Senior Customer Success Manager

Menlo Park, CA, United States

At Sprinter Health, we are on a mission to dramatically improve health outcomes for millions of people who fall through the cracks of American healthcare.

To access healthcare today, people have to take 3 hours off from work (often unpaid), drive or bus across town, hunt for parking, find room 714B in a labyrinth of a clinic, and then wait in room after room. How is this considered normal—all just to get something checked out?

We rethought all this: What if 80% of the things you do at clinics could be done in the convenience of people’s homes? What if we redesigned the healthcare experience around the person receiving services (rather than the convenience of fax machines and clinical interfaces from 1988)?

We now dispatch the highest quality, friendly medical professionals directly from patient home to patient home (think ‘DoorDash for healthcare’) making it so simple and convenient that we’re able to reach people who would otherwise not have gone in. Every time we sprint to a home is a chance to catch diseases early enough to make a difference.

Come join a lean Customer Success team where you get to own the satisfaction, outcomes and retention of your assigned customers.

The Senior Customer Success Manager will work to ensure team best practices, policies, and customer-first initiatives are met. You act as internal champions to coordinate the cross-functional motions required for sustained customer success and growth. Key focus areas will include implementation, customer retention, advocacy, adoption, and growth for a defined portfolio of customers.

What you will do Lead customer interactions in a manner that establishes ongoing credibility and trust as a business and thought partner

Collaborate cross-functionally to lead customers through the Sprinter Health customer journey to achieve strong customer satisfaction, adoption, and partnership success

Partner with each customer to define and track measurable success plans with clear outcomes; ensure cohesive communication across internal and customer audiences at all levels

Use customer data and patient feedback to articulate the Sprinter Health value and make recommendations for partnership optimization

Serve as the Voice of the Customer within Sprinter Health by providing customer feedback to the product team to inform the roadmap

Drive and coordinate renewal and expansion of customer contracts, identifying new lines of business and new geographies

Proactively identify customer risks and partner cross-functionally to recommend solutions and action plan to improve customer satisfaction

About you Experience in customer success, account management, enterprise sales or consulting

Strong orientation toward problem-solving with a systematic and managed approach

Experience working with sales, operations, product and other members of cross-functional teams

Urgency in execution and tendency toward speed with ability to adapt and change

Strong empathy for customers

Comfortable with ambiguity

Excellent verbal/written communication and organizational skills

Strong business acumen including experience working with executives and in a B2B environment

Proven ability to influence through persuasion, negotiation, and consensus building

Proven sales ability to upsell and expand existing relationships

Exercise judgment, with guidance, in methods, techniques and evaluation criteria for obtaining results

Minimum 7 years healthcare industry experience, in-home services a plus

Minimum 7 years in implementation, customer success, sales, or services

Minimum 7 years in a direct customer facing role

Bachelor’s degree from an accredited university or college

Ability and willingness to travel up to 30%

The fun stuff Health insurance benefits (PPO / HMO / HSA, 100% of family premiums paid)

Fully covered membership in One Medical for on-demand primary care, and Teladoc for 24/7 virtual care

Dental / vision/wellness benefits

401k matching

Unlimited PTO

Generous parental leave (4 months for the birthing parent, 2 months for a partner, 100% paid)

Team offsites, game hours, tech talks, and design sprints

$130,000 - $150,000 a year The base salary range for this full-time position is a combination of cash + benefits. Our compensation structures are determined by role, level, location, education or training. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed reflect the base salary only, and do not include equity or benefits. Beware of recruitment fraud and scams that involve fictitious job descriptions followed by false job offers.

If you are applying for a job, you can confirm the legitimacy of a job posting by viewing current open roles here. All legitimate job postings will require an application to be made directly on our official Sprinter Health Careers website. Job-related communications will only be sent from email addresses ending in @sprinterhealth.com. Please ensure that you’re only replying to emails that end with @sprinterhealth.com.

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