Director of Customer Success

ABOUT MEDALOGIX

Medalogix is a one-of-a-kind data analytics company in the post-acute care space. We are transforming home health and hospice agencies by leveraging cutting edge data science, machine learning, and innovative cloud technology to equip clinicians and agencies to provide the right care at the right time.

The Company's five machine learning products have demonstrated improved patient outcomes and reduced cost to the healthcare system, including reduced hospitalization, appropriate and timely transitions to end-of-life care, and optimized visit utilization for patients. Medalogix is poised for tremendous growth, as skilled home health and hospice care are positioned as the lowest cost providers in an industry shifting to value-based care.

POSITION OVERVIEW

We are looking for a passionate and results-driven Director of Customer Success to lead our customer success team and drive customer satisfaction and retention goals. In this pivotal role, you will be responsible for overseeing customer onboarding, training, support, and renewal strategies, as well as cultivating strong relationships with our clients.

The ideal candidate will be an advocate for our customers, ensuring that their needs are met while also aligning with company objectives. You will play a key role in developing the customer success strategy, identifying opportunities for expansion, and facilitating communication across departments to deliver an exceptional client experience.

This role is critical as Medalogix continues to expand and innovate in the healthcare technology space.

KEY RESPONSIBILITIES

• Lead the Customer Success team in developing and executing strategies to drive customer satisfaction, retention, and expansion.
• Oversee the onboarding process to ensure a smooth transition and implementation for new customers.
• Develop and maintain strong relationships with key clients, acting as the main point of contact for their needs and concerns.
• Monitor customer health metrics and utilize data to inform actions and strategies.
• Collaborate cross-functionally with Sales, Marketing, and Product teams to align on customer goals and feedback.
• Manage renewals and upselling processes to maximize account growth and profitability.
• Develop and deliver training programs and resources to empower clients and drive product utilization.

Requirements

QUALIFICATIONS / KNOWLEDGE, SKILLS & ABILITIES

• Bachelor's Degree in a related field; Master's Degree preferred.
• 10+ years of experience in customer success, account management, or related roles, preferably in the healthcare technology industry.
• Demonstrated experience leading and managing teams to achieve high levels of customer satisfaction.
• Strong understanding of customer success metrics and methodologies.
• Exceptional communication and interpersonal skills, with a proven ability to build relationships with clients and collaborate across teams.
• Analytical mindset with experience using data to drive decision-making and strategy.
• Proficient in using CRM tools and customer success software.

PREFERRED SKILLS

• Experience working with home health or hospice care organizations.

Benefits

WHY MEDALOGIX?

• High Growth and Awesome Culture: Medalogix has grown 100%+ for three straight years, with continued material growth planned over the next three years. This success is achieved through passionate, high-functioning talent focused on success. We work hard through our core virtues: Be Badass, Dream Big/Act Small, Do No Harm, and Row Together.
• Meaningful Work: Our products are used by healthcare providers in their day-to-day care programs. Our company’s work directly impacts patient care in the home.
• Modern Technology Products: At the core Medalogix is a technology company. We build modern, cloud-based SaaS software underpinned by data science and data engineering. Our technology team is passionate about using leading tools and practices in our daily work. Our market leading products are designed to equip home health and hospice agencies with technology to provide the right care at the right time. Medalogix products have received recognition from The Boston Globe, Fierce Healthcare, Becker's Hospital Review, HIMSS, and Harvard Business Review.
• Competitive Compensation and Benefits: Medalogix provides big company benefits in a smaller company environment. We provide competitive compensation along with awesome benefits including 401(k) matching.

BENEFITS / INCENTIVES

• Highly sponsored and a variety of Healthcare Plans (PPO, HSA, and FSA)
• Dental and Vision Insurance
• Immediate vesting in the 401(k) with Company Match
• Education Assistance Program/Employee Assistance Program
• Maternity/Paternity Leave
• Celebration of 'Wins' with Team Outings and Events
• Generous Paid Time Off with an additional (8 Paid Holidays, Floating Holiday, and Company Sponsored Volunteering Holiday)
• Free Downtown Parking (When applicable)
• Referral Bonus Opportunity

Medalogix provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.