Customer Strategy and Operations

About the Company

We’re building infrastructure that makes healthcare innovation easier. Our customers already serve 3+ million patients and manage $15+ billion in annual medical spend. Today, we work with leading healthcare groups backed by top Silicon Valley investors such as Sequoia, General Catalyst, Y Combinator, Kleiner Perkins, Stanford, Khosla Ventures, and others. Our mission is to enable more innovation in healthcare—so more patients receive affordable care.

About our Team

Our leadership previously founded and led a national digital health company (>$15M raised), with a team of 100+ employees across the US, which sold to a 1,000+-person incumbent. We’re a tight-knit team that’s driven to move fast and take on some of the biggest problems in healthcare and ultimately improve patient lives.

About the Role

Our business is growing quickly, with leading healthcare companies as customers, and our Customer Success function is growing right along with it. We're looking for someone to join our Customer Success team and help drive that momentum forward.

In this role, you'll own a portfolio of clients and be responsible for ensuring they successfully launch and scale with us. You'll work directly with clients to understand their challenges and get them properly structured across all 50 states, and cross-functionally with internal teams to build the systems that let us onboard and scale healthcare groups faster and more reliably.

This team is at the tip of the spear, making it dramatically easier to launch and scale a healthcare business. If you're excited about what we're building, we'd love to speak with you.

What You'll Own

• Own the relationship with our largest enterprise clients, serving as the main point of contact throughout their onboarding and taking responsibility for their overall experience.

• Own a portfolio of clients across the full journey—from scoping and helping close late-stage deals, to leading the implementation of a new healthcare group, to optimizing established accounts.

• Lead regular meetings with your key clients to strengthen the relationship, understand evolving needs, and drive long-term success.

• Own significant business outcomes and the metrics that matter, including minimizing time-to-live for new clients and driving successful, durable launches.

• Dig into data to root-cause client issues and turn your findings into data-informed recommendations and solutions.

• Own the end-to-end implementation roadmap for new clients, ensuring a seamless launch and getting them properly structured across all 50 states.

• Proactively remove process roadblocks that stand in the way of the Customer Success team's progress and momentum.

About You

• 3–6 years of experience in Strategy & Ops, Customer Success, Account Management, Consulting, Ops, or a similarly rigorous client-facing and operating role at a high-growth company.

• Direct client-facing experience, with a track record of owning relationships and being the trusted point of contact for key accounts.

• An eye for identifying process improvement opportunities and creative ways to better structure operations.

• Experience building scalable systems and processes that help a team work more effectively.

• Comfort digging into data to find root causes and inform your recommendations.

• Exceptional operational output; you get a high volume of quality work done on any given day.

• The ability to manage multiple competing priorities and drive complex projects to completion while aligning various stakeholders.

• Strong written and verbal communication, with the ability to build trust with clients quickly.

• Strong attention to detail and a track record for getting the details right.

• Self-motivated, resourceful, and quick to take initiative in ambiguous situations.

• An interest in working in healthcare and helping healthcare innovation flourish.

• Talent magnetism: exceptional people want to work with you.

• Leadership and drive; you have a hunger for self-improvement and want to be around the most talented teammates who push you toward it. (Kobe said it best.)

• Excited by a fast-paced, startup culture where you'll navigate ambiguity and solve big problems, with very high autonomy.

What We Offer

• Highly competitive salary and stock options (we want you to share in our growth)

• Compassionate, fun, and mission-driven culture of excellence and innovation. (We help companies bring new life-changing care models into the world.)

• Many growth and advancement opportunities (the company is growing fast, so there are many opportunities to step up).

• Hybrid set-up. Preference for either New York or Toronto, but open to elsewhere.

• Paid Time Off: Vacation days and paid holidays.

• Comprehensive health plans so you feel your best.

• Culture of mentorship, learning, independence, and critical thinking.

• This role has a preference for Eastern Time (EST) hours (but there can be some flexibility there)