Customer Success Director Jobs

Pomelo Care

160000.00 - 190000.00 USD / Year

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Build irreplaceable relationships with Pomelo’s health plan and employer customers, maximizing our opportunities to serve patients.

Serve as the primary point of contact and trusted advisor for Pomelo’s customers
Develop strong relationships and a deep understanding of their business and member needs
Proactively engage with customers to ensure seamless implementations and deliver an ongoing best-in-class customer experience
Advocate for strategic customer needs and feedback internally
Work cross-functionally with other teams to achieve outcomes and results for customers and Pomelo
Develop and deliver regular business reviews with customers
Identify areas for improvement
Demonstrate Pomelo’s impact for patients and plans/employers
Drive customer retention
Identify and mitigate risks
Escalate critical customer issues to appropriate stakeholders and driving prompt resolution
Collaborate closely with Pomelo partnership, marketing, and operations teams on strategic customer opportunities
Manage a Customer Success Manager
Develop a team strategic to drive forward progress for customers

7-10 years of experience in consulting, customer success, or project management
Preferably 5+ years of health tech or healthcare experience
2+ years managing a team
Strong project management and creative problem solving experience
Proactive, solution-oriented, and customer-focused mindset
Proven experience leading projects and competing priorities across a range of external stakeholders and cross-functional internal teams
Exceptional written and verbal communication skills
Self-motivated and eager to thrive in a fast-paced metric-driven environment
Track record of meeting or exceeding customer satisfaction, retention, and expansion goals
Willingness and interest in using data and research to learn new content areas

Experience implementing solutions within health plans or employers
Experience managing health plan or employer relationships
Experience working in a virtual care setting and/or with value-based care models

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