At Particle Health, we believe simple, secure access to vital medical data will catalyze dramatic change in healthcare. With a recent Series A close of $12M, led by Menlo Ventures, we’re leading the charge on developing a best-in-class developer experience, a highly adaptable data transformation pipeline, and building connections with even more critical data sources across the healthcare ecosystem.

Unofficially? We also intend to #destroythefaxmachine

We are looking for an experienced customer success executive who can thrive in a startup/entrepreneurial and highly collaborative environment. This is a high-profile hire for the company and offers meaningful career growth if successful.

The Director, Customer Success owns Particle Health's full lifecycle Customer Success function, including customer account management, customer onboarding and implementation; customer support; renewals and expansions; customer advocacy and referrals; and leadership and management of the CS team.  

This role delivers relationship management across key strategic accounts to drive customer  “land and expand” revenue growth, customer satisfaction, and organization goals, supporting the engagement, success, and growth of Particle’s partnerships.

Responsibilities (What you'll do)

• Drive Customer Success outcomes by owning, managing and growing our accounts
• Develop executive-level understanding of accounts through quarterly business reviews 
• Expand our revenue in accounts through cross-sell and up-sellMaintain and improve high customer renewal rates and reduce churn
• Develop and expand the Customer Success team, ensuring the team scales proportionately to the expanding customer base, implementations, and retention
• Serve as People Leader for Customer Success: people management, team training and development, team goals and outcomes, and career development 
• Define, refine and manage the customer onboarding process; partner with Sales to create a seamless handover process
• Upgrade then own Particle Health's customer implementation process, supporting our Technical Account Managers
• In collaboration with Product and Engineering, oversee customer implementation and support ongoing client adoption
• In collaboration with Product and Marketing, oversee and own platform user documentation
• Create or identify, implement, and manage the tools, systems and processes required for successful customer relationship management, including customer support
• Own key strategic client accounts, serving as primary point-of-contact for executive-level customers, reinforcing and driving the value of the API
• Own Customer Success metrics from goal-setting and reporting to accountability for results
• Ensure all CS systems and processes drive value for the customer and serve as opportunities to expand business 
• Participate as a member of Particle Health’s Leadership Team, serving as the voice of the customer and the CS team

About You: Traits and Competencies

• Customer Focus - strong focus on learning and understanding the goals and strategies of our customers
• Service mindset: a “get it done” attitude that goes above and beyond for the customer and the team; willing to lead from ground level
• Results - outcomes-focus, goal-orientation, ability to deliver results through others, including those not reporting directly to you
• Collaboration - default to open, work cross-functionally, and get insight and buy-in from others
• Systems Thinking - prioritize work that benefits the whole over a single instance; build on what works 
• Trust - establish trust quickly with customers and colleagues; be true to your word
• Respect - acknowledge difference and the autonomy of others
• Persuasion - inspire and change minds, both internally and externally; operate with optimism and enthusiasm
• Mission - apply Particle Health’s patient-centric mission to everything the CS team does
• Autonomy - entrepreneurial, self-sufficient, and self-driven - comfortable making decisions and taking action in an ambiguous, fast-moving environment

Required Qualifications

• At least five years of customer management / account management experience - both hands-on and management - with an emphasis on implementation, onboarding, retention and expansion for enterprise accounts; at least two of those years should include executive-level customer interfacing
• Deep understanding of value drivers in recurring revenue business models and a passion to achieve revenue expansion and growth
• Experience and deep curiosity in healthcare and/or digital health
• At least two years of people management and/or team leadership experience
• Experience working with APIs or proven track record of supporting customers using APIs
• Experience in an early stage, rapidly scaling startup environment
• Extensive experience working with CS metrics and the tools required for reporting them
• Ability/Willingness to travel when required (when safe)

Nice-to-Have Qualifications

• Experience working with organizations leveraging interoperability or patient data to support their missions 
• Experience scaling a CS team by multiple factors

We’re passionate about creating and nurturing a respectful and inclusive workplace that promotes and values diversity. We try to make work a place where you can relax and be yourself, so you can do a good job and feel great about your work. We're excited to see applications from folks of all backgrounds and hope you want to join our growing team.

To see a list of our benefits, click here.