Strategic Customer Success Manager (Greater NYC Area, NY)

| Greater NYC Area

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

How we live out our values for our teammates

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 our users. 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]

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Technology we use

Engineering
Product
Sales & Marketing

- PythonLanguages
- SqlLanguages
- DjangoFrameworks
- PeriscopeAnalytics
- SisenseAnalytics
- AsanaManagement
- NotionManagement
- WordpressCMS
- HubSpotCRM

Location

Ribbon's office is located in the heart of SoHo, one of the most fashionable neighborhoods NYC has to offer! Expect a creative vibe, endless shopping, dining, and entertainment, and convenient access to public transportation.

An Insider's view of Ribbon Health

How would you describe the company’s work-life balance?

We make sure to prioritize everyone's wellbeing at Ribbon. We recognize that every person has different work styles and preferences so we seek to support each other in those preferences. Some practical ways we do this is through “No Meeting Wednesdays,” documenting and sharing our working norms, and sharing frequent feedback.

Alex Fenstermacher

Talent Acquisition Lead

How do you collaborate with other teams in the company?

We are transparent with each teams’ goals and how they roll up to support the company. This allows for a lot of visibility into what each person is working on, and that context is really helpful when engaging in cross-functional projects. We make it a habit to create and share artifacts so we can be sure we are all on the same page on direction.

Stephanie

Head of Marketing

How does the company support your career growth?

I’m grateful for our constant learning opportunities - from cross-team discussions on how our product can improve the healthcare industry, to the greenfield opportunities to build something new. We prioritize putting our team first, which leads to a culture of learning and feedback, creativity, and empathy for each other and the market.

Misha

Strategic Partnerships Lead

How do your team's ideas influence the company's direction?

We built a process to encourage new ideas and ensure they get attention. First, anyone with an idea creates an artifact for the team to absorb, and then we have a meeting to discuss and make a decision. In the end, when we come to a decision together, we commit to the chosen path to build the best possible product as a united group.

Nate

Co-founder and CTO

What kinds of technical challenges do you and your team face?

We are designing scalable data ecosystems that enable analytics and data science workflows. Our biggest challenges come from automating the maintenance and operation of hundreds of pipelines, determining a reproducible ground truth, and providing our customers with the means to answer key questions.

Andre

Senior Software Engineer

What are Ribbon Health Perks + Benefits

Ribbon Health Benefits Overview

- Fully sponsored medical, dental, and vision plan coverage
- Inclusive environment and activities to connect in and outside the office
- Commuter support and CitiBike membership
- Membership to One Medical and virtual mental health support
- Generous childcare & parental leave options
- Unlimited paid time off and flexible hours
- 401k sponsorship with employer match

Culture

Friends outside of work

Eat lunch together

Intracompany committees

Ribbon utilizes Workstreams prioritizing diversity, equity, and inclusion in every facet of our organization from product to employee experience and everything in between.

Daily sync

Open door policy

Team owned deliverables

Team based strategic planning

Group brainstorming sessions

Open office floor plan

Diversity

Documented equal pay policy

Highly diverse management team

We are building a product meant to improve care decisions for all Americans. In order to deliver on our mission, we prioritize representation with our group of diverse leaders to guide us.

Unconscious bias training

We focus on unconscious bias training during our interview training, which all new team members receive.

Mean gender pay gap below 10%

Hiring Practices that Promote Diversity

We leverage channel partnerships, sourcing sprints, unconscious bias training and we use tools and technologies to promote diversity.

Health Insurance & Wellness Benefits

Dental Benefits

Vision Benefits

Health Insurance Benefits

Ribbon offers a zero-dollar deductible plan for all employees.

Wellness Programs

Ribbon, in partnership with some of the top gyms in the country, offers generous discounts for memberships.

Team workouts

Mental Health Benefits

Ribbon prioritizes mental wellbeing with a sponsored mental health app membership as well as unlimited flexible time off and a sick leave policy for all employees.

Retirement & Stock Options Benefits

401(K)

401(K) Matching

Ribbon Health provides employees with a 401(k) matching plan managed by Slavic. We match 4% of contributions.

Company Equity

Child Care & Parental Leave Benefits

Generous Parental Leave

Ribbon supports parental leave for all new parents with up to 14 weeks, 100% paid leave regardless of tenure.

Flexible Work Schedule

Ribbon provides unlimited flexible time off with the ability to work remotely and encourages employees to utilize "No Meeting Wednesdays".

Family Medical Leave

Ribbon offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits and retirement contributions for employees under the Family and Medical Leave Act (FMLA).

Company sponsored family events

Vacation & Time Off Benefits

Unlimited Vacation Policy

Generous PTO

Ribbon offers untracked, unlimited flexible time off for all employees.

Paid Holidays

Paid Sick Days

Ribbon recognizes that employees will need to take days off from work to prioritize their wellbeing. Ribbon complies with NY State law by providing up to 40 hours of paid sick leave per calendar year.

Perks & Discounts

Casual Dress

Commuter Benefits

Ribbon Health offers pre-tax commuter benefits for all employees, as well as a free bike sharing membership with Citi Bike.

Company Outings

Stocked Kitchen

Some Meals Provided

Team lunches

Pet Friendly

RIbbon Health's pet policy is dog friendly.

Fitness Subsidies

Professional Development Benefits

Job Training & Conferences

Diversity Program

Lunch and learns

Cross functional training encouraged

Promote from within

Additional Perks + Benefits

Company perks are only as valuable as the people behind them. At Ribbon, we prioritize the entire human experience rooted in our values with the understanding that Ribbonites are not just employees, rather individuals with families, friends, and communities. Ensuring that we start every week centered around our values, promote an inclusive culture with working norms, welcome new joiners with our onboarding buddy program, consistently highlight the importance of holistic wellbeing, and foster an environment where everyone can be their authentic selves are just a few examples of why Ribbon is so special.

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