Customer Success Leader- B2B

What We Are Looking For

We are looking for a results-driven Leader of Customer Success to manage the timely and successful delivery of our solution while representing the voice of the customer to our engineering and product teams. The Customer Success Leader will work with a portfolio of enterprise customers to maximize the ROI and ensure continued alignment between key stakeholders of DoctusTech (DT) and our customers. Key results to deliver are to increase DT’s install base, maximize customer satisfaction/retention, and produce measurable ROI.

What You Will Be Doing

Strategy & Data Analysis:

• Develop a series of pilot playbooks, track pilot conversion
• Analysis of customer behavior, patterns, trends and overall customer health
• Lead postmortems
• Understand the complex nature of a matrix organization to ensure internal champions, identify risk of churn early, and escalate large issues internally
• Review and refine customer engagement strategy per segment (Enterprise, Mid-Market, SMB and B2C)
• Plan, monitor and analyze key metrics for the utilization and performance of our systems within installed clients
• Traveling to deployment locations if necessary
• Work alongside client stakeholder to help define, implement and adopt best practices to maximize ROI for DT technology
• Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration
• Drive ROI for customers:
• Be the voice of the customer
• Analyze the customer journey:
• Help guide the DT product roadmap and prioritization
• Understand the customer's business, define success criteria, and build plans to exceed expectations
• Proactively address barriers to success, including being a direct contact for support escalations where needed
• Work across client’s departmental silos (quality, operations, C-suite) to ensure visibility to DT impact

Technology:

• Optimize existing tools
• Research, cost analysis of current tools (Zoho), and definition of what data to include on executive, team, and board dashboards
• Identify and implement other CS tools

CS Team Leadership & Support:

• Ongoing support of the Sales team with renewals and expansions
• Ensuring team alignment with strategy and process
• Assist with Tech Support operations - metrics, dashboard and trends
• Lead, manage and grow a CS Operations team (currently 2)
• Create solutions with measurable results

Cross-Functional Collaboration:

• Enablement and process improvement with Sales, Marketing and Product
• Forecasting and capacity planning with Strategic Growth and Leadership

Who you are:

• Highly organized, ability to juggle multiple priorities
• Comfortable with ambiguity, able to create your own clarity
• Thrive in a fast-paced and rapidly adapting environment
• Comfortable taking on leadership roles on the Customer Success team
• Team player and passionate learner advocate
• Self-motivated problem-solver, driven to succeed
• Self-starter, able to see an opportunity and make it happen

Minimum Requirements:

• 5+ years of experience in a customer-facing role, ideally in the SaaS world
• Bachelors' Degree or equivalent experience
• Ability to learn new technologies quickly
• Experience working at an early stage startup

What You Need To Be Successful

• Ability to streamline and implement new structures and roles that create speed, efficiency, and support rapidly shifting business demands
• Proven ability to plan and manage the operational process for maximum efficiency and productivity
• Knowledge of the US healthcare system, ACOs, MSOs, and physician practices is a plus
• Excellent communication, presentation, and demonstration skills
• Good understanding of account management and customer success OKRs, KPIs and ROI
• Ability and desire to work independently in an unstructured environment in locations remote from company HQ
• 5+ years professional experience including 2+ years in a CS leadership role with significant experience in managing people and developing processes from scratch

Startup experience required, team player and willing to work 40+ hours a week

Why DoctusTech, Inc

• Outstanding Partners: We work with 30+ of the largest healthcare organizations in the US with a world-class roster of investors, advisors and partners to support & advise us in our endeavors.
• Exceptional Team: We are a team of hard-working, fun-loving professionals from some of the most eminent universities, healthcare organizations, and tech companies of our time. We pride ourselves on recruiting exceptional individuals to help us redefine the state-of-the-art
• Strong Values and Mission: We are a tightly-knit team with an ambitious mission and a strong set of core values, which define our approach to business and have successfully guided us since inception

What We Offer

We care deeply about the health, happiness, and wellbeing of all of our employees. We offer:

• Competitive salary & attractive stock
• Collaborative teammates empowered to propel your career to the next level
• Medical, dental and eye insurance
• Flexible paid time off