[Hiring] Head of Customer Success @Verily

Role Description

The Head of Customer Success will lead a team of Account Managers who onboard, maintain and grow customer accounts for our Care Delivery business. Your team will be responsible for deepening the relationships, increasing product utilization and growing the adoption of new products and services across our customer base, including health plans, healthcare providers, employers and third-party partners.

• Drive retention and growth of Care Delivery solutions at health plan, healthcare provider, employer and third-party partner accounts by ensuring customers have the right services, support, and program governance to achieve results.
• Develop and maintain executive relationships with leaders at our accounts that help Verily and its customers achieve their combined goals.
• Track and report metrics related to customer experience including implementation progress, overall customer health, and retention/renewal/expansion.
• Standardize our account playbook, including onboarding, training, customer success management, renewals, QBR execution and advocacy capabilities, and partner with the account management team to tailor them to meet customer needs.
• Recruit, train and develop account managers in order to achieve Care Delivery customer success metrics.

Qualifications

• 7+ years of experience in healthcare, employer benefits or insurance industries.
• Proven track record of working with senior-level executives for client relationship management and consultation within health care benefits sector.
• Excellent listening, communication, critical thinking, and problem-solving skills.
• Digital health / virtual care sales or account management experience.

Requirements

• Health plan / payer experience.
• Strong business and financial acumen; strong problem-solving, judgment and analytic skills.
• Prior management experience in a fast-growing organization.
• MBA or related advanced degree.
• Qualified applicants must not require employer sponsored work authorization now or in the future for employment in the United States.

Benefits

• The US base salary range for this full-time position is $137,000 - $205,500 + bonus + benefits.
• Salary ranges are determined by role, level, and location.
• Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
• Compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.