CUSTOMER SUCCESS DIRECTOR

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Apostrophe is building the health plan that can fix America.

The largest, most innovative self-insured employers have figured out how to cut 40% from their healthcare costs. Our Intelligent Health Benefits Platform makes their best practices plug-and-play for the other 80% of US employers who self-insure their health benefits. In an industry defined by complexity, opacity and indifference — Apostrophe is delivering simplicity, transparency and love.

Who You Are

You are an experienced leader with a track record of building and leading Customer Success teams in a high-growth B2B SaaS company or in the healthcare benefits administration space. You are detail-oriented, metric driven and know how to effectively guide the customer journey through onboarding, support, account management, learning, renewal and advocacy.

What You'll Do

This position is responsible for $10M ARR in renewals Y1 growing to $50M ARR or more by Y2. You’ll have full post-sales through renewal responsibility. Success means 0% regrettable attrition, referenceable accounts and new revenue referred and driven by customer champions. You will be the lead for key accounts; a coach to other members of the team; a driver of process and profitability and a translator of strategy into actionable solutions to drive sales, streamline operations and inform our product roadmap.  

1. Architect a customer success service model and systems that can scale for profitable growth.

  • Recruit, hire and mentor a team of customer success practitioners with a focus on talent development and team coaching.  
  • Manage specific named accounts and be a player coach to a growing team. Be hands-on with at risk accounts and ready to handle client escalations for your team.
  • Implement a customer success software platform to report on implementations, proactive activities, customer health and accounts in jeopardy.  
  • Create an efficient, repeatable model for account implementation and management by customer segment.

2. Meet or exceed employer retention and profitability targets.

  • Own the financial model for your team.  
  • Actively manage at-risk accounts through a systematic, repeatable recovery strategy.
  • Identify accounts we aren’t managing profitably and a roadmap to make underperforming accounts profitable or exit the segment.
  • Gain a deep understanding of customer objectives, needs and constraints.

3. Chart and champion a customer success roadmap across the company.  

  • Get to the root of a problem or a need with the client and translate those into requirements for cross-functional teams in product, marketing, sales, engineering, operations, provider and member care.
  • Define customer segments and associated needs and profitability to inform sales, marketing, business processes, strategy and product development.  
  • Work with marketing to create materials for customers and members to increase product understanding and engagement.

What You’ll Need

  • At least 8+ years experience in Customer Success, Account Management or as an Account Executive and 3+ years experience in leadership with a focus on managing and mentoring a high-performing team.
  • Experience managing and growing a Customer Success team with at least $50M ARR.
  • A curious and entrepreneurial attitude.
  • Product mindset and ability to automate manual tasks and processes for the team, particularly around contracts, document management, client business reviews and on-boarding.
  • Persuasive communicator who can lean into tough conversations internally and externally to drive customer value, profitability and scale.  Ability to communicate confidently to CFOs, HR professionals and their advisors about product expectations and how to get the most out of the Apostrophe platform.
  • Up to 25% travel or more during peak renewal / onboarding times.

Who We Are

Apostrophe Intelligent Health Benefits replace your current administrator and legacy provider network to deliver better benefits for less money to self-insured employers. Apostrophe is driven by simplicity, transparency and love to provide market-leading member care and put employers back in control of cost and experience.

Apostrophe is a Denver tech company but many of our clients are in the rust belt and the southeast, in both mid-sized cities and rural areas, and representing traditional industries and public sector. We will spend extra effort to seek out people familiar with these areas and backgrounds.

Our home base is located in the RiNo area of Denver. There is ample free parking and we are just a couple blocks from the new 38th and Blake Light Rail stop.

Apostrophe does not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. We are committed to providing a versatile and welcoming environment for all members of our staff, volunteers, subcontractors, vendors, and clients.

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Location

3858 Walnut, Suite 101, Denver, CO 80205

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