Customer Success & Business Development Manager

Customer Success & Business Development Manager role: 

Customer Success & Business Development Manager at Cerula Care will play a pivotal role in driving the company's growth by deepening our relationship with customers, mainly oncology practices and oncologists. This dynamic position combines strategic customer success management (70%) with proactive business development (30%). The ideal candidate will excel at devising and implementing strategies to enhance referral volumes from referring providers (e.g., MDs, NPs, APPs, etc.), ensuring retention and expansion within a customer, and driving a strong, consistent customer implementation process. They will collaborate closely with clinical operations and product teams to optimize member (patient) care metrics and product enhancements. On the business development front, they will identify new opportunities, maintain a robust pipeline, and proactively move through the sales process.  This role requires a unique blend of healthcare industry knowledge, strategic thinking, relationship-building skills, and strong execution to drive Cerula Care's mission of improving behavioral healthcare for people living with cancer.

Key Skills and Characteristics: 

• Healthcare industry expertise, especially in oncology and/or behavioral health
• Strong relationship-building skills with diverse clinical stakeholders
• Cross-functional collaboration
• Growth mindset and adaptability in a startup environment
• Experience with the selling end to end
• Improving customer experience
• Customer segmentation
• Data analysis and data-driven decision-making
• Highly organized
• Sets ambitious goals
• Adaptable
• Grit
• Strategic thinking and problem-solving skills

Key Responsibilities: 

Customer Success (70%)

• The person in this role will:
  • Develop and oversee customer implementation processes to ensure smooth integration of our services into customer EHR, and workflows, ensuring compliance with all applicable internal and external policies and guidelines
  • Devise and implement strategies to enhance referral volume, grow number of providers referring to Cerula Care, and drive overall customer retention
  • Partner with the clinical operations team to grow the number of members who enroll with Cerula Care.
• In order to be successful at the above the Customer Success and BD Lead will need to:
  • Build and maintain strong relationships with administrators and health care providers (specifically oncologists and palliative care providers and APPs) at oncology practices
  • Proactively increase referral volume by working collaboratively within Cerula Care to remove barriers to referral and by proactively creating and implementing strategies to increase referrals
  • Analyze customer data to identify trends, opportunities, and areas for improvement
  • Collaborate with the product team to incorporate customer feedback into product enhancements
  • Partner with the clinical operations team to analyze patient care metrics and implement strategies in partnership with clinical leadership to ensure all of our members are getting the right care, at the right time, in the right ways
• Grow with us by eventually:
  • Managing and mentoring the customer success team as it grows (there is no dedicated CS team now, but we hope you will grow one with us)

Business Development (30%)

• Identify and pursue new business opportunities to expand Cerula Care's customer base
• Develop and maintain a pipeline of potential partners and clients
• Collaborate with marketing to create targeted outreach campaigns
• Negotiate and close deals with new partners and clients

Educational, Certification, and Experience Requirements:

• Experience selling to medical practices

Location Requirements:

• 100% virtual, ideally based in mid-Atlantic
• Ad hoc travel to client sites (1-2x month) in mid-Atlantic

Time Commitment, Salary, Start Date:

• Full-time (realistically, 50+ hour weeks given we are a fast-paced startup!)
• Start date: February 2025