Director, Customer Success

Remote /
Operations – Customer Success /
Full-time
WithMe Health is looking for a Director of Customer Success to lead all of our customer facing activities. WithMe’s Customer Success team advises and guides our customers and partners across all stages of the customer journey from implementation, launch, member adoption and usage to renewal and advocacy for WithMe. You’ll work closely with a number of WithMe’s teams, including product, operations and sales, to help clients and their members onboard successfully to lower spend, improve outcomes and fundamentally change their medication experience. We’re looking for someone that is both comfortable leading a team of one today but is also excited about building a strong team around them as we grow and change how people navigate their medications.

As our Director of Customer Success, you will:

    • Lead the relationship between WithMe Health and our customers and channel partners, ensuring the long-term success of the engagement
    • Organize our internal resources and work cross functionally to ensure smooth client launches that exceed expectations while driving rapid member adoption of WithMe’s services
    • Manage clients and their expectations to ensure they always understand the status, timelines and what’s next for any given project, including everything from implementation to escalated member issues
    • Measure client success and satisfaction on an ongoing basis using a set of key metrics to ensure we’re on track, while communicating progress both back to clients and across teams internally
    • Identify when we need to grow the team advocating for resources as needed to ensure we always deliver over and above client expectations
    • Build a team that we’re all proud of and our clients love, while ensuring team members are constantly being challenged and growing personally and professionally

In order to be successful in this role, you will have:

    •  5+ years of experience in PBM account management, implementation or customer success
    • 2+ years of experience leading teams
    • A customer centric mindset and inbuilt urgency to ensure their needs are met in a timely fashion
    • A track record of success working cross functionally to ensure client’s succeed and their issues get resolved quickly
    • Excellent problem solving, communication, and organizational skills. You pride yourself on your ability to provide thought leadership and thrive in an energetic and entrepreneurial environment.
    • A proven capability of building and maintaining long-term relationships at senior levels
    • A flexible approach and an ability to operate effectively with uncertainty and under pressure
    • A Bachelor’s degree or equivalent experience

    • It would be a bonus if you have:
    • Experience working in a startup or small company where you’ve had to wear many hats
    • Worked in both implementation and account management
Location:
·       Remote

There are many reasons to come work for us but we’ll just list a few:
·       Highly competitive pay
·       100% employer-paid health coverage for you; 80% employer-paid health coverage for your dependents
·       Four weeks’ paid time off (PTO) each year
·       401(k) plan eligible day 1
·       One Medical membership
·       Paid life insurance
·       Eight weeks’ parental leave for primary caregiver
·       Flex spending
·       Results-only work environment

WithMe Health is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at legal@withmehealth.com.

WithMe Health’s commitment to diversity and inclusion honors and respects people from different backgrounds, experiences, and perspectives both within our workforce and for the people we serve. By using a cooperative and compassionate mindset, our goal is to narrow the disparities in healthcare and to improve patient health for all people.