View Our Website View All Jobs

Director of Customer Success

ImpactHealth is on a mission to make buying health insurance simple and transparent, with a level of service that is unprecedented in this industry.

This is the ideal opportunity for an ambitious growth marketer to join a business with clear product-market fit within an industry ripe for disruption, and to have a full seat at the table influencing the growth tactics across the company.

RESPONSIBILTIES OVERVIEW:

Impact Health is a startup, so you’ll likely have your fingers in a lot of different pots. But here are some things you’ll get to lead:

  • Define and optimize customer lifecycle while identifying opportunities for continuous improvement.
  • Use quantitative and qualitative analysis to drive operational excellence and work closely with the executive team to ensure strategy and delivery stays on target with measurable objectives.
  • Take ownership and maintain key metrics and KPIs for your team and ensure all pertinent business and customer data is tracked and trended on a continuous basis.
  • Expose subset of metrics to executive team, company and board and define segmentation of customer base and varying strategies.
  • Design, create and proactively deliver forecasting, reporting and analysis to set departmental direction and track progress.
  • Create and drive tools and processes with the Customer Success team to ensure deep engagement and lifetime value to our customers.
  • Set goals, action plans, playbooks, and key metrics for the team in different customer tiers with different levels of customer touch; create standardized playbooks and interventions for each point in the customer journey.
  • Design the Customer Success organization for scale with strategies balancing key account needs with entire customer base.
  • Drive resources and budget planning across the Customer Success team.
  • Day-to-day management and coaching - Manage the day-to-day activities of the Customer Success team - balancing workloads, managing escalations, removing roadblocks, developing individual skills, coaching and motivating.

What You’ll Bring:

  • At least 5+ years experience managing a service-driven team
  • A cool head and knack for problem solving and troubleshooting.
  • Genuine love and passion for customer service - you think of yourself as the customer’s champion, and you want to grow a team that feels the same way.

COMPENSATION + BENEFITS

  • We compensate with salary in the top quartile + equity 
  • 100% Company Sponsored Health Insurance
  • Unlimited paid time off
  • Location: Los Angeles, CA
Read More

Apply for this position

Required*
Apply with Indeed
Attach resume as .pdf, .doc, or .docx (limit 2MB) or Paste resume

Paste your resume here or Attach resume file

150