Director of Customer Success
Posted on 2/22/2023

51-200 employees

Medical credentialing & licensing service
Company Overview
Medallion's mission is to remove as much regulatory complexity as possible so that their customers and providers can focus on what they do best—providing care to patients.
Experience Level
Desired Skills
Sales & Account Management
Customer Success & Support
  • 3+ years supporting Fortune 500 accounts or Enterprise customers
  • 6+ years of Customer Success or Account Management showing progressive management experience leading teams in SaaS or Healthcare Operations companies
  • Commercial Experience
  • Experience driving new and expansion sales
  • Customer Success
  • Experience driving software adoption and leveraging customer success best practices
  • Willing and able to address escalated client issues with speed and urgency
  • Management
  • Demonstrated ability to lead managers and successfully manage a distributed team
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
  • Problem Solving
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Misc
  • Able to collaborate across the organization and with external stakeholders
  • Experience successfully working with senior (C-level) executives
  • Drive customer outcomes, product adoption and customer experience
  • Lead the implementation scoping as part of the sales process
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Reduce churn and drive new business growth through greater advocacy and reference ability
  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
  • Build and lead world-class team:
  • Recruit and develop a high performing team
  • Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
  • Foster collaboration within the Medallion team and across customers
  • Drive operational practices to track performance of teams and individuals
  • Work closely with the Sales and Operations Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
  • Drive account growth outcomes:
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Lead the Enterprise Customer Success Team to be highly motivated and engaged. Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
Desired Qualifications
  • Professional services experience is a plus