Director, Customer Success

| San Francisco
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Who We Are

Komodo Health is addressing the global burden of disease through the world’s most actionable healthcare map. Our solutions drive a more transparent, efficient and productive healthcare ecosystem. We value our culture of encouraging growth, collaboration, and constructive debate as well as delivering innovative solutions that “wow” our customers.

The Opportunity at Komodo Health

Our Life Sciences team is seeking a talented and high-performing Director of Customer Success to grow, manage, mentor, and motivate a high-performing regional Customer Success team. This role is highly visible internally and externally and will work closely with a team of Customer Success Associates, Senior Associates, Managers, and Senior Managers to ensure successful deployment, adoption, and utilization of Komodo’s products and services, delivering significant value to our customers and ensuring the ongoing renewal of our partnerships. The role requires a thorough knowledge of the needs of life sciences customers in Medical Affairs, Clinical Operations and Commercial organizations. This individual will have proven success leading Customer Success or Services teams that serve life sciences clients in a fast-paced, highly cross functional environment.

We have offices in both San Francisco and New York City, and we are looking for candidates in either location.

As a key leader of our Customer Success team, you will anchor on the following:

  • Grow and manage a regional team of Customer Success Associates, Senior Associates, Managers, and Senior Managers
  • Drive high overall customer renewal rates; closely partner with your Customer Success team members to deliver value and consistently exceed client expectations
  • Ensure that all customer’s needs are being met and that customer health is being appropriately measured and tracked
  • Partner closely with Komodo Regional Vice Presidents and Account Directors to develop strategic, collaborative relationships with customers and manage and resolve issues
  • Support the development and implementation of tools, processes, and best-practices to enable the growth and continued improvement of the Customer Success team
  • Manage strategy and operational elements of the regional Customer Success team, including resource allocation, forecasting, customer health management, and other team initiatives 
  • Collaborate cross-functionally and work closely with leaders from internal teams on Product, Operations, Sales, Clinical Innovations, Data Science, and Engineering to act as the voice of the customer and enhance ongoing product development efforts
  • Work as part of a growing, dynamic team to create a culture that supports strategies for scale and growth

What You Bring to Komodo

  • 10+ years of Customer Success, client-facing, or consulting experience 
  • Significant life sciences industry expertise - demonstrated experience working in or advising life sciences accounts across Medical Affairs, Commercial, Clinical Development functions
  • Strong understanding of SaaS business model and a track record of managing successful renewals and key activity KPIs; track record of consistently hitting customer renewal targets
  • Experience managing and mentoring a high-performance team
  • High emotional intelligence, strong interpersonal and relationship-building skills, polished communications, and a proven track record of success with strategic account management
  • High attention to detail, engaging presentation skills, and the desire to lead strategic projects with high visibility
  • Flexible, agile, demonstrated initiative and independence, and a reliable team player with the ability to deliver quality projects on time
  • Ability to thrive in a rapidly changing environment, and successfully manage multiple projects with a sense of urgency
  • Intellectually curious and a fast learner
  • Excited to travel for work (20-30%)
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Location

680 Folsom Street, San Francisco, CA 94107

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