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Head of Customer Success - Boston, United States - FOLX Health
2 weeks ago
Description
Reporting to and working in close partnership with the COO, the Head of Customer Success will build and lead the Customer Success function for our employer businessOur Company:
FOLX Health exists to be the leading health and wellness platform for LGBTQIA care, providing end to end services, both virtually and in person, across the spectrum of community needs.
We are the north star for innovation in the broader ecosystem by creating joyful, affirming healthcare on one's own terms and building community and access around those needs.
Our Culture:
Reliability:
We show up for our members and each other in service of our mission
Transparency:
We build trust by openly sharing our goals and progress
Access:
We invest in our team by providing the tools and training needed to achieve individual goals
Agency:
We trust our team to get their jobs done
What You'll Do:
Develop and implement a comprehensive customer success strategy aligned with company goals and objectives.
Manage key client activities including implementation, onboarding and ongoing customer successOwn and lead the execution and performance of the Customer Success team using data (KPIs, customer outcomes, etc.) to set team expectations and manage against goalsDrive key Customer Success outcomes including identifying trends in our product/services that impact customer use and adoption, increase renewal rates and reduce churn and drive new business growth through reference-abilityEnhance the effectiveness and efficiency of Customer Success through the adoption of technology and workflowsCollaborate cross-functionally with Sales around cross-sell and up-sell and focus on selling with a retention focus, Product around new roadmap opportunities, Marketing around marketing to existing customers and Operations around employer support and referral activitiesBuild and execute best in class customer engagement strategy, working with clients to adopt best practices and creatively navigating barriers where they exist.
What You'll Bring:
7+ years of Customer Success experience at a technology startup; 3+ years in a Customer Success leadership role3+ years of people management experienceMinimum of 5 years of experience in customer success, ideally in the employer benefits channelEstablished network of professional contacts in the employer benefits space that can be leveraged to quickly build new relationshipsYou lead by example and you are willing to roll up your sleeves to get things doneYou're scrappy - you're simultaneously able to hold a vision of future-state best practice informed by your expertise in Customer Success, but also have a proven record of leading an organization through incremental steps needed to get there over timeProven ability to quantify and drive strategy to hit key metrics including customer retention, customer health, and product adoptionExpert level skills in managing and influencing through persuasion, negotiation, and consensus-building cross-functionally and within your own team, at all levels of the organization (entry-level to executive).Passion, experience and/or genuine interest in LGBTQ+ healthcareStrong and efficient written and verbal communication skills and a proven ability to build relationships of empathy, trust, and respect with other team members, stakeholders, customers, and partnersDesire to learn, grow and develop as the company growsHighly organized, able to multitask, and easily adapt to changesPrior experience working in a high growth, growth-stage startup environmentIndustry experience from direct-to-consumer, healthcare, and/or technology companiesSalary range: $165,000 - $175,000We are proud to be an equal opportunity employer, and do not discriminate on the basis of race, color, ethnicity, national origin, religious affiliation, sex, gender identity, sexual orientation, disability, or any other legally protected status.
Please note :
There has been a recent increase in employment scams.
FOLX posts all of our open positions on our careers page at and only contacts candidates from official '' email addresses.
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