Client Onboarding & Implementation

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 and that 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 continues to grow, with fast-growing healthcare companies as our partners. With this growth, we're looking for a Client Onboarding Implementation Lead to work closely with our CEO and members of our leadership team to help us manage the next level of scale. This role will lead our Onboarding team, which helps new groups get set up and launched with our company, and will personally own onboarding for our most complex clients.

What You’ll Own:

• Lead our Onboarding pod, overseeing workflows and people managing the teammates who guide new clients through setup.

• Serve as the escalation point for the Onboarding team, helping unblock clients and teammates when things get stuck.

• Run kickoff calls with new clients, setting clear expectations, timelines, and next steps from day one.

• Act as the main point of contact for high-priority and complex clients, working through tricky situations and getting them fully set up with our services.

• Proactively remove process roadblocks that slow down onboarding and stand in the way of the team's momentum.

• Help build rigorous onboarding systems and playbooks so we can launch more clients, faster, as we reach the next 10x of scale.

• Own cross-functional projects tied to onboarding, working closely with our CEO and other members of the leadership team.

• Support in the hiring and onboarding of new teammates to the Onboarding pod as we rapidly grow.

• Develop your team by providing mentorship, coaching, and building leaders.

• Inspire the team with the example of your leadership, drive, grit, empathy, and high-velocity execution.

What You Bring

• Operational excellence: You have an extremely high volume of what you get done on any given day.

• Ability to wear multiple hats: you’re quick to jump into things, context-switching across different functions dependent on team needs.

• Excellent leadership skills and demonstrated ability to inspire a team.

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

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

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

• Interest in working in healthcare and helping healthcare innovation flourish.

• 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.

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

• 3-5+ years of experience in customer success or related roles.

What We Offer

• Highly competitive salary and equity (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 (some flexibility there other North America time zones)