Customer Success Manager

At Violet, we’re on a mission to create more human, identity-centered healthcare. We all deserve to be cared for by clinicians and care providers that understand our identities as well as our clinical needs. We’re looking for a Customer Success Manager to join our mission of humanizing healthcare.

Who we are

Violet is the first platform dedicated to benchmarking cultural competencies within healthcare organizations, upskilling clinical teams to become more effective, and helping the healthcare industry deliver person-centered healthcare for all patients.

At Violet, we believe that a clinician’s cultural competence is an essential component for providing the right care -- especially for patients from culturally diverse communities. We believe that patients must be able to bring all of their identities to their clinicians to receive the care they deserve. In order to help patients find the right care providers, we leverage data to benchmark where each provider is in their journey of being inclusive, and we provide access to education to upskill each provider so they can become more inclusive.

Prior to building Violet, the founding team spent years building digital health companies like Oscar and Iora. The team has built and shipped the first-ever health equity platform and is already serving numerous health plan and care delivery customers, including United Healthcare, Elevance, One Medical, UCare and more.

Who you are

We’re looking for a Customer Success Manager to support us in building and operating core processes as we grow Violet.

As Customer Success Manager you will be responsible for managing key customer relationships and accounts - primarily with Violet’s Health Plan customers. In doing so, you will manage our customer-facing systems and processes - leading customer onboarding, conducting customer check-ins, managing customer happiness, and supporting customers in achieving long-term value and success with Violet.

This role will also work cross-functionally to ensure we are building systems and processes that scale as we grow and improve the customer experience. You’ll work closely with our Sales Lead to support implementation for new customers, with Marketing to build customer communications, and with Product & Engineering to improve our product and scale operational processes.

Additionally, this role will require some technical expertise. The Customer Success Manager will be responsible for building/maintaining dashboards to track customer success metrics, analyzing large data sets from our health plan customers, configuring CRMs, etc. Lastly, this role will manage the day-to-day operations of supporting all Violet customers. This includes responding to customer support tickets, leading customer renewal + contract conversations, managing customer invoicing, etc.

You’re a champion for the customer and enjoy building scalable systems and processes to ensure that we provide proactive support which exceeds customer expectations. You’re highly analytical - with both quantitative and qualitative data. You’re technically minded and able to quickly learn and manage new systems and technologies including HubSpot and our internal admin tools.

Knowledge of the healthcare industry is preferred. After all, we’re working to fix the existing broken system.

Responsibilities

• Own our customer journey from initial contract signature through renewal.
• Deliver and improve existing customer onboarding and support processes.
• Build systems and processes to pre-empt the needs of our enterprise customers and their users.
• Respond to customer and end-user requests.
• Build dashboards in Hubspot or Google Sheets that track customer health and activity.
• Support and improve Violet’s provider onboarding process - including outreach to providers and tactics for activating providers.
• Build and scale our standard communications for Health Plans and Providers.
• Work closely with sales to understand the implementation pipeline and the specific needs of each customer.
• Work closely with product and engineering teams to improve our customer-facing products and develop our internal platform.

Desired Skills and Experience

• 4+ years of relevant experience in a technical operations or customer success role, ideally in an enterprise B2B SaaS environment. Experience working directly with Health Plans is a bonus.
• Exceptional verbal and written communication skills and able to comfortably manage relationships with a range of stakeholders.
• Obsessed with process improvement, building scalable solutions to problems and thoroughly documenting as you go.
• A team player who is able to adapt to changing demands from customers and an evolving role as Violet grows.
• Comfortable switching between deeply focussed work and customer priorities.
• Technical expertise including: ** Highly analytical with an ability to synthesize data from a variety of sources and create dashboards for tracking key metrics. ** Skilled in Excel/Google Sheets and able to quickly learn new data analytics tools. ** Confident in managing complex technology including our CRM. Ideally with some previous experience administering HubSpot or another CRM system.

Why you should work here

• Compensation: Competitive compensation base salary and generous equity.
• PTO: Generous PTO, nine company holiday days and a strong culture of taking time off to recharge.
• Location: We ask that this person be based in New York and expect to work in-person 2-3 days per week.
• Workplace: Access to office space in New York - however flexible working arrangements can be worked out when necessary.
• Equipment: Select your preferred laptop and equipment to ensure you’re set up for success.
• Team: A diverse, driven, and passionate team of coworkers who want you to succeed as we humanize healthcare.
• Most Importantly: An exciting opportunity to revolutionize healthcare for millions whose identities are not effectively served by the current healthcare system.