Director of Customer Success

Canvas Medical is the electronic medical records (EMR) and payments development platform for healthcare. We build modern, elegant front- and back-end tooling to enable new ways for developers and clinicians to collaborate to solve healthcare's toughest challenges. Canvas is institutionally backed by some of the greatest technology investors in the world (funded notable health tech companies such as GoodRx, Oscar Health, and Hims & Hers Health). The success of our business depends on our ability to build productive relationships with our clients. Our rapidly growing client base is composed of innovators redefining models of care delivery.

As our Director of Customer Success and the first member of our Customer Success team, you will play a pivotal role in defining how Canvas becomes a trusted advisor and software solution for its customers.

What you'll do in your role:

• Engage in activities designed to increase client advocacy, satisfaction & referrals of assigned clients
• Manage communications with assigned clients and resolve conflicts via regularly scheduled touch points
• Generate and perform quarterly business reviews for assigned clients
• Identify client challenges and risks, proactively develop solutions, and execute alongside Support, Product, and Sales to avoid churn
• Demonstrate and promote the latest features and capabilities Canvas is releasing to ensure customers are optimized users
• Build productive relationships with key client stakeholders and executive sponsors
• Use creative problem solving skills to meet clients needs
• Create goals, action plans, playbooks, and key metrics based on each customer's objectives, and review progress on a regular basis with the customer and with CS leadership
• Lead strategic, cross-functional initiatives such as customer journey mapping, voice-of-customer, and product feedback sessions
• Partner with Product and Marketing to determine how to define, drive, and demonstrate customer ROI

About you:

• Must have 4+ years of Customer Success, Professional Services, or Consulting experienceideally in a SaaS software environment with the ability to forge relationships with users, decision makers, and influential stakeholders
• Deep understanding of the healthcare technology industry. Must be able to immediately interface and build trust with clinical, product, operations, and technical teams.
• Strong project management skills and the ability to influence without authority
• Excellent communication skills, able to communicate confidently and concisely in verbal, written and presentation formats to all types of audiences
• Self-motivated, independent, adaptable, and can thrive in a fast-paced startup environment
• Ability to travel based on customer needs (Covid-dependent)
• Key skills: influencing, leadership, teamwork, account management, planning and execution, problem solving/analytical thinking, relationship building (internal and external)

We were a fully remote team before the pandemic started and will continue to be after it subsides. We encourage people to do their work when and where they perform at their best. Because of this structure, strong written communication skills, time management skills, and personal accountability are very important to us.

Employee benefits offered:

• Competitive salary and equity package
• Health insurance
• Home office stipend
• 401k
• Generous PTO
• Paid sabbatical after 4 years of employment.

*Canvas Medical provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.