People join Kyruus to make a meaningful impact in improving healthcare, and as the Director, Customer Success at Kyruus you’ll be a critical team member in the effort to deliver product value that enables our customers to seamlessly connect patients to providers. In collaboration with our customers, you will drive adoption, usage, and value realization of the product. Additionally, you’ll collaborate across the company in communicating how our product roadmap supports our value proposition, answers customer use cases and be a true consultative partner to our customers’ in prescribing best practices to maximize value.

Responsibilities:

• You will be part of a small team of Customer Success evangelists supporting Kyruus customers with a deep focus and expertise on digital marketing.
• Lead development of customer relationships to drive customer value. Managing the ongoing customer relationship, ensuring that they are realizing the expected value from our solutions.
• Become an expert in our software and service solutions. Use a consultative approach to drive best practices.
• Ensure positive customer success outcomes - increase renewal rates and drive expansion in existing Enterprise accounts; influence future lifetime value through higher product adoption, customer NPS and overall health scores; drive new business growth through greater advocacy and reference-ability.
• Inspire and create company-wide culture of Customer Success with particular emphasis on partnering closely with our Account Management, Implementation, Support, Analytics and Product Teams.
• Measure effectiveness of Customer Success programs - define operational metrics for team; establish system for tracking metrics; create cadence for review within team; expose subset of metrics to executive team and company.
• Drive innovation in customer success programming within team and across customer lifecycle; encourage continuous learning within team.
• Deploy playbooks and structure into customer success operations while defining and evolving internal operational methodology and processes to further grow the Customer Success function.
• Coach CSM team members as needed to ensure strategic renewal success and achievement of NPS.

Requirements:

• You have a Passion for improving healthcare.
• You have deep experience leading Customer Success teams in SaaS organizations.
• You have experience in servicing IT operations and business owner customer groups in hospitals and health systems with a particular focus on digital marketing.
• You possess executive level problem solving skills, interpersonal skills and are a strong communicator.
• You have start up experience and attitude; ability to adapt quickly to change and to collaborate across multiple functions/departments.
• You possess a quantitative and analytical approach to problem-solving.
• You are proficient with the tools of the customer success trade - Salesforce, Jira, Confluence, BI, Excel, Powerpoint.
• You have innovative ideas about Customer Success.
• You are a true leader who aims to inspire your team and customers alike.
• Director, Customer Success will be based out of Kyruus headquarters in Boston, MA.
• Ability to travel up to 30% of time.

Role Specific Requirements:

Director, Customer Success Digital Marketing (open to external candidates)

• Digital marketing expert with 7 - 10 years experience, and a superior record of Internet revenue generation and outstanding customer service.
• Demonstrated mastery of the language and science of digital marketing including Google Analytics, Google Tag Manager, Google Search Console, Search Engine Optimization (SEO), Moz, and funnel management, optimization and conversion.
• Ability to turn strategic customer goals into executable steps forward.