Strategic Customer Success Manager
Summary
We are building a creative, energetic, and mission-driven team that will work directly with Ribbon Health’s customers to make sure our products are powering convenient, cost-effective, and high-quality healthcare decisions in the world. As a Strategic Customer Success Manager on this team, you will own a portfolio of healthcare customers across multiple industry segments and own their experience strategy, value realization and growth. This role requires a hybrid skill set across customer success, strategy, and data insights; and we’re looking for someone who loves making customers wildly successful and contributing to a world class customer partnerships & success team!
What we look for at Ribbon
Passion and drive to simplify healthcare by building products that increase access to care and power every healthcare decision to be high-quality, cost-effective, and convenient
Commitment to Ribbon company values, working on an exceptional team, and building an exceptional company
Grit, hustle, desire, and a “get-it-done” attitude; strong comfort with a lean startup environment, where everyone is encouraged to participate in and contribute across all teams
Dedication to the creation of a diverse, equitable, and inclusive environment where teammates are celebrated for their unique perspectives and work together to simplify healthcare for all
What we’re looking for in this role
- You have experience building and navigating customer relationships across different levels and functions within an organization, and breaking down barriers in order to get something done
- You are deeply empathetic to the needs of each customer stakeholder, and you build high trust relationships by understanding their needs, motivations, and challenges and by being an advocate for them
- You have strong business acumen and have the ability to translate Ribbon value drivers into customer goals, strategy, and KPIs
- You are a clear, concise, and credible communicator
- You are proactive and able to manage multiple priorities and deadlines at once
- You enjoy creating and optimizing processes and building a world class function
- You ideally have 4-8 years of consulting, customer success, account management or sales experience
Your day-to-day
- Build and cultivate relationships with customer stakeholders and become a trusted advisor and advocate
- Lead renewal and growth initiatives within existing accounts
- Partner cross functionally to achieve customer goals and requirements
- Surface relevant input from customers that have implications for how we build and deploy our products
Our goal is to make this the best career decision any of us have ever made. We stand by our values to make it happen.
Run Toward Hard Problems | We are motivated by the toughest challenges. We seek out hard problems that have the most impact and solve them to help those who need it most. We encourage our teammates to take ownership of outcomes that motivate them. Everyone at Ribbon has a say in our objective and key result (OKR) planning process for their teams and across teams.
Put Your Team First | We are a family. We are all happier and healthier when we take care of each other and put each other’s needs ahead of our own. We take care of you by offering fully covered insurance premiums on health, vision, and dental, a 401K plan match, and a flexible working policy that includes progressive family leave guidelines, flexible working schedules, and unlimited vacation.
Do What You Say | We are honest with each other. We are accountable to each other. When we commit to accomplishing our goals, we make it happen. Every team member has the opportunity to own high-impact work at Ribbon.
Stay Hungry, Keep Improving | We are humble. We will make mistakes, learn from those mistakes, and be better because of those mistakes. Here, feedback is a gift and mistakes are learning opportunities. We have a thoughtful culture that focuses on giving and receiving regular positive and constructive feedback to help us support each other and make each other better. Also, speaking of “hungry” we offer plenty of snacks, food, and coffee.
Practice Habits of Excellence | We measure our success by the process it took to get there. We will always do our very best and we are proud of the outcome because of it. At Ribbon, we focus on how we get things done by documenting and sharing our learnings, We are building the systems we need to scale our company and support our work for the long-term. .
Build With Empathy | We are building the best healthcare experience for people.. When faced with a difficult decision, we do what’s best for people’s lives. This includes our team. Every Ribbon teammate shares working and lifestyle norms, and we hold each other accountable to respecting these norms so each person can balance work-life integration that works for them.
Ribbon Health is proud to be an Equal Employment Opportunity employer. We do not discriminate on any basis covered by appropriate law. All employment is decided on the basis of merit, qualifications, performance, and business need. If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
Don’t meet every requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification.
At Ribbon, we’re committed to building a diverse inclusive and authentic workplace with a tangible sense of belonging for all our people.
So if you’re excited about this role but your past experience doesn’t align perfectly with everything in the job description, we encourage you to apply anyway. You may be just the right person for this or another role.