About the role
Retention is the whole ballgame for a company whose product answers its clients' phones - and ours is working: net revenue retention is currently above 140%. You'll lead the entire post-sale organization - account management, implementation, and support, 10+ people and growing - and own the playbooks that keep that number climbing as we scale.
What you'll do- Lead and grow a 10+ person organization spanning account management, implementation, and support
- Protect and build on our 140%+ net revenue retention as the account base scales
- Build the playbooks: onboarding, QBRs, health scoring, risk escalation
- Develop relationships with senior stakeholders at our top accounts
- Own and resolve complex escalations end-to-end
- Partner with sales, product, and engineering as the voice of the customer
- Define and report the CS metrics that matter to leadership and the board
LocationFull-time onsite at our Birmingham, AL office.
Requirements- 8+ years in customer success or account management, with 3+ years leading teams
- Track record of building CS processes from scratch and hitting retention targets
- Data-driven operator: NRR, adoption, and time-to-value are your native language
- Strong hiring and coaching record
Nice to have- Experience in healthcare technology or with provider organizations
- Experience leading implementation or support functions alongside account management
Benefits- Top-tier health coverage: medical, dental & vision
- 401(k)
- Paid time off + holidays, and paid parental leave
If you want to fix the front door of healthcare, we'd love to hear from you.
