EVP, Customer Success

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Nsight Health

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

Gegründet 2018

☁️ SaaS

🤝 B2B

💰 €75.000 Seed Round - Nsight Health im 2024-02

SaaS • B2B

Conic ist ein Filmproduktions-, Vertriebs- und Ausstellungsgesellschaft (Conic Films Limited), die unabhängige und Dokumentarfilme erstellt, kuratiert und fördert. Ihre Website präsentiert Filmzusammenfassungen und Trailer, listet Vorführungen auf und bietet einen Shop und einen Newsletter für das Publikum an, was auf einen Direktvertrieb an die Verbraucher und Zuschauerbindung hinweist.

Beschreibung

• Design and implement a scalable CS operating model across the Ciullo, Inc. portfolio, starting with Nsight Health and expanding to Nsure, Nvera, and Prvnt as the role matures. • Build the playbooks, onboarding frameworks, QBR structures, escalation protocols, and expansion motion that shift the CS function from reactive account management to proactive client partnership. • Establish a unified client health scoring system and own the metrics that matter: net revenue retention, gross revenue retention, time to value, expansion rate, churn rate, and customer satisfaction scores. • Serve as the executive CS leader across all Ciullo, Inc. portfolio companies, adapting strategy and methodology to the distinct client types, sales cycles, and service models of each business. • Understand the different economics of each entity, build bridges where shared clients or cross-sell opportunities exist, and consolidate performance reporting across the portfolio into a single executive view that gives leadership a clear, honest read on client health, risk, and growth potential at any given moment. • Recruit, develop, and lead a high-performing CS team across the portfolio including CS Managers, Account Managers, and Client Success Representatives embedded within each entity. • Personally own the highest-level client escalations across the portfolio, including those raised by sophisticated physicians who elevate their concerns to the executive team. • Own net revenue retention across the portfolio as your primary performance metric. • Build the data infrastructure that gives the CS team real-time visibility into client health across all portfolio companies, reducing reliance on manual reporting and reactive problem detection.

🎯 Anforderungen

• 10 or more years of experience in Customer Success, Client Services, or Account Management with at least 4 years in a senior or executive CS leadership role • Proven experience scaling a CS function inside a fast-growing company, ideally one that was doubling or tripling annually and where infrastructure had not kept pace with growth • Demonstrated ability to manage CS across multiple client types, service models, or business lines simultaneously with the discipline to tailor approach while maintaining operational consistency • Direct experience building CS systems from early-stage foundations including playbooks, health scoring models, QBR frameworks, onboarding programs, and expansion motions built for scale • Strong financial and commercial acumen; you understand unit economics, you know what net revenue retention means at the business level, and you can speak to the executive team in those terms • Experience working across or within a healthcare services or healthcare technology environment; you understand the complexity of healthcare buyer relationships and the stakes involved in client retention in this industry • Track record of building and leading teams across remote environments with high accountability and consistent performance standards • High AI fluency with active, working knowledge of AI tools in your daily professional workflow • Strong analytical ability to build a health scoring model, diagnose a retention problem at the root cause level, and present a data-backed plan for fixing it.

🏖️ Vorteile

• Unlimited PTO • Medical, Dental, Vision, and supplemental insurance options • 401(k) Plan with 3.5% Company Match • Company-provided equipment