Req #201371

Senior Director, Customer Success

Remote/Virtual
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Senior Director, Customer Success

apree health – the new name for the joint Castlight Health and Vera Whole Health organizations – is seeking an experienced healthcare leader to join our Customer Success Team.

Customer Success at apree health is a post-sales client account management team that develops and maintains our customer relationships and ensures the highest satisfaction with the suite of products under the apree health umbrella. Reporting directly to the Vice President of Customer Success this role will be responsible for operations, tools, process improvement and creating a scalable delivery model that can be deployed across our employer, health plan, and advanced primary care verticals. As we continue to grow our product and client footprint, the Customer Success Senior Director of Operations and Digital Delivery will be a key member of the leadership team that will be instrumental in driving strategy and delivering outcomes. The focus of the role is scaling the business, relationship building, exceeding customer expectations, identifying and partnering with sales on opportunities and renewing business, and building a culture that embraces teamwork and accountability.

Key Responsibilities:

  • Create segmentation and corresponding service levels across the suite of solutions and customers that apree health services
  • Create playbooks for key customer interactions, including but not limited to: sales to delivery handoff, product launch, business reviews, renewals, and strategies to expand business
  • Build dashboards for internal operational efficiencies
  • Partner with Product teams to build new dashboard for customers that will be truly self-service to empower change and drive outcomes
  • Lead the Customer Success Operations Vertical that focus on tools and process improvement
  • Serve as a People Manager to Customer Success Managers and support scaling their book of business and driving results
  • Partner with leadership to create new career paths for staff that embrace the new offerings of apree health
  • Define the optimal engagement plan across the lifecycle of the client with the appropriate variations by segment and establish how best to track adherence to plan to ensure consistency of delivery and service
  • Manage and resolve escalations with Fortune 500 companies, including working directly with VP level and above customer contacts to build relationships and resolve issues as they arise.
  • Serve as an internal voice of the customer to product, implementation and analytic teams
  • Serve as the key internal leader for the customer success annual operating plan
  • Design team building experiences

Qualifications:

  • Healthcare or health tech industry experience required. Keeps a pulse on the industry and understands how competitors position themselves.
  • Brings a strong business mindset and acumen to the role; develops strategic understanding of our business to effectively drive scale
  • Ability to collaborate cross-functionally with Product, Sales, and Marketing teams to be a thought partner in communicating effectively
  • Passionate and creative ‘out of the box’ thinker with the ability to generate and influence alternate approaches that will resonate with our customers
  • Prior experience working directly / closely with an executive leadership team
  • Experience managing a team, and a track record of enabling and developing the skills and careers of direct reports
  • Strong understanding of health benefits, direct experience with benefit brokerage partnership development, sales and/or account management
  • 10+ years of client/account management (at senior level)
  • Demonstrated experience managing and advising large national (Fortune 500) accounts for both services and support
  • Pro-active and results oriented Leader
  • Must be willing and able to travel, 25% nationwide travel is projected post COVID-19 Pandemic
  • Strong oral and written communication skills
  • Superior presentation skills and an articulate speaker
  • Strong leadership abilities including high accountability, proactive and thoughtful upward management
  • High level of comfort with fast-paced environments
  • Strong understanding of SASS business model

Our Values:

  1. We Are Courageous: We belong to an agile, risk-taking culture where learning from failure is encouraged; we have the humility to accept what we don’t know and the tenacity to learn and innovate. 
  2. We Own the Outcome: We are accountable, to ourselves and each other, to contribute to the success of our business and do work that matters.
  3. We Are One Team: We are an inclusive community that respects diverse perspectives and assumes positive intent; together, we embrace our mission to disrupt healthcare.

 

Diversity and Inclusion:

The apree health culture values and celebrates different backgrounds, perspectives, and points of view. We believe our diversity helps drive creativity and innovation. We strive to make everyone feel included, valued, and engaged; enable them to do their best work; and build their careers here at apree health. That is why diversity and inclusion are more than just words to us. Rather, they are a commitment to a culture where employees feel respected and empowered to share their ideas and deliver the best results.

About Castlight

Castlight is on a mission to make it as easy as humanly possible to navigate healthcare and live happier, healthier, more productive lives. Our health navigation platform connects with hundreds of health vendors, benefits resources, and plan designs, giving rise to the world’s first comprehensive app for all health needs. We guide individuals—based on their unique profile—to the best resources available to them, whether they are healthy, chronically ill, or actively seeking medical care. In doing so, we help companies regain control over rising healthcare costs and get more value from their benefits investments. Castlight revolutionized the healthcare sector with the introduction of data-driven price transparency tools in 2008 and the first consumer-grade wellbeing platform in 2012. Today, Castlight serves as the health navigation platform for millions of people and is a trusted partner to many of the largest employers in the world. We are headquartered in San Francisco and can be found online at www.castlighthealth.com.

Castlight Health provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Castlight Health will provide reasonable accommodations for qualified individuals with disabilities.

#LI-ME1

Castlight Health provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Castlight Health will provide reasonable accommodations for qualified individuals with disabilities.

Castlight Health does not accept unsolicited assistance from recruitment search firms for employment opportunities. All resumes submitted by search firms to any employee at Castlight Health via email, the Internet or in any form and/or method without a signed search agreement on Castlight’s form in place ahead of time will be deemed the sole property of Castlight Health. In such cases, no fee will be paid or payable in the event the candidate is hired by Castlight as a result of the submission.