the Role

Head of Customer Success

Hybrid
TBD
5+ Years

About the Role


Codex Health
is a highly mission-driven startup building modern and intuitive AI-driven software products for healthcare providers and patients. We’re committed to working on challenging problems that lead to better patient outcomes and transformative health care, and are working closely with major health systems. Codex is backed by Samsara BioCapital.

Codex is actively looking for a Head of Customer Success to join our talented team. You will be responsible for supporting our customers and contributing to the successful adoption of patient and provider-facing mobile applications that directly tie into medical care and health outcomes.

What you will do

  • Build and lead a world class customer success team that is focused on driving customer satisfaction and retention.
  • Develop and maintain strong customer relationships, enabling platform adoption and growth.
  • Lead the management of our Codex customer network.
  • Develop and implement KPI’s for the customer success team that align with our company goals.
  • Successfully onboard customers to Codex after handoff from the sales team.
  • Drive quarterly business reviews with our Tier 1 customers.
  • Develop processes to efficiently scale workflows within the team and across the company.
  • Be the voice of the customer within the company and the product expert to end users.
  • Engage continually with end users (patients and providers) to understand their needs, improve product satisfaction and promote best case outcomes.
  • Work closely with engineers, product managers and designers to provide product feedback.
  • Identify, record, and document findings and compare to expected results.
  • Create and provide recommendations for training material and user guide improvements and revisions.

What we’d like you to bring to the table

  • 5+ years of experience building customer success teams in the HealthTech space.
  • The ability to develop and implement processes that enable the team to scale.
  • Commercial healthcare experience is required.
  • Experience with patient engagement software and SaaS products is preferred.
  • Experience working with health systems and clinics preferred.
  • Experience composing internal and external leadership presentations.
  • A hands-on leader with the ability to hire and scale a CS team appropriately.
  • A track record of developing and improving on customer satisfaction (NPS, CSAT, etc.).
  • Excellent problem solving and troubleshooting skills.
  • Experience in writing clear, concise, and comprehensive documentation. 
  • Experience composing internal and external leadership presentations
  • A high empathy for the customer/end user. 
  • Strong organizational skills.
  • Ability and availability to travel occasionally (Up to 10%).
  • A growth mindset, highly collaborative nature, and a strong desire to learn. 
  • Ability to build and lead teams.

What we bring to the table

In addition to a collaborative, open work environment, we offer competitive benefits and we have performance-based raises throughout the year.

  • Incentive Stock Options
  • 401(k) with partial matching
  • Health Insurance - medical, dental, and vision insurance
  • HSA & FSA available
  • Commuter Benefits
  • Flexible, hybrid work environment
  • Regular U.S. Holidays and Flexible PTO
  • Office located in beautiful downtown Palo Alto.
  • In-office lunches on Tuesdays & Thursdays
  • Education - Codex strongly supports learning and enrichment. We will gladly cover the cost of books, online classes, and educational materials (to be discussed with your manager)

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