Director of Customer Success

About Medallion:

Healthcare is going through an unprecedented transformation towards digital care. Medallion provides the critical administrative infrastructure to make that change possible. Our platform enables organizations to license their providers in new states, verify existing credentials, and get in-network with health plans. In just over two years, we've launched our platform, built an all-star team, powered hundreds of great companies, and served thousands of healthcare providers across the industry. To date, Medallion has saved over 250,000 administrative hours for our customers!

Founded in 2020, Medallion has raised $85M from world-class investors like Sequoia Capital, Google Ventures, Spark Capital, Optum Ventures, and Salesforce Ventures.

About the Role:

Our Customer Success team is looking for an experienced Director to lead our Enterprise Account Team. You will be responsible for maintaining and growing a portfolio of Medallion's largest enterprise customers. You will set the overall vision and strategic plan for the team, focusing on hiring top talent, leading a positive customer experience, driving product adoption, and driving growth through gross renewals and net retention improvements.

You will partner closely with the Sales, Product, and Operations leadership to ensure Medallion's customers achieve a significant return on and drive business success with their Medallion investment.

Responsibilities:

• Drive customer outcomes, product adoption and customer experience
  • Lead the implementation scoping as part of the sales process
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Reduce churn and drive new business growth through greater advocacy and reference ability
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
• Build and lead world-class team:
  • Recruit and develop a high performing team
  • Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
  • Foster collaboration within the Medallion team and across customers
  • Drive operational practices to track performance of teams and individuals
• Work closely with the Sales and Operations Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
• Drive account growth outcomes:
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Lead the Enterprise Customer Success Team to be highly motivated and engaged. Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

Skills and Requirements:

• 3+ years supporting Fortune 500 accounts or Enterprise customers
• 6+ years of Customer Success or Account Management showing progressive management experience leading teams in SaaS or Healthcare Operations companies
• Commercial Experience
  • Experience driving new and expansion sales
• Customer Success
  • Experience driving software adoption and leveraging customer success best practices
  • Willing and able to address escalated client issues with speed and urgency
• Management
  • Demonstrated ability to lead managers and successfully manage a distributed team.
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Problem Solving
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
• Misc.
  • Able to collaborate across the organization and with external stakeholders
  • Experience successfully working with senior (C-level) executives
  • Professional services experience is a plus

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