Director of Customer Success

Reporting to the Head of Customer Success and working in close partnership with the COO, the Director of Customer Success will provide best in class support to our enterprise clients and collaborate with internal teams to support ongoing development and execution of the customer success strategy.

This Director of Customer Success will manage a book of business to drive customer engagement, retention, expansion, and advocacy opportunities This role will also lead implementations, analyze customer data, identify trends, collaborate with sales, marketing and product teams to identify customer needs as well as advocate for the voice of the customer and their employees. 

Our Company:

FOLX Health exists to be the leading health and wellness platform for LGBTQIA care, providing end to end services, both virtually and in person, across the spectrum of community needs. We are the north star for innovation in the broader ecosystem by creating joyful, affirming healthcare on one's own terms and building community and access around those needs.

Our Culture:

Reliability: We show up for our members and each other in service of our mission.

Transparency: We build trust by openly sharing our goals and progress.

Access: We invest in our team by providing the tools and training needed to achieve individual goals.

Agency: We trust our team to get their jobs done.

What You’ll Do:

• Serve as the primary point of contact and strategic partner for our top-tier customers, understanding their unique needs and challenges to deliver tailored success plans
• Manage a book of business with key client activities including implementation, member engagement opportunities and ongoing customer success strategies aligned with company goals and objectives
• Drive utilization, identify and market upsell opportunities, and ensure member renewals 
• Create content for clients in support of education, engagement and utilization of FOLX services, and supporting their LGBTQ+ community internally
• Collaborate cross-functionally with Sales, Product, Marketing and Operations to ensure seamless implementation and onboarding, ongoing product and service support and thought partnership on product roadmap and marketing initiatives 
• Participate in strategic planning and provide recommendations to the Head of Customer Success on processes, tools, strategies and expansion opportunities
• Partner with the Head of Customer Success on additional projects as assigned

What You’ll Bring:

• Minimum of 5 years of experience in Employer Benefits in a customer success, account management, account executive or consultant capacity
• 5 years of Customer Success experience at a technology startup; 3+ years in a Customer Success/Account Management leadership role
• You’re simultaneously able to hold a vision of future-state best practice informed by your expertise in Customer Success, but also have a proven record of leading an organization through incremental steps needed to get there over time
• Proven ability to quantify and drive strategy to hit key metrics including customer retention, customer health, and product adoption
• Expert level skills in managing and influencing through persuasion, negotiation, and consensus-building cross-functionally and within your own team, at all levels of the organization (entry-level to executive)
• Passion, experience and/or genuine interest in LGBTQ+ healthcare
• Strong and efficient written and verbal communication skills and a proven ability to build relationships of empathy, trust, and respect with other team members, stakeholders, customers, and partners
• A project management approach to organization, documentation, and detail tracking 
• Desire to learn, grow and develop as the company grows
• Highly organized, able to multitask, and easily adapt to changes
• Prior experience working in a high growth startup environment
• Experience with Salesforce, Slack, & GSuite is a plus 

Salary range: $140K-$155K