: Director, Customer Success

First and foremost, Kyruuvians care deeply about our vision to enable human beings to care for human beings, our mission, and our CORE values:


Caring We care about doing the right thing, in the right way, every time.

Ownership We own both our successes and our mistakes, taking responsibility and always learning how to be better.

Respect We respect and celebrate the individual traits that enable each of us, our customers, our providers, and our patients, to be the best that we can be.

Empowerment We embrace a culture that supports everyones ability to contribute and lead.


Here is what it would mean for you in the Director, Customer Success role.

Caring

  • Youll directly contribute to our vision and mission through owning all business and operational aspects of Kyruus Customer Success programs. As a master of Customer Success philosophy and framework, you will bring a proactive data driven approach to enabling our customers to achieve their strategic goals.

Ownership

  • Youll lead, coach and motivate a team of Customer Success Managers through the next chapter of Kyruus growth story.
  • Youll play an integral role in the customer journey and play a key role in our customers realizing a significant return on their investment.
  • In collaboration with our customers, youll take a data driven approach to adoption, usage, and value realization of the product.
  • Youll collaborate across the company in communicating how our product roadmap supports our value proposition, answers customer use cases and be a true consultative partner to our customers in prescribing best practices to maximize value.
  • Youll drive innovation in customer success programming within the team and across customer lifecycle; encourage continuous learning within the team.
  • Youll report to the Vice President, Customer Success & Support in the Customer Success & Support Department within the Delivery Division.

Respect: How You'll Use Your Professional Skills

  • Youll use your 7+ years of experience in provider data management, digital marketing or healthcare operations knowledge to:
  • Lead development of frameworks and processes that scale with our growth to drive customer value while maintaining cost of service. Managing the ongoing customer relationship, ensuring that Kyruus customers are realizing the expected value from our solutions.
  • Become an expert in our software and service solutions. Use a consultative approach to drive best practices.
  • Ensure positive customer success outcomes, which will in turn increase renewal rates and drive expansion in existing Enterprise accounts.
  • Influence future lifetime value through higher product adoption, customer NPS and overall health scores; drive and lead value based story telling (through PowerPoint) that leads to greater adoption and reference-ability.
  • Youre able to deploy playbooks and structure into customer success operations while defining and evolving internal operational methodology and processes to further grow the Customer Success function.

Empowerment: How You'll Know You're Succeeding

  • You have experience in building the fundamentals and scaling a Customer Success team and mindset in a high growth SaaS environment.
  • You inspire and create a company-wide culture of Customer Success with particular emphasis on partnering closely with our Account Management, Implementation, Support, Analytics and Product Teams.
  • Youre comfortable being appropriately disruptive in challenging the workflows of the customer in an effort to drive further adoption and retention.
  • You are proficient with the tools of the customer success trade - Powerpoint, Salesforce, Jira, Confluence, BI, Excel.
  • You have innovative ideas about Customer Success.
  • You are a true leader who aims to inspire your team and customers alike.

Where You'll Go From Here

  • Kyruuvians in the Director, Customer Success role can move in a more linear career path and step into the Senior Director, Customer Success role. From there, Kyruuvians can become Delivery Team Leaders or Senior Customer Focused individual contributors.
  • Kyruus also loves to see an internal transfer. If a linear career path is not what youre looking for, you can work with your manager and HR to explore lateral moves to other parts of the organization as you continue to grow with us.


Equal Opportunity Employer


Kyruus is dedicated to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, genetic information. We will not discriminate, in any employment decision, against any individual or group on the basis of race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, genetic information, or veterans/national guard/military reserve status. This shall be done in compliance with all applicable federal, state, and local laws in every location in which Kyruus has facilities.

Full-time