Customer Success Manager

Memora Health is building an operating system for care delivery that implements intelligent workflows to streamline care delivery and revolutionizes the patient experience outside the care setting. We offer an end-to-end platform that unifies fragmented health care data to enable providers, payors, and life science companies to automate care delivery operations - from patient communication to documentation to reimbursement. We uniquely use artificial intelligence to digitize existing care delivery workflows, giving clinicians infrastructure that learns from every encounter they have. Memora supports a full suite of virtual care systems from automated patient intake and scheduling to remote monitoring and care pathways to billing and documentation. Memora is backed by Andreessen Horowitz, SV Angel, Kevin Durant, Martin Ventures, and several healthcare strategic groups.

Memora has established a significant presence within health systems and is beginning to rapidly scale operations in... this market as well as expanding focus to the broader healthcare ecosystem. To do so, we are growing our team and are excited to bring on a Customer Success Manager with expertise in healthcare. This role is an opportunity to start on the ground floor of one of the fastest-growing healthcare companies and to help shape its customer experience and success. In the process, you will have the opportunity to impact how the nation’s largest health systems and plans deliver care.

In this role, you will have a critical responsibility of managing the customer experience from implementation to program success. You will work closely with customers and build best practices for how they and future customers can succeed. The work will have a direct impact on patient care and outcomes. You should not only be driven by the problem we are solving but also by the innovative approach and technology that we are applying to healthcare. We’re looking for someone with exceptional curiosity and enthusiasm for solving hard problems. This role will report to our VP, Operations.

Primary Responsibilities:

• Develop strong, lasting customer relationships
• Oversee product implementations and clinician onboarding
• Create decks, handouts, and webinars for customer onboarding
• Conduct aggressive outreach to clinical groups at a customer site to identify expansion opportunities
• Establish metrics for success and negotiate Statements of Work
• Proactively identify renewal opportunities
• Track product usage metrics to identify areas of improvement and inform product roadmap
• Translate customer concerns, issues, and requests into actionable product roadmap items
• Publish case studies to highlight the efficacy of the Memora platform and facilitate lead gen
• Report to CEO on customer status and scaling challenges

Qualifications (Required):

• Minimum 3 years experience in customer success
• Experience doing customer success or account management in healthcare
• Strong analytical skills to establish metrics for success
• Highly organized - you probably enjoy checklists, Gantt charts, and planning
• Exceptional communicator - you love speaking with external customers
• Flexible hours
• Bachelor’s degree

Qualifications (Bonus):

• Prior experience working at a healthcare technology company
• Prior experience at a small company (<500 people)
• Experience managing and utilizing a CRM to forecast renewals and customer upsells

What You Get:

• Join one of the fastest-growing, venture-backed health tech companies
• Work alongside a world-class team to help build and scale Memora
• A dedicated external advisor who is an industry leader in customer success
• Shape how leading health systems and plans think about their patient outreach and engagement strategies
• Improve the way care is delivered for thousands of patients
• Gain deep expertise about healthcare transformation and direct customer exposure with the country’s most innovative health systems and payers
• Competitive salary and equity compensation with benefits including health, dental, and vision coverage, flexible work hours, paid maternity/paternity leave, bi-annual retreats, personal Macbook, and a 401(k) plan