Customer Success Leader - Onboarding

About NexHealth

Our healthcare system is frustratingly analog. When you live in a world of one-tap car rides, meal delivery, and unlimited streaming, why do you have to call to schedule an appointment with a doctor and are still handed a clipboard to fill in a form? NexHealth’s mission is to accelerate innovation in healthcare. We’re doing this by connecting patients, doctors, and developers. We’re the first to fully automate the integration with health record systems, paving the way for a new generation of disruptive health-tech companies

Here's Some Of What We've Accomplished

• 100%+ annual revenue growth
• Top 10% of Inc. 5000 (2022)
• $125M Series C at $1B valuation
• Manage more than 38 million patient records

Customer Success Leader at NexHealth

NexHealth is looking for a Sr. Manager willing to live in the details within the team but looking to grow quickly into a manager of managers. An Operational manager who can hire, train, and retain an exceptional high volume team. Someone who has a strong data driven leadership with quantitative and analytical approach to planning and problem solving. A partner cross functionally to speed up hand off points and reduce team-to-team friction. Someone who builds processes where needed and scales judgment to handle ambiguity. Being able to manage comp plans, load balancing, prioritization, time off, and all other operating mechanisms to ensure team success.

What You’ll Do

• Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
• Build, lead, and retain a world-class team.
• Scale a smart, empathetic and tight support organization rapidly delivering best in class support to our customers.
• Anticipate needs and structure of the organization as our company engages in our next phase of growth.
• Provide actionable and ongoing career development for Customer Success Reps.
• Drive operational practices to track performance of teams and individuals.
• Be a resource and connection for the rest of the organization. (Product, Engineering, etc...)

What You’ll Bring

• You’ve been in SaaS Customer Success (3+ years) and have grown and managed for at least 2 years.
• Has Built and Managed a relevant team having hired their people, designed key operating cadences, and gotten team to perform
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction.
• Data driven - you use data to manage your team and support your decision making.
• Willing and able to address escalated client issues with speed and urgency.
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams.
• You’ve managed teams in live phone support environments and know how to measure, analyze and explain key performance metrics.
• You are able to think strategically while understanding of nature of short term urgencies.
• 5-7 years experience in an Customer Success and Account Management role
• Proven experience building and leading teams, in a fast pace environment.
• Proven ability to develop strategies, translate them into initiatives and track successful delivery.
• You are a missionary - You understand and align with NexHealth's values.
• Able to collaborate across the organization and with external stakeholders.
• Expert at support management with proven experience managing a team in charge of supporting a technically challenging product.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning.
• 3-5 years of customer success leadership experience in B2B SaaS
• Top 50 School Preferred
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.

NexHealth Values

• Do the things others are not willing to do As a Nexer, always go after the hardest problems. Pursue things at the highest quality. Move at the fastest pace.
• Say what’s on your mind, with positive intent Be direct, proactive, transparent, and frequent in your communication.
• Take ownership Act like a founder. Own your roles, destinies, mistakes, behavior, and our mission. The buck stops with each of us - no blaming or excuses.
• Think in first principles We first identify the problem and then break it down to its fundamentals before diving into solutions. We constantly ask “why” to validate our assumptions.
• Solve the customer’s problems, not yours When making decisions, think from the perspective of the customer. It’s easy to make decisions that make our lives simpler, but not the customers.
• Default trust As a Nexer, you do not have to earn trust, trust is given to you by default. If we by default trust each other, our speed of communication, feedback, information sharing, and overall improvements will be a lot faster.

Benefits

• Full Medical, Dental and Vision
• 401K
• Competitive salary plus equity
• Unlimited PTO
• Commuter benefits

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, sex, gender expression, sexual orientation, age, marital status, veteran status or disability status. We will provide reasonable accommodation to individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at [email protected].