VP, Customer Success

Optimize Health

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/22/2021
  • Website: www.optimize.health
  • Company Address: 5601 22nd Ave NW #200, Seattle, WA , 98107

About Optimize Health

We enable healthcare providers to deploy Remote Patient Monitoring (RPM) programs using our easy-to-use equipment and software. Our software is designed to facilitate provider compliance when billing to new Medicare CPT codes for Remote Patient Monitoring while providing a great user experience for both patients and providers.

Job Description

 
optimize.health is leading the charge in how providers deliver remote care. Our next-generation Remote Patient Monitoring platform enables medical teams to provide safe, effective remote care that improves patient outcomes, lowers patient medical expenses, and generates new, much-needed revenue streams for healthcare providers of all sizes. As the market leader in physician-led remote patient monitoring, we help patients better work together with their most-trusted healthcare advocate, their existing physician, to achieve lasting health improvements and catch early warning signs before they escalate.
 
Led by top-tier investors from Silicon Valley and Boston, our recently closed “Series A” funding round is fueling a period of rapid growth that allows us to equip our global team with the resources needed to build the unequivocally best RPM platform on the market. If you’re looking for a team that works hard, collaborates, and has a ton of fun along the way, you may have just found your next role. 
 
Reports to: CEO, Jeff LeBrun
 
The Role:
 
optimize.health is on the lookout to add a customer-obsessed, passionate, and hands on Senior-Director/VP of Customer Success. You will be responsible for overseeing the Customer Success teams’ scalability, performance, and development in this role. You will also lead our CS strategy from onboarding to renewals and create champions and advocates of optimize.health out of our Customer-base.
 
 
As a VP of Customer Success at optimize.health, you will:

Drive Customer Success Outcomes:

    • Manage and oversee Customer Success activities such as onboarding, training, support, renewals/retention, and customer advocacy
    • Influence future lifetime value through high product adoption, customer satisfaction, and overall NPS scores
    • Build Customer experiences that create promoters and advocates of our product from our Customer-base
    • Collaborate cross-functionally within optimize.health and advocate the voice of the customer internally  

Measure Effectiveness

    • Collaborate with the executive team to establish, communicate, and monitor metrics for the Customer Success team
    • Review metrics with the company, executive team, and board and communicate a clear progression from where we were, where we are, and where we will be

Build an Industry-leading Customer Success Team:

      • Recruit Customer Success team members that embody the core values of optimize.health
      • Build a successful and scalable onboarding process for our newest Customer Success team members
      • Foster a culture of collaboration and continued learning in the Customer Success team, and cross-departmentally
 

Rollout the Technology:

    • Establish the technology needs of the Customer Success team to support a successful operation (Salesforce, ZenDesk, etc.).
    • Collaborate with the Customer success team to create an internal database of SOPs, and general knowledge (using Guru)

Inspire Success:

    • Communicate client feedback company-wide to celebrate the wins, promote the Customer wants, and build a company-wide culture of customer success
    • Collaborate with marketing for content needs that will benefit our Customers
    • Collaborate with our product team to bring the voice of the customer to our product roadmap
    • Collaborate with Sales around best practices, hand-offs, and selling with retention in mind
    • Drive a company-wide definition of the ideal customer

Our ideal VP of Customer Success will have most of the following skills and experiences:

    • 7+ years experience leading successful Customer/Client success or customer-facing organizations for SaaS startups
    • Experience leading, mentoring, and hiring teams of 10+
    • Experience leading a Customer success organization within a SaaS environment (experience within a HealthTech company is a plus)
    • Ability to influence through negotiation and persuasion with the data to back it up
    • Empathy and advocacy for your clients, company, coworkers, and reports
    • Presentation and communication skills that get people excited!
    • Strategic vision, you know where the future of the Customer Success industry is going
    • BS/BA degree in business, computer science, healthcare informatics or similar OR equivalent working experience

What you'll get from us:

    • We’re a fast-growing startup where everyone has a voice, and every team member is encouraged to help shape our organization’s future
    • We are passionate about our mission to modernize and improve the future of healthcare
    • We foster a culture of inclusion, collaboration, and innovation
    • We cover 100% of the employee premium for health, dental, and vision
    • We contribute up to $3,000 toward an HSA for each employee
    • We are based in Seattle with a Global remote team
    • PTO, Company Holidays, and Paid Sick Time
    • $750 Work-From-Home Stipend to make your home office perfect for you!
We embrace diversity and are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. No matter your background, your orientation or your identity expression, if you are passionate about modernizing and improving the future of healthcare, we want to hear from you!

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.