Customer Success Lead

Rockstar is recruiting on behalf of a leading healthcare technology company dedicated to making it easier for anyone to start and scale new healthcare businesses. Their customers currently serve over 2 million patient lives and manage an annual $10+ billion in medical spend. Their mission is to help more people innovate in healthcare and enable more patients to receive affordable care.

About the Company

They are making it easier for anyone to start and scale new healthcare businesses. Their customers currently serve over 2 million patient lives and manage an annual $10+ billion in medical spend. Their mission helps more people innovate in healthcare—and more patients receive affordable care.

About the Team

The leadership previously founded and led a national digital health company (>$15M raised), with a team of 100+ employees across the US that sold to a 1,000+-person incumbent. They are a tight-knit team that’s driven to move fast and take on some of the biggest problems in healthcare and ultimately improve patient lives.

About the Role

The business continues to grow, with leading national healthcare companies as customers. With this growth, they are looking for a Customer Success Lead to work closely with the CEO and members of the leadership team to help manage the next level of scale. Specifically, this role will manage and lead the growing Customer Success team (and potentially others, depending on seniority). The Customer Success team focuses on helping new healthcare groups onboard and scale with their product and operations.

What You’ll Own:

- Help lead key aspects of operations, overseeing workflows and people managing teammates across the Customer Success team (currently ~8 teammates), with potential scope that also includes Partnerships (GTM) and Compliance Operations teams.

- Own important cross-functional projects that are leadership’s top priority. Work closely with the CEO and other members of the leadership team to scale the business.

- Potentially, if interest-aligned, own the relationship with some of the largest enterprise clients, serving as a main point of contact throughout their onboarding and taking responsibility for their overall experience.

- Help build rigorous systems to increase productivity and work more effectively to reach the next 10x of scale.

- Proactively remove process roadblocks that stand in the way of the Customer Success team’s progress and momentum.

- Serve as a leader who takes ultimate responsibility and handles the most complicated and thorny issues when nobody else can.

- Support in the hiring and onboarding of new teammates across Customer Success and Ops as the company rapidly grows, including mentoring, coaching, and developing leaders from the strong existing Ops organization (20+ folks).

- Inspire the team with the example of leadership, drive, grit, empathy, and high-velocity execution.

What You Bring

- Operational excellence: extremely high volume of what gets done on any given day.

- Excellent leadership skills and demonstrated ability to inspire a team.

- Talent magnetism: exceptional people want to work with you.

- Strong attention to detail and track record for getting the details right.

- Self-motivated, resourceful and quick to take initiative in ambiguous situations.

- Interest in working in healthcare and helping healthcare innovation flourish.

- Leadership and drive; a hunger for self-improvement and desire to be around the most talented teammates who push you toward it.

- Excited by a fast-paced, startup culture where you’ll navigate ambiguity and solve big problems, with very high autonomy.

- An eye for identifying process improvement opportunities and creative ways to better structure operations.

- 3-5+ years of experience in customer success or related roles.

What is Offered

- Highly competitive salary and stock options (to share in the company’s growth).

- Compassionate, fun, and mission-driven culture of excellence and innovation (helping companies bring new life-changing care models into the world).

- Many growth and advancement opportunities (the company is growing fast, so there are many opportunities to step up).

- Work from home, remote job, with flexibility.

- Paid Time Off: US/Canadian holidays, vacation days.

- Comprehensive health plans so employees feel their best.

- Culture of mentorship, learning, independence, and critical-thinking.

- This role has a preference for Eastern Time (EST) hours (but there can be some flexibility).

(CID 2405)