Director Of Customer Success

Well Health Inc. Santa Barbara , CA 93101

Posted 7 days ago

At WELL, we are relentlessly focused on bringing innovation to the healthcare industry. To further that mission, we are now looking for a driven leader to oversee all aspects of Customer Success.

WELLs Director of Customer Success will ultimately be responsible for the satisfaction and happiness of our customers. You will develop and scale a high quality professional services team of Account Managers and Support Representatives who are responsible for the satisfaction, growth and retention of existing business, as well as Implementation Managers who are responsible for the successful onboarding of new customers. You will contribute to your teams success by overseeing hiring, implementing internal processes, and championing key initiatives across the company..

You will interact directly with WELLs leadership team, as well as executive stakeholders from across WELLs customer base to ensure that WELL exceeds expectations. By doing so, you will drive revenue through new customer onboarding, customer retention and upsell, and turning existing customers into referral sources.

If you'd like to be at the forefront of healthcare and technology, are excited at the prospect of joining a smart, driven, successful company, and want to build a team and processes critical to the success of that company... this may be the role for you.

What you will do in the role:

  • Design, implement, and evolve implementation, account management, and support models for a growing product offering and customer base
  • Create a company-wide culture of exceptional customer service
  • Grow/recruit and mentor a team of A+ Implementation Managers, Account Managers, and Support Representatives by coaching for growth, optimizing a transparent performance management process, and creating a rapid onboarding process for new members
  • Develop metrics for success by implementing an ongoing reporting model to manage performance and track progress
  • Improve customer acquisition and ongoing support costs by delivering a cost-effective model
  • Improve the technology and processes used by the Customer Success Team with a goal of streamlining activities and improving the consistency of outcomes
  • Align with internal teams on customer approach leading to improved customer communications, product roadmap, retention and upsell, and improved forecasting opportunities
  • Create a scalable, predictable stream of revenue for WELL as the company grows


  • 5+ years of experience managing Customer Success teams (must include Implementation and Account Management functions). SaaS technology and healthcare specific experience is strongly desired.
  • Extensive client facing experience and an ability to handle complex client needs
  • Demonstrated track record of leading highly engaged teams, recruiting and developing top talent, and driving results
  • Experience working in a high growth environment, preferably in SaaS technology and healthcare
  • Experience scaling new products for small and large enterprises
  • Strong analytical skills and the ability to use data to drive decisions


  • Full Health Benefits (Medical/Dental/Vision)
  • Generous equity package
  • Unlimited Vacation / PTO
  • Located in the heart of downtown Santa Barbara
  • Monthly commuter stipend
  • Fantastic company culture
  • Frequent happy hours and events
  • Stocked kitchen
  • Ergonomic desk setup
  • Dog friendly office
See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Success Manager


Posted 2 days ago

VIEW JOBS 11/18/2018 12:00:00 AM 2019-02-16T00:00 Who we are: Over ten years ago, we launched AppFolio (NASDAQ: APPF) to revolutionize the way small and medium-sized businesses grow and compete. Today our software solutions serve the property management and legal industries. At the heart of our products and services is a talented and agile team that understands the importance of a 100% customer focus. With offices in Santa Barbara, Dallas, and San Diego, our business is built for long term success fueled by happy, loyal customers and a team of AppFolians who contribute to our great culture every day. To learn more about AppFolio and our company values check out our profile on The Muse! Why AppFolio? * Competitive Compensation * Medical, Dental, Vision, and a 401k Match * Amazing company culture: focus on a completelifestyle * Recharge: 20 Days PTO + 9 Paid Holidays * Built to last: Grow your career in an innovative, public company * Make an impact: your work plays a key role in transforming our customers' businesses * Love your team members: co-workers are often friends too * Offices stocked with healthy snacks, games, and goodies * A commitment to health/wellness including onsite fitness classes * Give back to your team and your community Who we are looking for: We are currently hiring Customer Success Managers (CSMs) to join our Client Services department. A Customer Success Manager is one of the most important roles at AppFolio and amongst successful SaaS businesses, as it directly impacts customers' lifetime happiness and retention. The purpose of a CSM is to bolster customer relationships by providing distinctive service and product assistance. This helps the customer find value in our product and creates love for our company. By working directly with our client base you will serve as the link between AppFolio and the customer, operating as the face of our company to create AppFolio promoters within the property management industry. All CSMs complete a formal onboarding program to develop extensive product knowledge, which is invaluable for future career opportunity at AppFolio. As a member of the CSM team you will have the opportunity to develop professional communication skills, improve the customer lifetime value and directly contribute to the growth of our product and company. This is the ideal position for motivated individuals with a genuine interest in helping others, a strong desire to learn and advanced attention to detail. Responsibilities: * Master the product through formal onboarding program and continued learning. * Work within a small team to manage allocated queue of customer requests. * Provide timely response to customer support inquiries via phone and email. * Provide product training to increase customer product knowledge. * Maintain organized queue of open support requests. * Enhance customer satisfaction by providing distinctive service in all interactions. * Establish a trusted advisor relationship to ensure customer satisfaction. * Utilize SalesForce to manage all customer interaction and inquiries. * Utilize GoToMeeting to provide efficient face-to-face customer service. * Understand product roadmap of future updates to better handle client requests. * Provide valuable feedback to Product team based on client interactions. * Receive direction from Manager and guidance from fellow CSMs . * Serve as an AppFolio brand ambassador to create promoters within industry. * Represent Services department at offsite meetups with customers and prospects. You know you're the right fit if... Skills and Knowledge: * BA/BS degree required * Exceptional customer relationship building skills * Excellent written and oral communication skills * Strong analytical capabilities for advanced problem-solving * Demonstrable leadership skills * Highly organized and strong ability to multi-task * Strong curiosity and desire to learn * Ability to display good judgment * Ability to work cross-functionally in a fast-paced environment * Ability to follow through on tasks until completed * Ability to develop trusted relationships and find creative solutions * High degree of flexibility * Accounting knowledge preferred but not required If you are interested in joining the Customer Success team to directly contribute to the growth of AppFolio, apply today! No outside recruiter or agency submissions, please. Such submissions will be considered free to AppFolio. Appfolio Santa Barbara CA

Director Of Customer Success

Well Health Inc.