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About the Role
Lead the strategic health and growth of high-value customers, bridging executive strategy and tactical execution. Own the entire customer lifecycle, from sales-to-service hand-offs and onboarding to delivering high-impact Quarterly Business Reviews for C-suite stakeholders. Act as a primary internal advocate, collaborating with R&D and Product Support teams to resolve technical escalations and ensure platform functionality aligns with clinical and financial goals. This role requires an assertive professional adept at translating complex data into actionable strategies within fast-paced environments.
Responsibilities
- Serve as the primary point of contact for enterprise customers, building trust-based relationships to ensure value, retention, and revenue growth.
- Design and deliver high-impact Quarterly Business Reviews (QBRs) that translate complex usage metrics into actionable narratives.
- Own the customer lifecycle, partnering with Sales and Implementation teams to create value-driven success plans.
- Proactively drive usage growth by identifying new user groups, conducting training, and providing best practice blueprints.
- Utilize Vitally, HubSpot, and generative AI to monitor account health and identify risks, optimizing interoperability and workflows.
- Act as the 'Voice of the Customer' by synthesizing client feedback to influence the product roadmap and managing technical escalations.
- Monitor usage metrics and data trends to proactively address deployment hurdles and mitigate risks.
Requirements
- 7+ years of experience in Enterprise Customer Success, Account Management, or Strategic Consulting with a proven track record of managing a high-revenue portfolio (e.g., $2M+ ARR).
- Deep understanding of public sector ecosystems, including experience with state or local government agencies, municipal departments, or community-based organizations.
- Familiarity with government procurement, health and human services programs, or public-private partnerships.
- Demonstrated ability to build trust-based relationships with C-suite leadership.
- Ability to deliver high-impact Quarterly Business Reviews (QBRs) that translate complex data into compelling narratives.
- Expert-level command of Customer Success platforms (Vitally), CRM tools (HubSpot), and the use of Generative AI.
- Extensive experience owning the 'Sales-to-Service' hand-off and the end-to-end implementation lifecycle for complex, multi-stakeholder enterprise clients.
- Proven ability to synthesize client feedback into actionable product requirements and manage technical escalations with engineering teams.
- An assertive self-starter who thrives in fast-paced, ambiguous environments and is motivated by a mission to improve social determinants of health (SDoH).
- Strong ability to monitor and interpret usage metrics to proactively address deployment hurdles and optimize user adoption blueprints.
Skills
- Customer Success platforms (Vitally)
- CRM tools (HubSpot)
- Generative AI
- Public sector ecosystems
- Government procurement
- Health and human services programs
- Public-private partnerships
- Executive presence
- Storytelling
- Data analysis
- Technical advocacy
- Strategic problem-solving
Location
- Austin, Texas
- Madison, Wisconsin
Work Type
- In office
- Full-time
Experience Level
- Senior
- 7+ years
Benefits
- 401k & equity grants
- Free food and onsite gym at our Austin HQ
- Paid parental leave
- Competitive PTO & 10 paid holidays
- Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage
- Dog-friendly office in Austin HQ
- 24/7 access to telemedicine and counseling
- Book Purchasing Program
- Culture Committee
- Leadership Development Training
- Paid Volunteering Time
About the Company
- We believe being together enables stronger relationships, collaboration, and culture.
- We’re building a diverse, inclusive team.
- You’re welcome here. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities.
Equal Opportunity
- It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws.
- Accommodations are available for applicants with disabilities.