About Medallion:

Healthcare is going through an unprecedented transformation towards digital care. Medallion provides the critical administrative infrastructure to make that change possible. Our platform enables organizations to license their providers in new states, verify existing credentials, and get in-network with health plans. In just over two years, we’ve launched our platform, built an all-star team, powered hundreds of great companies, and served thousands of healthcare providers across the industry. To date, Medallion has saved over 250,000 administrative hours for our customers!

Founded in 2020, Medallion has raised $85M from world-class investors like Sequoia Capital, Google Ventures, Spark Capital, Optum Ventures, and Salesforce Ventures.

About the Role:

The VP of Customer Success at Medallion will be responsible for running both Customer Success and Account Management. The core focus of Customer Success is to drive adoption of Medallion’s products, monitor customer happiness and drive customer satisfaction. Account Management is responsible for driving commercial activity in renewal, upsell and cross-sell of existing accounts. The VP of Customer Success will take on an existing team of ~10 CSMs/AMs and continue to grow it over time. This role will report directly to Medallion’s CEO & Founder, Derek Lo.

Core Responsibilities

• Leadership
  • Recruit excellent Customer Success Managers and Account Managers
  • Run a high-performing team and lead from the front, rolling up your sleeves and getting into the weeds where needed
• Customer Success
  • Drive customer outcomes, through product adoption and delivering an amazing customer experience
  • Maintain consistent insight into and continuously improve customer health across the entire lifecycle (implementation, time to first value and ongoing relationship)
  • Be a champion of our customers and create tight feedback loops between our customers and internal teams
  • Drive new business growth through building advocacy and reference-ability within our customer base
• Account Management
  • Drive successful renewal and expansion ARR of existing customers
  • Create strategies to identify opportunities for cross-sell and upsell

Qualities / Experience we’re looking for:

• 12+ years of Customer Success and/or Account Management experience
• Experience in a B2B enterprise customer environment across multiple market segments (MM, Enterprise, Strategic)
• You have experience working with a complex product (ideally a multi-product business)
• Proven track record of driving client satisfaction, retention, and growth
• Strong operational capabilities to scale Customer Success and Account Management functions
• Ability to collaborate across the organization and with external stakeholders
• Experience successfully working with senior (C-level) executives
• Commercial expertise
  • Experience driving renewal, upsell and cross-sell expansion of accounts
• Customer Success experience
  • Experience driving product adoption and leveraging customer success best practices
  • Willing and able to address escalated client issues with speed and urgency
• Leadership experience
  • Demonstrated ability to lead managers and successfully manage a distributed team
  • You have a high degree of empathy
    
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Problem solving ability
  • 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

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