Customer Experience Lead

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 12%

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Plenful

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

🤖 Artificial Intelligence

☁️ SaaS

💰 $50M Series B - Plenful on 2025-04

Healthcare • Artificial Intelligence • SaaS

Plenful is an AI workflow automation platform purpose-built for pharmacy and infusion teams. It automates complex administrative pharmacy workflows—especially around 340B audit & optimization, referral capture, rebate management, Maximum Fair Price (MFP) intelligence, prior authorization, and order intake—using AI (including LLMs) to process structured and unstructured data, integrate disparate systems (APIs, HL7, SFTPs, PDFs, databases), and scale enterprise operations. Plenful emphasizes compliance, revenue capture, and productivity gains (e. g. , automating over 95% of work, reducing prior authorization manual work by >75%, increasing review capacity and order intake efficiency), and serves health systems, specialty pharmacies, infusion practices, and provider groups.

📋 Description

• Improve Customer Success activation of contracted revenue and support renewals by identifying account patterns and risks and helping Account Managers act on them • Manage key customer relationships and help customers realize value, reach it sooner, and build a case for continued partnership • Build and evolve the activation model to provide visibility into customer progress, commitments, and risks • Use financial modeling to understand activation timing, customer value, revenue risk, and required resources • Design and own AI-driven workflows that improve team effectiveness and consistency • Collaborate across Sales, Finance, Product, Engineering, and Customer Success to improve the customer journey and resolve issues affecting outcomes • Directly manage a select group of key accounts and own customer relationships and outcomes

🎯 Requirements

• Significant experience managing complex customer accounts and improving Customer Success team operations • Track record of driving customer activation, retention, and measurable value • Strong financial modeling skills and ability to turn analysis into sound decisions • Experience using AI to improve workflows that people adopt and trust • Ability to lead cross-functional work and influence outcomes without formal authority • Comfort moving between strategic account work, analysis, hands-on building, and ongoing operational ownership • Current authorization to work in the location where the job is posted

🏖️ Benefits

• Full medical, dental, and vision insurance for you and participation for your family • 401(k) with Company Match — Plenful matches 50% of your first 3% contributed • Equity for every full-time employee • Unlimited PTO • Daily lunch stipend of $100/week • Wellness stipend of $100/month • Commuter benefits of $100/month for San Francisco and New York-based employees • Paid parental leave • Flexible hybrid work environment / remote-first work environment • Opportunities for growth through collaboration with experienced leaders