Customer Success Manager
Foundation Health
Location
United States - Remote
Employment Type
Full time
Location Type
Remote
Department
Customer Experience
About Foundation Health
Foundation Health is transforming healthcare through an AI-powered digital pharmacy platform that seamlessly connects operational infrastructure with high quality patient experiences. Our mission is to transform patient centric care by connecting fragmented infrastructure, optimizing care coordination, and removing friction from the patient journey.
This ambitious vision is only achievable with the dedication of the right team propelling us forward. We firmly believe that a supportive and inspiring work environment fuels creativity, transforming it into groundbreaking innovation. It is this very innovation that not only benefits our organization but also positively impacts our people, partners, and most importantly, our patients.
About the Role:
As Customer Success Manager, you will focus on delivering tangible value and impact for our existing API, Direct to Consumer, and Enterprise customers, with an emphasis on long-term relationship building and contract renewals. This position is ideal for a former healthcare management consultant, healthcare technology implementation/professional services manager, or experienced customer success manager with healthcare experience who is looking to switch into an entrepreneurial, mission-driven environment.
You’ll collaborate cross-functionally with Sales, Engineering, Product, Business Operations, and external partners to ensure Foundation Health’s solutions meet our customers’ needs and objectives. This role requires an independent problem solver who possesses strong relationship management skills, project/program management expertise, technical literacy, a bias for clarity and execution, and comfort operating in ambiguity across fast-moving priorities. You’ll be accountable for ensuring our customers are getting the most out of their Foundation Health partnership and delivering exceptional experiences every step of the way.
Key Responsibilities:
Maximize NPS, customer satisfaction, return on investment, and utilization for your assigned accounts
Project manage a pool of customers to identify risk and proactively ensure timely escalation, mitigation, and resolution
Identify expansion opportunities with current customers and partner with Sales and CX leadership to showcase Foundation Health’s full suite of solutions and capabilities
Partner with Sales and CX teams in defining and negotiating the terms of expansion and renewal contracts
Establish, manage, and nurture relationships with customer C-Suite and other key customer stakeholders
Provide in-person and remote support and services for your assigned customers
Become a subject matter expert in Foundation Health’s platform, products, and technology
Demonstrate deep functional healthcare technology knowledge to build credibility with internal and customer stakeholders
Collaborate closely across Foundation Health’s teams, including Sales, Marketing, Product, Engineering, and Business Operations, to represent the voice of the customer to enhance our platform, products, and technology
What We're Looking For:
5+ years of progressive customer-facing healthcare consulting/professional services/customer success required (experience with a healthcare SaaS company strongly preferred)
Demonstrated success in owning and navigating customer renewals and upsells/cross-sells
Strong ability to manage and nurture relationships with customer leadership and stakeholders
Flexibility and adaptability relative to thriving in ambiguous, high-pressure environments
Highly organized with strong attention to detail and follow-through
Strong communicator who can lead meetings, align teams, and manage stakeholders independently
Self-motivated and capable of managing multiple responsibilities and customer projects to successful completion
Ability to problem solve and work cross-functionally and execute in matrixed team environments
Passion for Foundation Health’s mission and making a difference in healthcare
Pride in prioritizing our customers above all else and delivering exceptional experiences to our customers every step of the way