build a national care coordination network that allows providers to put patients at the center of their care.

Job Description:
We are actively hiring a full-time VP of Customer Success to maximize engagement and accelerate growth. As a member of the Executive Leadership Team you will balance the needs of multiple stakeholders internally and externally to ensure PatientPing continues to support our customers and operates with an in-depth understanding of our customer needs and market dynamics. The ideal candidate is passionate about maintaining productive relationships with large and small enterprise customers to encourage community development and product advocacy.

What You Will Do:
•Manage customers and users to maximize engagement, minimize churn, and fuel growth (execution)
•Write customer success playbooks to scale activities (scale)
•Recruit and build a world class customer success team (management)

What Success Looks Like:
In 3 months...
•Developed detailed understanding and taxonomy of customers, why they buy, how we create value, and why they renew
•Developed detailed understanding and profiles of user types, why they engage with product, how they use the application, care coordination workflows we support, and their usage frequency
•Developed detailed understanding of local market dynamics including payor incentives, data provider relationships, network density, major vulnerabilities, and key opportunities
•Developed data infrastructure to baseline current state of customer satisfaction and user engagement with framework to set goals and definition of success
•Preliminary relationship building with highest priority customers and super users

•Baselined current processes to launch new markets
•Baselined current processes to onboard customers and train users
•Baselined current processes to satisfy new customers and drive active use of product
•Baselined current processes to increase customer NPS and user engagement at various maturity phases (1 month, 6 months, 1 year after go-live)
•Baselined current processes to convert high engagement to growth
•Identify key product gaps blocking engagement opportunities

•Established strong relationships with current team members
•Understand resources utilization
•Understand organizational design opportunities to drive greater alignment and efficiency
•Preliminary hiring plan to address gaps and keep pace with growth

In 6 months...
•Established data-driven management infrastructure to set and meet ambitious quarterly engagement targets 
•Established relationships with top customers and users

•Refining and iterating playbooks that allow us to predictably launch and scale new markets
•Advocating for key product opportunities to increase engagement
•Understand opportunities for internal tooling to scale onboarding, customer and user management

•Clear plan to efficiently scale team 
•Demonstrated track record of recruiting exceptional talent
•Highly collaborative team that feels supported, has clear goals, and is making measurable business impact

In 12 months...
•Onboard customers faster, customers are increasingly stronger promoters of PatientPing, users increase engagement at higher velocity, and engagement is a key growth driver
•Stable customer success infrastructure from which we are beginning to find efficiencies
•Recognized as thought partner by high profile customers and partners
•Customer Success has partnered with Product to regularly deliver most potent enhancement opportunities

•Customer Success playbooks are a critical innovative PatientPing asset 
•Customer Success and Growth operate in lock step

•Strong and collaborative team
•Strong lateral relationships between customer success and rest of organization

What You Need:
•BA/BS Degree
•5+ years of customer success leadership experience
•Experience managing and scaling teams >20 people in a fast-paced start-up environment
•Experience bringing structure to ambiguous situations through smart analytical strategic problem solving and process development
•Prior healthcare experience is a plus. If no healthcare experience, will need to demonstrate interest and passion for building a career in the healthcare industry
•Experience with regional roll-out business with local network effects a plus
•Experience with enterprise SaaS businesses that have consumer-like user experiences a plus
•Exceptional polished communicator with a demonstrated track record of building credibility with senior executives at large enterprises 
•Highly accountable; takes ownership and drives sense of urgency
•Strong collaboration, analytical, and communication skills  

What You Get:
•Be on the ground floor of a rapidly growing company with many opportunities to expand the role and responsibilities
•Have the autonomy to build something with an enthusiastically supportive team
•Learn best practices from world class investors and advisors
•Become an expert on healthcare delivery system transformation
•Receive cash and equity compensation with health, dental, and other benefits