Director of Customer Success

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 Director 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.

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.

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.
• 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

• 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
• Ability to evaluate current data and develop strategic initiatives for long-term success
• Proven ability to manage a team to metrics-based goals
• 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)
• 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 and manage difficult client conversations.
• 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!)
• 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

You’ll love Vitable if

• 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 fast pace with a great team, and having fun while doing it.

Vitable does not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. We’re committed to hiring the best team possible and value differences and diverse perspectives. Come join us!