At Human API, we exist to radically accelerate the pace of health innovation for everyone. That is our vision. We unlock siloed health data from everywhere and put it directly into the hands of the consumer, right when they need it: enabling a meaningful transaction that creates value in their lives. Some call us the "PayPal" of health data, but our dreams are bigger. 

To name a few examples - today we allow human access back to public settings (work, stadiums, travel) during our pandemic, we help rapidly screen participants for clinical trials, and we accelerate the buying process for important insurance products. Tomorrow we will inspire the innovation of impactful digital health products to maximize human longevity and potential. We are looking for talent who are equally inspired by these big ideas and have the grit and determination to make them come to life.

The Customer Success Director (CSD) is responsible for overseeing Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.), for a portfolio of customer accounts. This role delivers relationship management across key strategic accounts to drive customer revenue growth, customer satisfaction, and organization goals, supporting the engagement, success, and growth of the customer base.

What you'll do

• Responsible for a portfolio of enterprise customer accounts, overseeing onboarding, implementation, support, account management, renewals, expansions, advocacy, etc.
• Interface directly with executive-level contacts at key accounts to reinforce and drive value of the platform
• Lead and mentor Customer Success Managers to secure customer renewals and increase net retention
• Support new business growth via customer advocacy and referrals
• Measure and manage key metrics for your portfolio, such as 
• Usage and adoption of the platform
• Customer/Product health and overall account status
• Cadence
• Account management information and statistics
• Voice of Customer
• At risk accounts and go to green plans
• Renewal, retention, and churn
• Develop and implement strategic action plans for key accounts
• Prepare and deliver quarterly business reviews for key accounts
• Influence stakeholders across functional groups, and promote a culture of Customer Success within the organization
• Put the human first, always and embody the rest of our core values

About you

• 4+ years of customer management / account management experience with an emphasis on retention and expansion for enterprise accounts
• Experience in an early stage, rapidly scaling environment
• Strong interpersonal aptitude with the ability to build trust quickly, have a value-first mentality, and exude generosity
• Strong attention to detail. You’ll have ownership of your accounts and measuring their success Being detailed oriented, thorough, creative and analytical will help you be successful
• Tenacity. A big part of this role is keeping an even keel, exercising relentless curiosity, and solving hard problems
• Experience and interest in one or more of the following areas: Insurance, Healthcare, Digital Health and a passion for directly improving people’s lives
• Ability/Willingness to travel (when safe to do so) depending on location
• A background in consulting is a huge plus

We recently completed a series C round with strong venture backing from Andreessen Horowitz, Blue Run Ventures, SCOR Global, Allianz, Guardian Life Insurance Company, and Samsung Ventures and currently serve some of the largest financial and health companies in the world from Prudential, Allstate, John Hancock, Omada Health, Thrive Global, AAA, and many more. 

We have thousands of API integrations into enterprise health record systems, wearable devices, as well as health and wellness applications, that all benefit the end consumer and our enterprise customers. We’re looking for independent thinkers who care deeply about the problems we’re trying to solve. At Human API, we welcome people of all backgrounds. #LI-remote, Trabajo remoto