Director, Customer Success

| Greater Boston Area
First and foremost, Kyruuvians care deeply about our vision to enable human beings to care for human beings, our mission, and our CORE values: 
Caring – We care about doing the right thing, in the right way, every time. 
Ownership – We own both our successes and our mistakes, taking responsibility and always learning how to be better.
Respect – We respect and celebrate the individual traits that enable each of us, our customers, our providers, and our patients, to be the best that we can be. 
Empowerment – We embrace a culture that supports everyone’s ability to contribute and lead.
Here is what it would mean for you in the Director, Customer Success role.

Caring

  • You’ll directly contribute to our vision and mission through owning all business and operational aspects of Kyruus’ Customer Success programs. As a master of Customer Success philosophy and framework, you will bring a proactive data driven approach to enabling our customers to achieve their strategic goals.

Ownership

  • You’ll lead, coach and motivate a team of Customer Success Managers through the next chapter of Kyruus’ growth story.
  • You’ll play an integral role in the customer journey and play a key role in our customers realizing a significant return on their investment. 
  • In collaboration with our customers, you’ll take a data driven approach to adoption, usage, and value realization of the product. 
  • 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. 
  • You’ll drive innovation in customer success programming within the team and across customer lifecycle; encourage continuous learning within the team. 
  • You’ll report to the Vice President, Customer Success & Support in the Customer Success & Support Department within the Delivery Division.

Respect: How You'll Use Your Professional Skills

  • You’ll use your 7+ years of experience in provider data management, digital marketing or healthcare operations knowledge to:
  • Lead development of frameworks and processes that scale with our growth to drive customer value while maintaining cost of service. Managing the ongoing customer relationship, ensuring that Kyruus customers 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, which will in turn 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 and lead value based story telling (through PowerPoint) that leads to greater adoption and reference-ability.
  • You’re able to deploy playbooks and structure into customer success operations while defining and evolving internal operational methodology and processes to further grow the Customer Success function.

Empowerment: How You'll Know You're Succeeding

  • You have experience in building the fundamentals and scaling a Customer Success team and mindset in a high growth SaaS environment. 
  • You inspire and create a company-wide culture of Customer Success with particular emphasis on partnering closely with our Account Management, Implementation, Support, Analytics and Product Teams.
  • You’re comfortable being appropriately disruptive in challenging the workflows of the customer in an effort to drive further adoption and retention.
  • You are proficient with the tools of the customer success trade - Powerpoint, Salesforce, Jira, Confluence, BI, Excel.
  • You have innovative ideas about Customer Success.
  • You are a true leader who aims to inspire your team and customers alike.

Where You'll Go From Here

  • Kyruuvians in the Director, Customer Success role can move in a more linear career path and step into the Senior Director, Customer Success role. From there, Kyruuvians can become Delivery Team Leaders or Senior Customer Focused individual contributors. 
  • Kyruus also loves to see an internal transfer. If a linear career path is not what you’re looking for, you can work with your manager and HR to explore lateral moves to other parts of the organization as you continue to grow with us.

Equal Opportunity Employer
Kyruus is dedicated to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, genetic information. We will not discriminate, in any employment decision, against any individual or group on the basis of race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, genetic information, or veterans/national guard/military reserve status. This shall be done in compliance with all applicable federal, state, and local laws in every location in which Kyruus has facilities. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • FlaskLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • GoodDataAnalytics
    • InVisionDesign
    • SalesforceCRM

Location

51 Melcher Street, Boston, MA 02210

An Insider's view of Kyruus

What's something quirky about your company?

We Kyruuvians add k’s and “:u”s to commonly used words, tools, APIs, pretty much anything that contributes to our own growing lingo. For example, we have an employee recognition program that’s called Ku:udos, Kamunda is Kyruus API wrapper for Camunda (a workflow engine), Downloadu:ur is a tool to deliver reports to clients, and you get the idea!

Nausheen

Vice President, Engineering

What's the biggest problem your team is solving?

Our platform ingests, parses and organizes data from health systems' provider and scheduling data, providing customers with a platform to make finding a doctor and booking an appointment as easy as booking a seat on a flight. Scaling our match capabilities with new sources of data, algorithms and presenting it simply are current areas of focus.

Chris

CTO

What are Kyruus Perks + Benefits

Kyruus Benefits Overview

We have free snacks/food/drinks, awesome health/dental/vision benefits, Wellness + Commuter reimbursement, performance bonus, unlimited vacation, and more.

Culture
Volunteer in local community
Resilient Coders, Cradles to Crayons, Greater Boston Food Bank, United Way, Breakthrough Greater Boston, RAINN
Friends outside of work
Intracompany committees
D+I Group, Women in Product Development, Book Club
Daily stand up
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Dental Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
You betcha! Healthy = Happy. 300$ a quarter to spend on things that make you a better you!
Retirement & Stock Options Benefits
401(K)
Company Equity
Share in our success!
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Eligible employees get 20 days of paid sabbatical after their first 6 years of working at the company.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Annual/Quarterly Launch Parties, Trivia/Game/Movie Nights, Ice Cream Socials, Scavenger Hunts just to name a few and, of course, just good ol' fashions drinks and/or food after work.
Game Room
More boardgames than you'll ever be able to play in a lifetime! Videogames too. Favorites - SmashBro's, RocketLeague, Halo 1 (pistols), MarioKart / Diddy Kong, 007, Conquers BFD, any N64 game really.
Stocked Kitchen
Of course. Seltzers (salsa?), candy, snacks, chips, all the things.
Some Meals Provided
Catered lunch on Fridays.
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Acme Co. hosts lunch and learn meetings weekly.
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Career mentoring, Leadership mentoring.

Additional Perks + Benefits

We have all the standard tech company perks (perhaps minus some of the "google-level" stuff like volleyball courts/sleeping pods/trips to the real Hogwarts/personal helicopters, tame+alive helper dinosaurs/etc) but what sets us apart is our people. We care about our mission - making healthcare better - and it comes through in our culture. Not only are Kyruuvians the smartest folk on the block (you wont hear us say that btw) we are also some of the most kind, caring, and helpful humans one could hope to meet.

Working here, and being part of this team is truly awesome.

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