Director, Customer Success

As the largest and leading value-based kidney care company, Somatus is empowering patients across the country living with chronic kidney disease to experience more days out of the hospital and healthier at home. 

It takes a village of passionate and tenacious innovators to revolutionize an industry and support individuals living with a chronic disease to fulfill our purpose of creating More Lives, Better Lived. Does this sound like you?

Showing Up Somatus Strong

We foster an inclusive work environment that promotes collaboration and innovation at every level. Our values bring our mission to life and serve as the DNA for every decision we make:

• Authenticity: We believe in real dialogue. In any interaction, with patients, partners, vendors, or our teammates, we are true to who we are, say what we mean, and mean what we say.
• Collaboration: We appreciate what every person at Somatus brings to the table and believe that together we can do and achieve more.
• Empowerment: We make sure every voice gets heard and all ideas are considered, especially when it comes to our patients’ lives or our partners’ best interests.
• Innovation: We relentlessly look for ways to improve upon the status quo to continuously deliver new solutions. 
• Tenacity: We see challenges as opportunities for growth and improvement — especially when new solutions will make a difference for our patients and partners.

Showing Up for You

We offer more than 25 Health, Growth, and Wealth Work Perks to help teammates learn, grow, and be the best version of themselves, including:

• Subsidized, personal healthcare coverage (medical, dental vision)
• Flexible Paid Time Off (PTO)
• Professional Development, CEU, and Tuition Reimbursement
• Curated Wellness Benefits supporting teammates physical and mental well-being
• Community engagement opportunities
• And more!

The Director of Customer Success is responsible for developing and implementing strategic plans for partnership success to include customer retention and growth opportunities. They will play a key role in the continued growth of the company and support strategic initiatives working with health plans, hospitals and health systems, nephrology groups, and other healthcare organizations.

• Develop and implement strategic plan for partner success to include customer retention and growth opportunities
• Curate strong working relationships with key executives and operational leadership from customers and near-term prospect organizations
• Responsible for partner retention and overall customer satisfaction, as measured by net promoter score, customer satisfaction surveys and other customer experience metrics
• Collect and maintain comprehensive knowledge of customer priorities and key business objectives
• Serve as a go-to-resource responsible for value delivery to customers including clinical, operational and financial performance
• Understand detailed aspects of partnership terms, SLAs and pertinent details for contract management and contract renewal opportunities
• Collaborate with marketing to promote program and customer success in the market
• Ensures consistent communication with cross-functional teams and timely response to all customer requests
• Maintains relevant healthcare industry knowledge and market awareness
• Maintains detailed knowledge of company value story, capabilities and product roadmap
• Analyze customer data to identify trends and growth opportunities
• Report on retention, churn, revenue growth, and customer satisfaction metrics
• Prepares and briefs internal leadership teams, including company EC members, on overall account health; proactively addresses account challenges/barriers and drives solutions
• Prepares, hosts and leads partner success meetings and Joint Operating Committee sessions with customer leadership (monthly, quarterly, bi-annual and annual, etc.), including follow-ups
• Serves as liaison across operations, legal, finance, technology and clinical leadership

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Education and Experience:

• Bachelor’s degree in Business, Marketing, or related field from accredited college or university. · Seven (7) to ten (10) years of account management or business development experience working with health plans, health systems, medical group practices or other healthcare organizations.

Preferred Education and Experience:

• MBA or other Master-level degree preferred.
• Population Health or Complex Care program experience

Knowledge, Skills, and Abilities:

• Excellent verbal and written communications skills with demonstrated ability to communicate, present, and influence both credibly and effectively at all levels of an organization, including executive and C-level
• Commercial acumen and a proven track record of successfully driving renewals and new business development
• Ability to connect with diverse constituents and stakeholders across cross-functional teams (leadership, marketing, account management, product and development, data and analytics, market operations and clinical) · Proven track record of driving retention and revenue growth
• Strong financial acumen, analytical and problem-solving skills
• Experience with CRM and customer success tools
• Demonstrated self-starter and ability to work collaboratively in a team atmosphere
• Works well in team-based, collaborative environment
• Proven ability to operate successfully in remote role

Position Type/Expected Hours of Work:

This is a full-time position, and core hours of work and days are Monday through Friday 8:00 a.m. to 5 p.m.