Head of Customer Success
About the role
Lead Metriport’s customer facing function post-sales, owning the full customer lifecycle from pilot implementation to expansion and renewal, and acting as the voice of the customer across Sales, Product, Engineering, and Marketing.
Responsibilities
- Account Health: Creating an account health measurement and resulting actions/policies to ensure success of all customers.
- Global Customer Success Metrics: GRR, NRR, logo retention, NPS, and more!
- Final Resolutions: Ensuring Customer Success can resolve customer needs swiftly and appropriately. The buck stops with you!
- Customer Insights: Creating a system for Customer Success to successfully be voice of the customer sharing vital insights across the organization.
- Leading the Team: Implementing processes and systems, upskilling team members, and eventually leading CS hiring efforts.
Qualifications
- Experience: 7+ years of experience with at least 5+ years of experience in Customer Success, Account Management, Solutions or Implementations
- Role Relevancy: Previous Head of CS, Head of Account Management, Head of Implementations, etc.
- Account Specific Experience: Experience managing both large enterprise accounts and larger volumes of mid tier and startup accounts.
- Company Specific Experience: Experience working at an early stage startup and seeing Customer Success grow from 1 to 100. Specifically, you’ve been at an early stage startup between Seed and Series C.
- Autonomy: Comfortable taking an ambiguous objective, breaking it down to ensure alignment, identifying the most efficient way to accomplish it, and executing.
- Eng Experience: You were an engineer in a past life and still use your skills within non engineering roles.
- Location: Based in San Francisco (or willing to relocate) to work from our South Beach office.
- The "Metriport" Mindset: Low ego, high ownership. You are someone who asks "Why can't this be done in 3 days?" instead of 3 weeks.
Skills
Benefits
- Equity: Competitive equity + compensation package 🚀
- Healthcare: Full family Platinum health insurance, dental, and vision coverage 🦷
- Retirement: 401(k) retirement plan + matching 💰
- Flexibility: Flexible work from home or in office 🏢
- Food: Healthy lunches complimentary when in office (and breakfast + dinners as needed) 🍏
- Gear: MacBook provided by us 💻
- PTO: Unlimited PTO (we work hard, but trust you to take the time you need to be at your best) 🧘♂️
About Metriport
Open-Source Platform for Healthcare Data Intelligence
Metriport provides real-time access to comprehensive medical data for 300M+ individuals across the US. Our open-source intelligence platform helps organizations access, analyze, and exchange patient data while integrating with all major healthcare IT systems. If you’ve been to doctors in the US, you may have encountered the problem: how does a healthcare provider get access to your up-to-date medical history to treat you properly? Reliance on archaic methods is still the norm: typically, you or your provider need to call the facilities where you’ve previously received treatment (assuming you remember them all), just to have them send your records via fax (yep, fax). This can take weeks, only then to have a provider sift through hundreds of pages of unstructured docs, just to figure out basic things like your active medication list, what conditions you may have, latest lab results, etc. This not only delays care—it can cause improper treatment, since the medical history is critical for informing treatment decisions. Metriport integrates fragmented medical data from thousands of sources—including both national and state/regional Health Information Exchanges (HIEs), ADTs, EHRs, pharmacies, and labs—through a single API connector. The platform then standardizes, deduplicates, and enriches this data to create a comprehensive longitudinal patient record, with AI-powered clinical summaries. Along with a rich understanding of patient health history, healthcare providers also get realtime updates about their patients' health through Metriport. This includes getting notified when a patient is discharged from the hospital, picks up their prescription from the pharmacy, or has a new lab result available. Through this data, care teams get insights across their patient population, helping with 30-day readmissions prediction, care gap closure, risk adjustment, and more. On top of all of this, Metriport enables healthcare organizations to share net-new clinical information back to all major healthcare IT systems, and to become interoperable with popular EHR systems such as Epic, Cerner, athena, eClinicalWorks, and many more—forming an internet for healthcare data. Metriport improves both patient and provider lives at the point-of-care, supporting use cases such as medication adherence, transitions of care management, chart prep, and much more. If you want to do work that matters, get in touch with us today.
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