Director of Customer Success

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Requirements:

• Minimum of 5 years of experience in Employer Benefits in a customer success, account management, account executive or consultant capacity.
• 5 years of Customer Success experience at a technology startup; 3+ years in a Customer Success/Account Management leadership role.
• Proven ability to quantify and drive strategy to hit key metrics including customer retention, customer health, and product adoption.
• Expert level skills in managing and influencing through persuasion, negotiation, and consensus-building cross-functionally and within your own team, at all levels of the organization (entry-level to executive).
• Passion, experience and/or genuine interest in LGBTQ+ healthcare.
• Strong and efficient written and verbal communication skills and a proven ability to build relationships of empathy, trust, and respect with other team members, stakeholders, customers, and partners.
• A project management approach to organization, documentation, and detail tracking.
• Desire to learn, grow and develop as the company grows.
• Highly organized, able to multitask, and easily adapt to changes.
• Prior experience working in a high growth startup environment.
• Experience with Salesforce, Slack, & GSuite is a plus.

Responsibilities:

• Serve as the primary point of contact and strategic partner for our top-tier customers, understanding their unique needs and challenges to deliver tailored success plans.
• Manage a book of business with key client activities including implementation, member engagement opportunities and ongoing customer success strategies aligned with company goals and objectives.
• Drive utilization, identify and market upsell opportunities, and ensure member renewals.
• Create content for clients in support of education, engagement and utilization of FOLX services, and supporting their LGBTQ+ community internally.
• Collaborate cross-functionally with Sales, Product, Marketing and Operations to ensure seamless implementation and onboarding, ongoing product and service support and thought partnership on product roadmap and marketing initiatives.
• Participate in strategic planning and provide recommendations to the Head of Customer Success on processes, tools, strategies and expansion opportunities.
• Partner with the Head of Customer Success on additional projects as assigned.