Head of Customer Success

The Company
Cerbo is a high-growth healthcare SaaS company, doing our part in the medical market to support holistic lifestyles and personalized medicine. Our software – Cerbo EHR – is a cloud-based electronic health records (EHR) and patient portal software system. Healthcare offices across the country – and some around the world – use Cerbo for most everything they do in their day-to-day operations. Cerbo originally started as a developer’s nights-and-weekends project. And has grown into one of the leading EHR systems for functional or “root cause” medicine and membership- or cash-based clinics. Because of our unique origins, we often approach things a bit differently. That is, success for us is not just about the bottom line. It’s more about providing a great product, operating with integrity, and supporting our clients and our team. During the past four years our team has grown, and thousands of practitioners and patients use our product. To this end, we’re looking for a customer success leader to join our growing executive team.
 
What You’ll Do
The Head of Customer Success at Cerbo will report to the President and own all Customer Success, Customer Support and Implementation responsibilities. The Head of Customer Success will partner with Sales, Marketing and Product to ensure full alignment of customer success across the organization. You will work with the ever-growing customer success team to create raving fans and act as their advocate internally. You will also influence future customer lifetime value through higher product adoption, customer satisfaction and overall health scores.
Primary Responsibilities
Customer Success:

• Build a passionate, customer-focused team with an emphasis on proactively driving success, adoption, usage and retention
• Define and lead strategic initiatives for budding customer success organization
• Own the customer lifecycle post-sale
• Define engagement and operation metrics for both team and customer base and show continual improvement in CSAT
• Developer and foster executive-level relationships with key accounts
• Drive Customer Success across the entire organization

Customer Support:

• Build and scale team to deliver a world-class customer experience 
• Define operational metrics for team and track performance demonstrating continual improvement
• Cultivate a resolution-oriented culture that exceeds expectations

Training/Education:

• Create, develop and Execute process/strategy to drive customer usage and adoption

What You’ll Bring

• Must “obsess about the customer”; and have the “empathy gene”
• Minimum 5 years experience leading customer-facing organization(s)
• Successful track record of leading through persuasion, negotiation, and consensus building
• Deep understand of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Excellent communication and presentation skills
• Ability to recruit and attract strong talent to their team
• A Bachelor’s degree in a relevant field, with an advanced degree a plus.
• Have experience working at a company where colleagues can be separate in both time zones and physical space.
• Proven ability to coach, develop and maintain effective partnerships with senior business leaders, managers, and peers.
• Ability to make data-driven decisions while driving forward on results at pace with a startup.
• Deeply responsible and accountable, with a precise attention to detail while maintaining context of the big picture.
• Ability to dive deep into the company’s processes and problems and manage them using data; establishing clear metrics and reports.
• Preferred: Experience with technical B2B SaaS products

Compensation & Benefits

• Competitive compensation based on experience
• Comprehensive health, dental and vision benefits
• 401(k) plan with matching company contribution
• Short-term disability & long-term disability insurance
• Paid Time Off and company holidays 
• Full suite of remote working tools and processes

Location: 100% Remote
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.