Vice President, Customer Success

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Virta is the first company with a clinically-proven treatment to safely and sustainably reverse type-2 diabetes without the use of medications or surgery. Our innovations in nutritional biochemistry, data science and digital tools combined with our clinical expertise are shifting the diabetes treatment paradigm from management to reversal. Our mission: reverse type 2 diabetes in 100 million people by 2025.

We’re looking for an experienced customer success leader to scale this team while growing our relationships and footprint with our existing clients. Ideally, the candidate will have experience working with both self-insured employers, large health plans, and beyond managing the day-to-day needs of a client base, will have deep experience scaling and leading a team focused on the upsell and expansion of accounts. The Head o Customer Success must be able to expertly navigate rapid change, approach problems with creativity and curiosity and be able to partner seamlessly with internal and external stakeholders to drive critical initiatives forward. 

Virta is at an exciting stage of its growth journey and this candidate will play a critical role in shaping the customer success team and expanding our access to patients across the US.

Responsibilities

  • Scale the team to meet growing business needs, 3-4x the current rate of enterprise customers as well as health plan clients
  • Successfully grow our book of business among existing customers
  • Provide top level service to our rapidly growing customer base, sharing the transformative impact of our treatment on their population in order to excite and delight
  • Develop and deepen relationships with key stakeholders within our largest employer and health plan clients 
  • Partner with customers on program goals and KPIs and sharing Virta ROI 
  • Drive and scale a seamless customer onboarding process as we grow through seamless implementations and onboarding processes 
  • Manage and mentor a high performing team of customer success & implementation managers
  • Collaborate with sales counterparts on accelerating account expansions and renewals. Identify renewal risks and implement remediation plans
  • Partner with our patient marketing team to drive adoption and awareness within new & existing customers 
  • Act as a customer advocate internally across our Operations and Product teams to continue to refine the customer and patient experience including customer launches, patient onboarding and enrollment, billing etc. 
  • Define, grow and manage customer success team, processes, and infrastructure

90 Day Plan

Within your first 90 days at Virta, we expect you will do the following:

  • Build relationships with our key customers
  • Build relationships internally with key cross functional counterparts in commercial, product, ops and clinical organizations
  • Develop/refine account expansion and renewal plans 
  • Manage new customer launches/implementations

Must-Haves

  • 10+ years experience in customer service, specifically with healthcare and ideally focused on both large employers and health plans
  • In depth knowledge of the healthcare ecosystem & industry trends 
  • Experience scaling a customer service organization & managing/mentoring growing teams
  • Ability/flexibility to work cross-functionally in a fast-growing company where fast-paced change is the norm
  • Track record of implementing strategies to drive revenue growth through expansion and account retention 
  • Strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
  • Excellent communication and project management skills to align internal and external stakeholders and drive key initiatives forward

Values-driven culture

Virta’s company values drive our culture, so you’ll do well if:

  • You put people first and take care of yourself, your peers, and our patients equally
  • You have a strong sense of ownership and take initiative while empowering others to do the same
  • You prioritize positive impact over busy work
  • You have no ego and understand that everyone has something to bring to the table regardless of experience
  • You appreciate transparency and promote trust and empowerment through open access of information
  • You are evidence-based and prioritize data and science over seniority or dogma
  • You take risks and rapidly iterate

As part of your duties at Virta, you may come in contact with sensitive patient information that is governed by HIPAA. Throughout your career at Virta, you will be expected to follow Virta's security and privacy procedures to ensure our patients' information remains strictly confidential. Security and privacy training will be provided.

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Location

1200 17th Street, Floor 26, Denver, CO 80202

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