About Us

Medici is a global and rapidly growing startup focused on building a culture of innovation, collaboration, and leadership in healthcare tech. Our team is awesome and we’re all driven by the impact that we are making on healthcare and in people’s lives. The vision of where we are going is clear but the terrain is always changing and we move quickly to adapt. We have amazing investors and advisors who trust us to build a great product that not only generates revenue to support our growth and impact but delivers real value to our users in the form of high quality, high availability care, and improved outcomes.

About the Product

Medici is a healthcare platform that puts the power of modern communication tools in the hands of all Doctors and Patients. We believe that just being able to have a conversation with your doctor or other healthcare professionals can significantly improve the healthcare experience. Your family, friends, and coworkers are just a tap away via text, voice, or video - why shouldn’t it be the same for your Doctor? Our platform is changing the way that doctors and patients interact and we’re extremely passionate about doing our part to help our fellow humans get the care and advice they need.

About You

We are looking for a Head of Client Success to join Medici full-time. This individual will be responsible for managing our Client On-boarding & Implementation, Client Support, and Physician Relationship Team. The goal of this role is to lead our Client Success team in developing a strategy to delight our clients by demonstrating excellence in on-boarding, communication, growth and retention while delivering World-Class net promoter score. We are looking for someone with strong analytical skills which will be responsible for reporting results directly to the Executive Team. This position reports to the Vice President of Digital.

Responsibilities

• Manage both CSM and Support across two platforms
• Drive customer retention and revenue growth within the existing customer base
• Provide accurate weekly, monthly, and quarterly utilization reports
• Build strong cross-department relationships to help improve internal processes
• Collect and share customer feedback with our Product Development and Executive Teams
• Create and oversee team OKRs 
• Drive customer growth and retention strategies
• Create career growth plans for team members, conduct regular 1:1’s, provide coaching and real-time feedback
• Liaison between the executive team, sales team, and product and engineering team
• Provide feedback and suggestions for program improvement
• Serve as the main point of contact for escalations for your team and customer base

Qualifications

• 5+ years of experience overseeing a Customer Success team in the mobile/web app or software space (bonus for healthcare industry experience and/or interacting with physicians,clinical, and administrative staff)
• Bachelor’s degree or equivalent experience 
• Experience in a SaaS environment with a proven track record in a client-facing role, engagement, providing excellent customer service while exceeding revenue and growth targets
• Ability to create effective customer retention strategies, identify client risk, and create an action plan to prevent churn
• Be data-driven, analytical, project-oriented, and process-oriented.
• Experience in identifying and implementing efficiency improvements in an implementation environment
• Excellent communication, technical, and problem-solving skills
• Strong business and leadership skills with the ability to lead, coach, and grow a highly motivated CSM team
• Track record of high client satisfaction ratings
• Able to work full time from our Austin headquarters

If this description describes you and you have a strong sense of empathy for both physicians and patients, and a passion for improving the way healthcare is delivered, we urge you to apply today.

Benefits

• Competitive salary and health insurance coverage (medical, dental, vision)
• Flexible work schedule 
• Catered lunch three times a week
• On-site gym and showers
• Free parking