Kaia is a mission-focused health technology company.

Our story began in 2016, when our founders, Konstantin Mehl and Manuel Thurner, created a mission to bring affordable and accessible relief to millions of people with chronic conditions. No strangers to chronic pain themselves, they decided to innovate ways to remove the obstacles many people experience in getting the leading-edge care they need.

How do Kaia apps work? Kaia uses a dynamic AI-powered algorithm. Our programs are based on multimodal rehabilitation, a holistic approach to managing chronic conditions. Our users have easy access via smartphone and tablet to our programs for back/hip/knee pain and COPD using this evidence-based approach. 

Five years into our story, we are a leader in digital therapeutics, with 500,000+ users worldwide. Having raised $125 million from investors like Optum Ventures, idInvest, and Balderton Capital, to name a selected few, we are poised to create a global footprint in digital self-care. Kaia is patient empowerment made easy.

The regulatory landscape is quickly adapting to the digital ecosystem. Therefore, our mission and strategy bring new opportunities for determined talent to join our journey. With over 100 “Kaianeers” spread across the US and Europe, we now need more specialized talent to help take our mission further.

We are looking for an accomplished and enthusiastic Head of Customer Success for our musculoskeletal business, which serves our patients via self-insured employers (SIEs) and health plans. Reporting to the Head of Sales, this individual will collaborate with our SIE and health plan partners to implement and execute on our client commitments. These commitments are to improve patient outcomes across pain level and other clinical and lifestyle parameters, and to thus reduce healthcare costs for our clients.

You are responsible for all aspects of customer success, including implementation, engagement within client populations, ongoing client relations, term renewals, and within-client growth, as well as responsibility for the Kaia Customer Success Team.

As Kaia’s Customer Success leader, you will:

• Manage the staffing, growth, and development of Kaia’s Customer Success Team to consistently overdeliver on Kaia’s commitments to our clients, and to our team members
• Be responsible for Kaia’s portfolio of SIE, health plan, and channel partnerships and their long-term success. This includes:
• Executing on and refining Kaia’s Customer Success processes, which begin with the Sales handoff and client implementation and include member eligibility, member engagement, and regular outcomes reporting
• Evolving metrics and milestones to measure the success of partnerships and routinely reporting on progress
• Ensuring Kaia delivers value in year 1 while also positioning Kaia for renewal and/or coverage expansion, from end to end
• Embedding the Kaia product portfolio into our clients’ overall health solution landscape, so there is seamless collaboration between Kaia and other client ecosystem partners
• Creating positive references and case studies among current clients, in collaboration with Sales and Marketing
• Ensuring appropriate collection, triage, and within-Kaia transmission of client feedback to further product development
• Overseeing regular business reviews with executive partners on performance against the Quadruple aim, including detailed economic reviews
• Serving as a key contact for our team engaging with senior client leaders
• Collaborating with Kaia Health subject matter experts to identify and incorporate best-in-class clinical, operational, marketing strategies to support Customer Success
• Partner with Kaia Health and Commercial leadership to develop and hone overall growth and operational strategy, including by:
• Co-developing, with the Head of Sales, standardized tools that can be applied across all risk-bearing partners, including contract, implementation, and renewal frameworks
• Formulating best practices learned from Kaia’s customer portfolio and ensure best practices are being utilized with all clients
• As the most senior “voice of the customer,” being a crucial liaison between multiple Kaia teams, including Sales, Marketing, Operations, and Product
• Influencing product development to delight our customers and teamIterating on the Kaia value story and contributing to evolution of product and company performance metrics

Within the Kaia organization we expect you to:

• Own our relationship with existing clients and partners, end-to-end
• Own all within-client outcomes reporting, including engagement, satisfaction, clinical outcomes, and ROI (health economic outcomes)
• Consolidate customer (B2B) feedback and present findings to Kaia leadership
• Serve as the “customer’s voice” within the Kaia organization

About you:

• You have done it before: 10-15 years of experience in digital health managing client relationships, with an emphasis on at-risk entities such as SIEs and health plans
• You have a strong understanding of healthcare, and of chronic disease management 
• You have a deep understanding of the key stakeholders in healthcare ecosystem (payors, providers, patients), how they work, and how they interrelate
• Proficiency in implementing and supporting major application packages in or outside of the healthcare industry with a proven track record of successful clinical and business relationships
• You are excited to pioneer processes and interoperability of digital health platforms in the healthcare ecosystemExperience with leading edge practices, tools, and technology as well as working in a highly regulated environmentYou have exceptional interpersonal skills, enabling easy collaboration with multiple functional teams
• You have strong leadership skills, and are eager to grow and mentor your teamYou are a fast learner and eager to “dive into the deep end”, consistently managing multiple internal and external-facing projects at once

You'll fit in with Kaia's company culture if you:

• Are user centric and view technology as a tool to improve a user’s life
• Have a bias for action; the world is complex and unpredictable place so starting, releasing, and getting feedback iteratively is the only possible path to success
• Strive to be articulate and humble, make the complex simple, present ideas openly, accepting that being wrong is part of the process
• Are not afraid of tackling problems that others deem impossible
• Thrive in an entrepreneurial team, adapt easily to change, and enjoy a fast-paced environment
• Have worked in a fast-growing organization before (preferred)

Some of the benefits of being a Kaianeer:

You can directly influence the future of digital health in a team of industry experts and digital shapers.

You will work alongside serial entrepreneurs (previously founded and scaled another startup, Foodora).

You’ll enjoy flat hierarchies, a hybrid work from home/office environment, and flexible vacation and working times.

We support your professional development and have a budget set aside for you just for that! 

Happy hours, team events, and knowledge-sharing sessions galore!

Join us if you’re looking for an entrepreneurial adventure and an exciting place to grow personally and professionally.