Bamboo Health is a leader in cloud-based care coordination software and analytics solutions focused on patients with complex needs, including those suffering from physical health and mental health issues and substance use disorders. We are driven by our mission of enabling better care for patients across the continuum. Our software solutions help healthcare professionals collaborate on shared patients across the spectrum of care. Join us in improving healthcare for all!  

Summary:

Bamboo Health is looking for an exceptional Customer Success leader to join the team as the Sr. Director of Customer Success. This position will oversee the Customer Success team which is responsible for the retention and engagement of Bamboo’s customers across the nation. We are looking for someone to leverage proven success in a leadership role to drive Customer Success strategy and lead a high-performing team of Customer Success Managers (CSMs). This role will report to the SVP of Commercial Revenue.

The Sr. Director of Customer Success will be responsible for managing Bamboo’s performance against key retention and engagement metrics. You will be expected to optimize and refine internal systems to ensure Bamboo delivers continuous value to customers and exceptional customer service at scale. You will be responsible for setting team strategy and overall organization design to enable the team to support a growing customer base.

What You’ll Do:

·       Oversee all customer retention activities, including relationship management, account planning, renewals, and engagement

·       Execute on customer retention KPIs, including but not limited to gross revenue retention, churn, and stakeholder engagement

·       Manage and develop team of high-performing managers and CSMs  

·       Partner with Revenue Operations to build and iterate on internal processes to help the team scale sustainably through rapid growth

·       Use data to identify internal and external trends to inform product and operational investments that increase product value, reduce churn, and increase team efficiency

·       Partner with key cross-functional stakeholders to improve the customer experience and scale the team

What Success Looks Like…

In 3 months…

·       Understand Bamboo Health’s mission, strategy, and product suites

·       Clearly articulate Bamboo Health’s strategy and commercial priorities

·       Master key customer use cases, value props, and best practices, as well as buyer motivation

·       Learn and begin to own Customer Success OKRs and KPIs

·       Begin to build relationships with direct reports, Customer Success Managers and internal stakeholders, e.g., Growth, Product, Operations, etc.

·       Possess an in-depth understanding of Bamboo Health’s customers, retention drivers, and churn risk factors

In 6 months…

·       Drive customer retention strategy and manage upward and downward reporting on OKRs and KPIs

·       Manage customer escalations independently and support team as they navigate complex customer and contract conversations

·       Represent Bamboo as a senior leader in customer and other external conversations

·       Continue to collaborate on and contribute to cross-functional process improvement initiatives

In 12 months…

·       Own customer retention strategy investments that improve team efficiency

·       Collaborate with ELT to influence company investment in retention and retention-driving activities

·       Support company-wide initiatives that impact customer retention and expansion

·       Contribute to product roadmap discovery and guide product and operational investments

·       Infuse Voice of the Customer across all departments at Bamboo Health

What You Need:

·       A mission-driven focus with a passion for spearheading change in complex healthcare environments

·       10+ years of experience in Customer Success or account management, with 5+ years in a management role building and leading teams

·       Experience working with health plans, health systems, and value-based care organizations preferred

·       Strong communication, organizational, and project management skills

·       Ability to hire and retain a world-class team

·       Executive level presence to engage with customer executives on a consistent basis

·       Strong critical thinking and analytical skills and comfort with financial and clinical outcomes data

·       Demonstrated success working independently, managing multiple priorities/projects in a fast-paced environment

·       A work environment that is conducive to high quality virtual interactions. This includes but is not limited to being able to work from a quiet space with minimal interruptions or distractions, and a strong internet connection.

·       A high level of judgment, analytical ability and creativity in investigating problems that require original and innovative solutions.

·       Experience working a fast-paced, rapidly changing work environments.

·       The ability to travel periodically for work.

What You Get:

·       Join one of the fastest growing health IT companies in the country

·       Have the autonomy to build something with an enthusiastically supportive team

·       Learn from working at the highest levels and on the most strategic priorities of the company, including from world class investors and advisors

·       Receive competitive compensation, including equity, with health, dental, vision and other benefits

Belonging at Bamboo

We Care. #BambooHealthValuesCare

Every human being has the right to the best possible healthcare. Our solutions enable healthcare professionals to see and treat every individual as a whole person by providing the right information, at the right time – regardless of physical, behavioral, or social barriers. 

We’re a great place to work because we care. We continually seek to learn about our differences and ensure the unique identities and contributions of all employees are welcome, valued and celebrated. 

Our commitment to making a positive impact starts by recognizing and leveraging our differences, building inclusive teams, cultivating a sense of belonging, combating biases, and actively removing barriers to equity.

Bamboo Health is proud to be an Equal Employment Opportunity and affirmative action employer.

To protect our applicants from fraudulent recruitment activity, we recommend that all applicants verify the validity of an interview and hiring process by visiting our website www.bamboohealth.com. All valid job postings will be listed on our careers page. Bamboo Health does not conduct interviews via text and will not request sensitive information such as banking details during the application process.

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