Job Description
Story Health is an exciting startup building the future of specialty care with leading health systems and value-based organizations. Story Health is seeking a talented Director of Customer Success to join our team to drive growth and expansion of customer relationships.
Responsibilities
- Serve as the primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through implementation, expansion and renewal.
- Maintain high levels of client engagement, satisfaction and loyalty, as measured by referenceable customers, completed case studies and expanded relationships.
- Develop deep customer relationships both with key customer stakeholders and critical referral sources.
- Drive patient growth efforts across client organizations including developing tailored account-level plans and strategies.
- Partner closely with internal teams and external stakeholders to create and execute adoption initiatives.
- Manage client issues and escalations, working collaboratively with cross-functional teams including clinical, business operations, product, and sales as required.
- Drive organic and inorganic program growth with each customer, responsible for upselling and cross-selling into account.
- Iterate key account management processes and tools.
- Collaborate with Story Health's Product and R&D teams to ensure that product offerings align with customer needs.
- Serve as the voice of the customer and advocate to ensure that all internal teams are aligned to meet the customer’s needs.
- Work with customers to define, track and achieve goals & KPIs.
Key Qualifications
- 5+ years working in health tech managing executive relationships with enterprise healthcare organizations and/or working deeply with providers
- Strong understanding of how to navigate healthcare organizations
- Highly proficient communication, relationship-building and interpersonal skills
- Strong customer orientation, with ability to identify problems and formulate solutions
- Strong project management skills with ability to take on multiple tasks in a dynamic, fast-paced, and changing team environment
- Strong written and verbal communication skills, including presentation skills, with the ability to adapt conversations for clinical/non-clinical and technical/non-technical audiences
- Adaptable to rapid growth and change
- Openness to frequent travel
Compensation
- $160,000+ based on experience and qualifications
- Medical/Dental/Vision benefits
- Company equity
