Customer Success Manager

Description

Navina is a fast-growing digital health SaaS company that’s on a mission to enhance the primary care experience by transforming the way physicians interact with patient data. Our proprietary AI models are specifically designed to understand the language of primary care, transforming complex and fragmented patient data into a concise “patient portrait" and actionable clinical insights at the point of care. This allows physicians to get the full picture of their patients and act on their health status instantly and accurately. Built by physicians for physicians, our AI platform reduces physician burnout, while helping healthcare organizations thrive in value-based care. Thousands of clinicians across the United States are using Navina’s AI-powered clinical intelligence solution to improve preventative care, reduce missed diagnoses, and reclaim time with their patients. Navina has been named one of the Top 100 AI companies globally by CB Insights and made the list of the Top 50 Digital Health startups. We are already working with industry-leading health systems and value-based organizations including Privia Health and Tampa General Hospital.

We are looking for a motivated Customer Success Manager to support and expand our growing business activities. You will be responsible for driving success at the most strategic level within your accounts and implementing a broad strategy for earning customer acceptance across the organization.

You will be working closely with our Product, R&D, and Medical teams.

Responsibilities

• Build and maintain relationships with mid-market & enterprise accounts, from clinicians up to C-level executives and decision-makers after signing an agreement
• Work closely with our clients, and different external and internal stakeholders to drive successful implementation and to demonstrate the product value
• Be the voice of the clients and the internal focal point for any client need
• Own client communications and account operation: Set up, facilitate, and lead personal & group F2F and virtual meetings with users, clients, and decision-makers to increase engagement and explore product opportunities
• Track, monitor, and manage accounts with specific KPIs clients on the Hubspot CRM system, in addition to clients KPIs (Usage, engagement, etc)
• Take part in product cycles, roadmap planning, and execution

Requirements

• 3-5+ years of successful experience in managing mid-size & enterprise accounts for Digital health companies (at least two different companies) with users, C-level executives, and/or decision-makers
• Project management experience including managing Customers' Onboarding process, owning and managing all aspects of clients from activities from Close-Won to Go-Live and product Value
• Experience in managing customers' renewal process, with a high retention rate track record
• Experience deploying population health solutions in value-based care provider organizations
• Ability to work independently as well as part of a team in a fast-paced environment
• Strong communication and storytelling skills
• The position requires 50% travel based on business needs
• Technical background - Advantage
• Experience in sales - Advantage