**Vitable Overview**
At Vitable Health, our team of engineers, clinicians, and operators are
building a delightful and affordable primary care offering designed
specifically for the 80 million Americans who are uninsured or under-insured.
We built Vitable because healthcare is complex and expensive, but everyone
needs it. Our vertically integrated primary and urgent care health program is
delivered through a network of nurse practitioners via virtual or in-home
visits. We designed our plan to make high-quality concierge care accessible to
everyone.
We're growing quickly and are well-capitalized from world-class investors like
YCombinator, Softbank, and First Round Capital along with incredible founders
and operators with experience building and funding unicorns like Michael
Seibel (YC, Twitch), Immad Akhund (Mercury), Allison Pickens (Gainsight), Jack
Altman (Lattice), Dan Folkman (GoPuff) and others. We’re looking for
passionate and dedicated team members to join Vitable and help us deliver care
to more members!
**Role Overview**
The Head of Customer Success is responsible for leading Vitable’s high
performance CS team, responsible for the management of all Vitable customers
from onboarding through renewal. You will create and implement strong
processes to drive onboarding, client education and account management,
renewals, identify upsell and expansion opportunities, promote high product
adoption, and mitigate churn. This leadership role is responsible for setting
the strategic direction of the department, managing a team of customer-facing
individual contributors, and acting as the voice of the client to the internal
Vitable team.
In Vitable’s B2B2C model, the CS team acts as a critical conduit between the
sales team and the end users of our service- Vitable members. Customer Success
works closely with sales and clinical operations to forecast new starts and
ensure that Vitable is set up to deliver a first-class client experience. You
and your team will also work very closely with our Engineering team to drive
the product roadmap, suggesting new features and updates that will have the
highest impact on value realized, for our customers and members alike.
Ensuring that our employee clients are well-educated on Vitable’s offering and
are satisfied with the value of Vitable’s Benefit offering. Helping our
customers realize value in our service and product are is critical for
Vitable’s overall success and growth.
**What You’ll Do:**
* Scope of Responsibilities: Responsible for the results of the Customer Success teams across all Vitable platforms and services, specifically to customer retention, satisfaction, renewals, and enrollment. You will own metrics of retention, gross churn, renewals, and NRR.
* Team management: Hire, train, and guide the Customer Success team to achieve account objectives by providing continuous mentorship, monitoring performance, and offering constructive feedback. Forecast hiring needs proactively and work with Vitable leadership to determine hiring plans.
* Relationship management: Manage a select group of high revenue customers directly, acting as their main point of contact and advocate within the organization. While you’re managing your own book of business you will also assist your direct reports by joining client calls where your help is needed.
* Upselling and Expansion: Stimulate revenue growth by identifying upselling or cross-selling opportunities within existing client accounts. Formulate strategies and collaborate with the sales team to capitalize on and achieve revenue goals tied to upsell and expansion.
* Client Advocacy: Act as a client advocate within the company, conveying client feedback and collaborating with product & engineering, clinical operations, and sales to prioritize our customers in everything that we build!
* Cross-functional Leadership: Coordinate cross-functionally to resolve customer friction points in the customer journey and to resolve escalated customer issues. Partner with Sales and Product to build processes and ways of working designed to understand customer needs, deliver positive customer experiences, and exceed customer expectations at all points in the customer journey. Represent the Voice of the Customer internally.
* Client Retention Strategy: Design and execute an extensive client retention strategy to reduce churn and maintain high client satisfaction, showing consistent improvement in Vitable’s NPS. Define and implement escalation processes to mitigate churn risk. This may include initiatives such as customer satisfaction surveys, loyalty programs, or client success workshops.
* Data Strategy: Establish and implement processes and supporting systems and tools that will enable the department managers to provide data back to the business on the Customer Success team's effectiveness. Evaluate Customer Success tech stack, identify areas for improvement and make recommendations for tools, including a Customer Success Management Tool , to drive transparency and efficiencies throughout the Customer Success organization.
* _Qualifications *_
* Bachelor’s Degree or equivalent experience
* 7-10 years of experience in Customer Success, Account Management, Operations, or Customer Service spaces, with experience selling to new or existing prospects
* 3+ years of experience as a people manager
* Proven ability to manage a team to metrics-based goals
* Strong written and verbal communication skills and the ability to manage difficult client conversations
* Proven track record delivering against expansion and upsell revenue objectives
* Ideally, experience in the healthcare services or benefits industry (at minimum, a deep passion for our mission: to build the most delightful healthcare experience, and make it accessible to everyone, especially those who and underserved and need it most)
* A process-oriented mindset and the ability to get things done.
* Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
* Strategic thinking and the ability to create and execute customer success strategies and processes from the ground up.
* Passionate about helping customers, colleagues, and team members succeed
**Benefits**
* 100% Silver Plan Coverage, Full Medical, Dental, and Vision coverage, 401k, Life Insurance
* Access to Vitable’s Primary Care Benefit (in supported geos!)
* A generous equity plan
* Unlimited PTO
* Macbook and any other hardware you need to get your job done
* Mentorship program through First Round Capital
* Fun, creative, and collaborative work environment
**Why Vitable?**
* You believe healthcare should be simple, accessible, and delightful for everyone.
* You want to join an incredibly ambitious team to build the #1 company in healthcare for hourly waged employees.
* You love working at a super fast cadence with a great team, and having fun while doing it.
* Benefits (medical/dental/vision insurance, Unlimited PTO, WFH stipend, mentorship opportunities through First Round Capital, team kickoffs and offsites, etc.)
* We're remote-first with a national team!
Vitable Health focuses on Healthcare and Sharing Economy. Their company has
offices in New York City, Philadelphia, and Remote. They have a small team
that's between 11-50 employees.
You can view their website at <https://vitablehealth.com> or find them on
[Twitter](https://twitter.com/vitablehealth),
[Facebook](https://facebook.com/vitablehealth), and
[LinkedIn](https://www.linkedin.com/company/vitable-health).
