Director of Customer Success

Be a part of the Medioh success story and its phenomenal growth.

Medioh makes digital health happen at transformative scale for healthcare providers, home health agencies and insurers across the United States and Canada. Providing powerful health outcomes for a growing base of more than 100,000 patients, Medioh empowers many of the largest and most innovative health care industry players with innovative digital health services and operational support for scalable telehealth and remote monitoring solutions.

We are currently seeking an Director, Customer Success to be part of a Medioh team who takes pride in bridging the gaps between technology and strong human connections to enhance the trust and intimacy of patient care.

CORE RESPONSIBILITIES

• Lead the Customer Success organization, focusing on driving product adoption, leading a seamless customer experience, and driving growth through renewals, client retention and program expansion;
• Act as the lead customer advocate, building strategy and roadmap to manage the success of our clients;
• Coach the Customer Success team in the fast-moving digital health and remote;
• Drive customer adoption strategies that enable businesses to measure product usage, adoption and success metrics that help drive customer retention across accounts;
• Develop KPIs, use cases and track usage metrics to analyze trends across customer base
• Develop and implement Customer Success Plans;
• Identify ways to improve the customer experience to increase average customer lifetime value and revenue;
• Plan and direct all aspects of the team’s customer engagements, including but not limited to account strategies, escalations, objectives, and initiatives;
• Hire, train, and coach members of the team against a consistent set of standards for the experience they provide our customers. Ensure the team is properly onboarded and have a strong understanding of the Medioh/Hypertec values and career growth opportunities;
• Work closely with Sales, Marketing, Professional Services, Product groups to identify trends and uncover opportunities for improvement or new success engagements or customer offerings;
• Review and approve billable services monthly for all customers;
• Monitor customer satisfaction levels to identify areas of concern and make improvements to meet customers’ needs;
• Establish and support the implementation of Quarterly Business Review Process (QBR) for all clients.

WHAT YOU WILL BRING

• Bachelors Degree;
• Minimum of 8 years experience in Customer Success or Account Management, 5 years in a leadership position;
• Strong history of coaching and leading teams towards a culture of success;
• Experience managing large B2B accounts, in the health care sector preferred;
• A data-driven and analytical approach;
• A mindset of collaboration, accountability, and results;
• You welcome ideas and thrive in a fast-growing company;
• You speak the same language as the customer, your background enables you to position use cases and workflows to different personas;
• You have an understanding of the healthcare landscape in the US and Canada and the opportunities for digital health in transforming health outcomes;
• Experience working within an ISO13485 quality environment is an asset;
• High comfort level working with a CRM platform (MS Dynamics preferred).

WHAT WE OFFER

• Hybrid work model (telework possible);
• Competitive compensation package;
• Comprehensive benefit plan including medical, dental, vision, short term and long term disability, company paid life insurance;
• 401(k) with employer contribution;
• Employer contribution to a Health Savings Account (up to $500 annually);
• Employee Assistance Program (EAP);
• Tuition Reimbursement Program;
• Employee Purchase Program;
• Candidate Referral Program;
• A dynamic and collaborative work environment;
• Fun @ Work: theme days and other employee engagement events;
• Career advancement opportunities.

Are you up for the challenge? Apply Now

Medioh is an equal opportunity employer.

Medioh evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, veteran status, disability status or any other legally protected characteristic.