Job description
United States
As the first operating system designed for healthcare, Commure enables health organizations and digital innovators to create or customize the solutions they need and empowers clinicians and staff with easy-to-use clinical, financial, and safety applications.
We are driven by a deep belief that meaningful collaboration — rather than radical disruption — is the key to unlocking scalable, industrywide transformation. We’re excited to bring together the top minds in technology, healthcare, and design to help us empower every person in the health ecosystem to deliver exceptional care.
If you share our commitment to improving healthcare innovation and value close partnerships between developers and doctors, come work with us.
Role Summary
Commure is looking for a seasoned Customer Success leader to help build out, oversee, and guide our Customer Success team.
Reporting into our Chief Growth Officer, this role will be crucial in bringing a strategic vision and innovative approach to lead new critical customer-facing teams at Commure. The VP of Customer Success will drive a results-oriented culture and will architect, execute and continuously improve operational plans and processes. They will lead a team of skilled customer-facing team members across all of Commure’s product areas. And they will work closely with Commure’s customers, ensuring that our customers continue to achieve value from our products and see us as true partners.
With an ability to speak to technical customers and healthcare/clinical customers in their language and a strong strategic vision for the customer experience and journey - you'll be viewed as a key part of Commure’s senior leadership team and will work cross-functionally to develop and grow customer success.
Responsibilities
- Build out the newly created Customer Success program from the ground up, including putting processes and hiring plans into place
- Define the customer journey, to drive customer lifetime value; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases
- Collaborate across teams to identify and pursue customer growth opportunities, increase renewal rates and reduce churn.
- Act as a player/coach by taking the lead with some key customers to be their main relationship. You’ll ensure customer satisfaction by checking in with customers, ensuring they are feeling valued and being the main point of escalation for all customers
- Develop and continuously improve the metrics we measure with our customers to deliver impact and ROI
- Influence future lifetime value through higher product adoption, feature utilization, customer satisfaction, and overall health scores
- Create and deploy optimal client lifecycles, establish best practice playbooks and business review processes
- Setting up and rolling out processes to standardize the way we work with customers at scale in an effective and efficient way
- Hiring, training, and developing a world-class team
- Travel required (approx. 1-2 trips per month
Requirements
- 10+ years of combined experience in healthcare and Customer Success within a SaaS, healthcare software or related field
- Bachelor’s Degree
- Background in managing & leading small-large scale CS team with the ability to be a player coach as needed
- Experience starting a Customer Success program from the ground up, including putting processes and hiring plans into place
- Experience with healthcare systems and/or healthcare plans
- Learning/growth mindset
Expectations within the first year:
90 days
- Understand the current state of all Commure customers, including key stakeholders and any opportunities or challenges
- Understand all of Commure’s products and build a baseline understanding of the impact/value of each of these products for our customers
- Build a first-draft playbook of Customer Success processes that we should roll out across the team
- Have an understanding of all the individuals on the team and their development goals
6 months
- Roll out the first set of processes for the Customer Success team
- Establish cross-functional processes with Sales, Support, Delivery, and Product
- Assess the health of all Commure customers in a systematic way (e.g. NPS and other)
- Build valuable customer relationships with senior executives
12 months
- Have data to be able to quantify the value/impact our products have with our customers
- Roll out full playbook of customer success processes internally and with our customers
- Have pattern recognition of what is working well and what we need to improve
- Develop deeper relationships with our strategic partners
- Develop and mentor the team, adding new skills and resources as needed
The base salary range that Commure reasonably expects to pay for this position is $190,400 - $322,000. Actual salary offered will vary depending on factors including but not limited to: location, education, experience, skills, and qualifications. In addition to your salary, Commure also offers many competitive elements in our total compensation package for employees such as equity, a comprehensive benefits package, and flexible time off.
Benefits Include
- Medical, Dental, and Vision Coverage
- FSA & HSA accounts
- Commuter Benefits
- Flexible Time Off
- Equity package
- 401k
Commure is committed to creating and fostering a diverse team. We are open to all backgrounds and levels of experience, and believe that great people can always find a place. We are committed to providing reasonable accommodations to all applicants throughout the application process.
Please review our Privacy Policy before applying to our openings at Commure.
Employees will act in accordance with the organization’s information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities. Employees will report to the information security office any confirmed or potential events or other risks to the organization. Employees will be required to attest to these requirements upon hire and on an annual basis.
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