Senior Client Success Manager - Welby Health

Job Title: Senior Customer Success Manager

Department: Customer Success

Reports To: VP of Operations

Who We Are:

We are a dedicated group of individuals focused on helping patients and physicians improve outcomes relative to diabetes and hypertension through behavioral triggers with the patients. Through a combination of clinical and social data centered around the patient, we can generate a smarter care plan for our users centered around the total patient. Incorporating social and behavioral influencers along with clinical data from the EMR, and pushing back to the consumer in a very user-friendly way. We are here to transform healthcare by centering on the patient first, but also creating a valuable ecosystem for the physician as well.

Summary of role:

The Senior Customer Success Manager (CSM) will play a critical role in ensuring the success of our clients who utilize our remote patient monitoring and chronic condition management services. This role is responsible for fostering strong relationships with key stakeholders within client organizations, driving adoption and engagement of our platform, and ensuring clients achieve their desired health outcomes. The Senior CSM will also work closely with the VP of Operations to develop and track key performance indicators (KPIs) and will be instrumental in building and iterating on our CS playbook.

Responsibilities:

• Client Relationship Management:
  • Build and maintain strong relationships with key stakeholders within client organizations.
  • Serve as the primary point of contact for clients, providing ongoing support and guidance.
  • Conduct regular client meetings to review progress, identify any challenges, and develop solutions.
  • Ensure client satisfaction and proactively address any concerns.
• KPI Development and Reporting:
  • Collaborate with the VP of Operations to develop and track key performance indicators.
  • Generate regular reports on client success metrics.
  • Utilize data to identify areas for improvement and drive continuous improvement initiatives.
  • Create new SOPs to be shared across the CS team.
• Health Outcomes and Data Analysis:
  • Work with clients to set and track health outcome goals.
  • Analyze patient data to identify trends and opportunities for improvement.
  • Provide clients with actionable insights to enhance patient care.
• Client Growth and Expansion:
  • Identify opportunities for upselling and cross-selling within existing client accounts.
  • Collaborate with the sales team to develop strategies for new client acquisition.
  • Contribute to the overall growth of our client base.

Qualifications:

• Education: Bachelor's degree in a relevant field, such as healthcare, business, or technology.
• Experience: 5+ years of experience in customer success or a related role, preferably within early stage digital health startups.
• Skills: Excellent communication and interpersonal skills, strong analytical and problem-solving abilities, proven ability to build and maintain client relationships, experience with data analysis and reporting, ability to work independently and as part of a team.
• Technical Skills: Highly experienced in data analytics and very comfortable with tools like PowerBi, Looker and Excel.

Preferred Qualifications:

• Digital Health Experience: Experience working with digital health technologies and platforms is highly desirable.
• Start-Up Experience: Experience working in a fast-paced, early-stage start-up environment is a plus.
• Billing and Value-Based Care: Experience with healthcare billing and value-based care models is a significant advantage.

Additional Requirements:

• Passion for improving patient care and outcomes.
• Understanding of remote patient monitoring and chronic condition management.
• Familiarity with healthcare technology and data analytics.
• Willingness to travel as needed to client sites.

This Senior Customer Success Manager position offers a unique opportunity to make a significant impact on the lives of patients while contributing to the growth of a company dedicated to transforming healthcare delivery.