Director of Customer Success

September 27

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FOLX Health

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Description

• Reporting to the Head of Customer Success and working in close partnership with the COO • Manage a book of business to drive customer engagement, retention, expansion, and advocacy opportunities • Lead implementations, analyze customer data, identify trends, collaborate with sales, marketing and product teams • Serve as the primary point of contact and strategic partner for our top-tier customers • Manage a book of business with key client activities including implementation, member engagement opportunities and ongoing customer success strategies • Drive utilization, identify and market upsell opportunities, and ensure member renewals • Create content for clients in support of education, engagement and utilization of FOLX services • Collaborate cross-functionally with Sales, Product, Marketing and Operations

Requirements

• Minimum of 5 years of experience in Employer Benefits in a customer success, account management, account executive or consultant capacity • 5 years of Customer Success experience at a technology startup; 3+ years in a Customer Success/Account Management leadership role • Proven ability to quantify and drive strategy to hit key metrics including customer retention, customer health, and product adoption • Expert level skills in managing and influencing through persuasion, negotiation, and consensus-building cross-functionally and within your own team • Passion, experience and/or genuine interest in LGBTQ+ healthcare • Strong and efficient written and verbal communication skills • A project management approach to organization, documentation, and detail tracking • Desire to learn, grow and develop as the company grows • Highly organized, able to multitask, and easily adapt to changes • Prior experience working in a high growth startup environment • Experience with Salesforce, Slack, & GSuite is a plus

Benefits

• We are proud to be an equal opportunity employer • We do not discriminate on the basis of race, color, ethnicity, national origin, religious affiliation, sex, gender identity, sexual orientation, disability, or any other legally protected status • Diversity and inclusion means accepting that everyone’s perspective can teach you something • We’re eager to learn