Customer Success Partner

Summary

Join Kyruus Health as a Customer Success Partner and become a trusted advisor to our clients. You will develop and execute strategic account plans, fostering strong relationships with customer leadership and operational management. Responsibilities include delivering exceptional value, conducting regular business reviews, and providing optimization recommendations. You will leverage data to understand customer needs, identify growth opportunities, and encourage customer self-sufficiency. This role requires 5+ years of experience in customer management or consulting, strong relationship-building skills, and proficiency with business tools. Kyruus offers a competitive salary, comprehensive benefits, and opportunities for professional growth.

Requirements

• Use your 5+ years of experience in customer management or consulting experience to cultivate customer relationships grounded in trust, transparency, and mutual respect
• Center customer engagement in a strategic, thoughtful manner
• Ensure a customer is set up successfully for the longevity of the partnership through creating an account plan at the time of a closed deal, facilitating orientation sessions at the time of go-live, and socializing relevant new opportunities and partnerships
• Look for opportunities for customers to increase product adoption or utilization, and collaborate with internal stakeholders as appropriate
• Monitor analytics and performance metrics to provide recommendations on actions the customer can take to better utilize Kyruus solutions to achieve value
• Leverage data to build a compelling story to influence change
• Your customers have a good experience (NPS), realize value (customer health score), and renew their contract (retention)
• You’ve built successful relationships with customers, grounded in trust
• You’ve built credibility as a customer’s champion within your organization
• You're an expert in your customer’s data and well-versed in strategies to optimize performance
• You’ve created and managed a ‘single view of the customer’ within your organization and are proficient with business tools - Salesforce, Jira, Confluence, Excel, and Powerpoint

Responsibilities

• Own the creation of a strategic account plan, mapping activities to measurable goals, ensuring sound execution, and evolving the plan as necessary to make meaningful progress against key milestones
• Develop and foster relationships with customer leadership and operational management, crafting a stakeholder map to ensure appropriate engagement
• Be responsible for strong value delivery and customer experience
• Meet with customer leadership stakeholders to engage in regular business reviews, establishing a relationship as a ‘trusted advisor’
• Meet with the customer operational stakeholders to understand priorities, review performance, and give optimization recommendations
• Employ a consultative lens to understand customers’ core business needs, get to the root cause of requests, and strategize on next steps, triaging to SMEs as appropriate
• Identify customer needs for new products, product expansion, and new partnerships, setting up Sales colleagues for growth opportunities
• Encourage customer self-sufficiency, guiding them to resources such as the Help Page, Kyruus webinars / newsletters, and the Customer Support team
• Capture customer feedback and help internal stakeholders on the Product and Analytics teams understand what matters to the health system market
• Identify advocates from the customer base and help internal stakeholders on the Sales and Marketing teams harvest case studies and champions to speak to prospects
• Report to the Senior Manager, Customer Success in the Customer Success Department within the Delivery Division

Benefits

• Annual bonus program
• Equity
• Medical, dental, and vision benefits
• Unlimited paid time off (PTO)
• Generous paid parental leave
• A home office stipend
• 401(k) program with company match
• A wellness and lifestyle program