Customer Success Lead
Description
Customer Success Lead
We’re reimagining how we deliver and pay for health care. apree health has created the first combined, tech-enabled navigation platform and primary care model delivering value-based care. We’re uniting the richest data with powerful technology and the most advanced primary care model available today to provide people with an exceptional experience, better access to information and services, and a lower total cost of care
We are seeking a Customer Success Lead to join the team, focused on our key client accounts. These accounts leverage both our digital and advanced primary care (APC) capabilities.
This role leads the strategy for Customer Success account renewals and growth identification aligning closely with sales, data & analytics, and our executive team. An ideal candidate has a strong healthcare background in Customer Success strategies, trends, and outcomes at the enterprise level. The candidate is able to build trusting relationships at the leadership and day to day contact levels. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.
Your Impact
- Lead all aspects of assigned accounts focusing on customer satisfaction and total cost of care outcomes
- Develop executive relationships and address and resolve customer-blocking issues in collaboration with internal partners
- Proactively identify and address high-risk customers, aligning internal teams including executive sponsors and corrective actions.
- Execute strategies for renewals across teams while improving and demonstrating value derived from their digital and/or advanced primary care capabilities.
- Work closely with peers to identify and close growth opportunities through additional services or our ecosystem partners.
- Demonstrate an understanding of the Voice of the Customer to drive product enhancements
- Monitor key performance indicators, including Customer Health using Customer Success Score and retention.
Minimum Requirements
- BS in Business or Healthcare Administration, MBA preferred
- Possess a minimum of 6+ years in client-facing leadership roles with direct experience in value-based care and health plans.
- Experience with benefits consultants and health benefits ecosystems.
- Experience with Large/Complex Customers
- Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.
- Demonstrate excellent presence and communication skills at all levels of the client organization
- Strong leadership, strategic thinking, and problem-solving skills
- Ability to thrive in a collaborative, high-growth environment.
- Passion for changing healthcare.
Compensation: $108k-$136k/annual salary & bonus eligible (national average, premium markets may vary)