Director of Customer Success at Bright.md
Portland, OR, US

We're making healthy happen faster! Bright.md helps primary care providers deliver remarkably efficient, high quality, delightful asynchronous virtual care, improving provider efficiency by as much as 90%, increasing care quality by 2x, and delighting patients and providers with a new experience of care. 

 
Much more than “telehealth,” we build products that bridge the communication gap between patients and providers, automating the remote care delivery process for clinicians at major health systems. This unique approach means that we enable a 10x reduction in cost and provider time, markedly better clinical outcomes, and major improvements in both patient and provider satisfaction.
 
We are seeking a Director of Customer Success with demonstrable experience building and leading best-in-class Customer Success teams, including support, within the healthcare software industry. We offer autonomy, accountability, and mission-driven colleagues who care about making an impact. This position is full-time, located at our HQ in Portland, OR.
 
Overview
 
The Director of Customer Success is focused on ensuring our customers derive maximum value and utilization from our technology and services such that they renew, expand, and become fierce advocates for us in the market. This person will own and manage executive relationships across our strategic customers, lead and manage growing Customer Success and Support teams, and influence future lifetime value through expanded product adoption, customer satisfaction, and overall customer health scores. The Director of Customer Success drives focus and excellence across all post-live functions and touchpoints with our customers, including both customer support and success.  
 
You will: 
 
  • Drive customer loyalty and ensure that our customers are satisfied and are realizing measurable value from our products, support, and services
  • Direct the creation and implementation of customer-specific success plans across our customer base
  • Partner with Implementation Services, Adoption Marketing, Sales, and Product Management to drive overall customer satisfaction 
  • Direct the development and execution of business plans that drive to achievement of retention, growth, margin, and budget objectives
  • Analyze customer needs and identify additional opportunities to implementation best practices and stimulate account growth and satisfaction 
  • Act as a customer advocate within the organization, identifying future software requirements, industry trends, and opportunities to make product recommendations for product development and product management concerns that are customer-facing
  • Develop and enhance relationships with key customers through regular, direct interaction 
  • Partner effectively with all departments including marketing, sales, product, engineering, and finance, to deliver effective Customer Success and Support programs for our customers
  • Select, manage, coach, and motivate customer-facing leaders to build relationships and drive improved operational results for our customers
  • Foster a culture of customer-centricity, and stimulate professional growth and development within the Department
  • Develop a team of Customer Success Managers who deeply understand our customers’ objectives and become trusted right-hand advisors
  • Develop a team of Customer Support Representatives who deliver and drive best-in-class support to our live customers
  • Develop, execute, and sustain mechanisms to drive positive customer support engagement and experiences
  • Act as a customer escalation point for key post-live issues, own and drive escalations to resolution
  • Identify both internal and customer-facing support tool and documentation gaps
  • Implement technical and soft-skills training and develop best practices to continuously improve performance within the Customer Support team
 
You may be a fit for this role if you have:
 
  • 10+ years of progressive management experience leading customer success, account management, customer support, or professional services teams, with significant time spent in a SaaS or subscription enterprise software company
  • A strong degree of comfort diving in and cultivating product knowledge needed to expertly operate Customer Success and Customer Support functions
  • Proven experience leading customer teams, driving upsell and expansion revenue, and leveraging customer success best practices
  • Demonstrated ability to develop strategies, translate them into initiatives, and track successful delivery with a bias towards action
  • Possessed a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Are able to be flexible and agile in responding to evolving business priorities and comfort in dealing with ambiguity
  • Have excelled at customer executive relationship management within the healthcare industry
  • Hold strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Are willing and able to address escalated client issues with compassion, speed, and urgency
  • Have deep knowledge of the US healthcare industry and its operations 
  • Earned a bachelor’s in Business or related field (MBA preferred)
 
We know that diversity makes for the best problem-solving and creative thinking. We are dedicated to adding new perspectives to the team and encourage everyone to apply if your experience lines up with what we are looking for.  
 
What We Offer
 
A Great Place To Work
One of the most exciting startups in Portland, we've already been recognized as a leader in virtual care by Forrester and named a Gartner Cool Vendor. We've closed our third major round of funding and work with clinical partners who are leaders in healthcare innovation. Our team is dedicated to leading the industry into the future of healthcare delivery.
 
We're glad that you're interested in being part of a team that's driven to make a difference. At Bright.md, your ideas will be valued, your efforts recognized, your growth fostered, contributions rewarded, and successes celebrated. You'll have the autonomy to allow your talents to shine, and we'll provide the support you need to develop your interests and skills.
 
We offer a great set of benefits, including employee ownership through great stock options, health insurance with premiums coverage, a 401K program, parental leave coverage, pre-tax transportation dollars, and more.
 
On top of that, you'll be working with a team that knows how to have fun and supports all aspects of  living. We play games in the office, run company-sponsored races together, have team lunches, picnics, and happy hours, and host celebrations for milestones, big and small. We value volunteering - big groups and small make time to support our community. We also recognize that life doesn’t fit neatly into boxes, which is why you’ll sometimes see furry companions under desks and small children curled up on bean bag chairs.
 
 
Ready to Apply?
 
Fill out the application below. Be sure to send a resume, and a cover letter that lets us know why this role resonates with you, and why you are a great fit!