Customer Success Manager (Healthcare)

Job Title: Customer Success Manager (Healthcare) - Remote

About Aegis Digital Health:

At Aegis Digital Health, we are committed to utilizing technology to break down the barriers that limit patient care. We are an early, but well-funded start-up founded by physicians and experienced digital health entrepreneurs. Our first product, SweetSpot, is a remote diabetes monitoring platform and clinical support service that facilitates monitoring of patients with diabetes that wear continuous glucose monitors (CGMs) and insulin pumps.

Job description:

We are looking for an experienced Customer Success Manager to join our team. The ideal candidate will have a background in healthcare, virtual care, and/or supporting digital health products. In this role, you will be responsible for providing personalized and strategic support to our physician customers and their practice staff, ensuring their success with SweetSpot. Every day, you’ll do your job by asking yourself – “What can I do to make the SweetSpot remote diabetes monitoring program more successful for providers and patients?”. You will be the voice of the company to the customer, and the voice of the customer to the company.

Responsibilities:

• Work closely with our internal clinical service team to ensure that the needs of our healthcare practice customer’s staff and patients are being met.
• Work closely with our internal teams, including product, business development, and sales, to develop, implement, and measure the impact of strategies for improving the customer experience.
• Collaborate with our healthcare practice customers to understand their needs and provide ongoing support to ensure their success with SweetSpot.
• Own the relationship with our customer’s billing specialists and/or administrative staff, including preparing and communicating billing reports and monthly invoices.
• Communicate with our healthcare practice customer’s patients to inform them about SweetSpot and enroll them in the program.
• Develop and implement processes to support scalable and repeatable customer implementation, retention, and communications.
• Use critical thinking skills to identify opportunities for improving key performance indicators related to SweetSpot’s success with new and existing customers.
• Regularly communicate with customers, including providing timely responses to questions about SweetSpot, troubleshooting technical issues that arise, identifying tactics to improve program success, as well as proactively reaching out about new product features and benefits.
• Lead SweetSpot and remote patient monitoring program implementation for new customers and provide support for successful adoption.

This role is for you if:

• You are a creative thinker and problem solver.
• You have a knack for understanding customer needs and connecting them with a product’s current offerings and identifying and communicating product gaps to the internal team.
• You take a proactive approach to your work and eagerly try and quickly learn new things.
• You have a demonstrated ability to navigate complex healthcare environments and communicate effectively with physicians, medical staff, and healthcare organizations to establish and maintain strong customer relationships.
• You are excited to work in a fully remote environment at a growing start-up that aims to make a difference in diabetes care.
• You care about facilitating quality patient care and experiences.
• You are passionate about diabetes care and diabetes technology.

This role may not be for you if:

• You aren’t passionate about delivering quality health care to people living chronic illnesses like diabetes.
• You prefer larger teams with lots of resources (our team is growing but currently small, <10 people).
• You prefer to be high-level and delegate tactical execution to a team of others around you.

Minimum Qualifications:

• Ability to manage multiple projects and priorities in a fast-paced environment
• Bachelor's degree in a related field
• Strong critical thinking and problem-solving skills
• Excellent verbal and written communication skills
• Strong interpersonal skills and ability to build relationships with healthcare providers and practices

Bonus Qualifications

• Knowledge of CPT codes or similar healthcare coding systems
• Experience working with EHR/EMR systems
• Clinical background, especially in diabetes
• 3+ years of experience in a customer success or account management role, preferably in healthcare, virtual care, or supporting digital health products

More About Us:

What We Do: Aegis Digital Health discovers, develops, and delivers digital health solutions that improve quality, access, and efficiency of care.

Why We Do It: We exist to break the barriers that limit excellence in patient care.

What We Value:

1. Compassion and Integrity: We do the right thing and act with kindness, empathy, and transparency toward all individuals in a way that builds trust.
2. Making a Difference: We are passionate about making a measurable positive impact on our company, the customers we serve, our team members, and society at large.
3. Diversity: We seek diverse thoughts, experiences, skills, and individual attributes to inform our decisions and find the best solutions, always executing together as one team.
4. Personal Development: We care about the whole person, focusing on the well-being and personal growth of our team members.
5. Innovation: We are visionaries who are focused on achieving purposeful goals swiftly and impactfully.