Director of Customer Success

Summary

Join Kalderos as the Director, Customer Success and lead the customer success department's strategy, execution, and performance. Set the vision and goals for the team, aligning them with company objectives, and measuring key metrics such as customer satisfaction, retention, churn, upsell, and cross-sell. Manage the hiring, training, coaching, and development of Customer Success Managers (CSMs). Collaborate with other departments to enhance the customer experience and value proposition. Build and maintain strong relationships with key customers. Develop and implement strategies to drive revenue growth from existing customers. Lead and motivate the customer success team, fostering a collaborative, high-performance culture. This role requires strong leadership, communication, and relationship-building skills.

Requirements

• Bachelor’s degree in business, science, technology, or healthcare administration field
• 10+ years of professional experience building and maintaining customer relationships
• 3+ years of professional experience building and scaling customer success teams
• 5+ years of demonstrated experience in administering and/or implementing a medical claims, healthcare data management, or similar SaaS/cloud-based product
• 5+ years of experience working with Salesforce or equivalent CRM system
• Deep understanding of software businesses, with knowledge of both the subscription and renewal models
• Self-starter with a proactive work ethic and an entrepreneurial and accountable mindset
• Ability to work both independently and collaboratively in a team-focused environment
• Ability to align a team to goal-based activities in a fast-paced and dynamic environment
• Ability to work on multiple projects, define tasks, and assign priority levels with minimal supervision to meet deadlines
• Data-driven and analytical; able to use data to measure the impact of solutions on the business to help drive adoption and ROI
• Ability to solve complex, multidisciplinary problems in an analytical and data-driven manner, and implement solutions while driving business growth
• Ability to ruthlessly prioritize to execute key projects within set timelines with multiple competing demands
• Desire to take ownership of challenges or problems and solve them autonomously
• Ability to persuade others and create a compelling point of view and defend it with customers and internal stakeholders
• Sense of timeliness and urgency to address issues and resolve them expeditiously in an ambiguous and dynamic environment
• Exceptional attention to detail, relationship building & problem-solving skills with strict adherence to policies, controls, procedures, and timelines
• Trustworthy and dependable, with the ability to live with integrity and deliver on promises
• Excellent communicator, with an entrepreneurial mindset. Ability to build internal and external relationships that drive business for both parties and move the relationship forward
• High level of proficiency with an office suite (such as Google for Business Applications or Microsoft Office)

Responsibilities

• Develop and execute a customer success strategy that aligns with broader business goals
• Partner with Customer Success leadership to determine the metrics, health scores, and KPIs relevant to Customer Success
• Analyze customer data and metrics to identify trends, opportunities, and areas for improvement
• Communicate and prioritize customer and CS needs to cross-functional teams and executive leadership
• Monitor customer health and product adoption; provide regular reports to leadership highlighting areas of risk and mitigation plans
• Partner with sales leadership to support customer pre-and post-sales activities
• Work with Customer Success Operations to implement new processes that drive efficiency and ensure data accuracy
• Develop expertise in products and the value proposition of the platform for all stakeholders in the 340B and Medicaid space
• Build and maintain strong relationships with key customers, acting as a trusted advisor and advocate
• Proactively identify and address customer issues and concerns to ensure a positive customer experience
• Collaborate with other departments (e.g., sales, engineering, finance, product) to ensure a consistent and positive customer journey
• Collaborate with the sales team to identify opportunities for upselling and cross-selling to existing customers
• Develop and implement strategies to drive revenue growth from existing customers
• Hire, train, and mentor a team of Customer Success professionals by aligning customer and business goals to create a cohesive, data-led, and customer-informed process
• Lead and motivate the customer success team, fostering a collaborative, high-performance culture
• Guide team alignment of activities to achieve company goals and team priorities by leveraging best practices and repeatable processes and providing the necessary tools and resources needed for success
• Onboard new team members efficiently and effectively
• Provide guidance and coaching to team members as they develop strategic value plans for each account
• Oversee relationship management across the entire CS team
• Add value to customer relationships and drive desired customer goals by actively participating in customer discussions and/or by testing and implementing proven approaches within the team
• Minimize customer escalations through proactive and holistic account monitoring and stakeholder engagement/management
• Hire, train, and mentor customer success managers, and provide the necessary tools and resources needed for success
• Conduct regular performance reviews and provide constructive feedback to team members

Preferred Qualifications

• Advanced degree in pharmacy, life science, healthcare administration, or accounting
• Experience with the 340B program and/or the Medicaid Drug Rebate program (pharmacies, hospitals, clinics, PBMs, state/federal agencies)
• Working knowledge of retail pharmacy and/or hospital pharmacy billing systems

Benefits

• Medical, Dental, and Vision benefits
• 401k with company match
• Flexible PTO with a 10 day minimum
• Opportunity for growth
• Mobile & Wifi Reimbursement
• Commuter Reimbursement
• Donation matching for charitable contributions
• Travel reimbursement for healthcare services not available near your home
• New employee home office setup reimbursement