Head of Customer Success

ABOUT US Medical data exchange is one of the biggest unsolved problems in US healthcare. If you've spent any real time in the healthcare system, you've felt it, and it only gets worse the sicker and older you get. Metriport exists to fix that. We connect to the data sources the healthcare providers of tomorrow need, take raw data that's unusable in its source form, and turn it into a single clean format that care teams, and their agents, actually use to improve outcomes. Record retrieval across thousands of legacy systems and antiquated data pipes that used to take weeks now takes seconds. Clinicians walk into appointments with the full patient picture already in hand, and that speed can mean spotting a condition early enough to actually treat it. We're not a healthcare company. We're a technology company that happens to operate in healthcare, and we build every layer ourselves: connect, transform, and insight. Legacy EHRs were built to get providers paid, not to serve the clinical experience. We're building what should have existed instead: the system of record for all of US healthcare. We started in data exchange. Today we compete with the largest data platforms in the space. Tomorrow we will be the infrastructure layer healthcare runs on. We’ve raised $28.4 million from top tier VCs (including Matrix, ARTIS and Y Combinator), found product market fit (multi million dollar ARR, 100+ customers including Amazon One Medical, Circle Medical, Color Health, and Strive Health), and have years of runway ahead of us. If you’ve had a good healthcare experience in the past few years, there’s a good chance Metriport was behind it. That’s the version of healthcare we want people to not just expect, but demand. Join us and build the future. ABOUT YOU We're a small, high output team, mostly former founders including YC alumni, and we operate with real autonomy and almost no bureaucracy. We hire on competence, not pedigree. Leaders are in the office six days a week, and we generally expect the team to be available six days a week too. Not because we count hours, but because there's always more wood to chop when revolutionizing how tomorrow’s healthcare providers deliver care to their patients today. We trust our team to take the time off they need and we've never said no to a time off request. You have an entrepreneurial mindset and a strong sense of ownership. You don't wait to be told what's broken. Instead, you believe you can figure out any problem that lands in your lap even outside your exact domain. When someone scopes something for three weeks, you ask why it can't be done in three days, and you also know the difference between shipping a fast v0 and cutting a corner that comes back to bite you. You walk the tightrope between craft and speed without falling off either side. - Customer Obsessed: When we say “obsessed" we mean it. - Experience: You’ve been at the helm of the ship, growing customer success from 1 to 100 at an early stage startup selling a very technical product to customers. You’re eager to do it again. - Problem Solving: You identify opportunities when others see problems. You can quickly boil down a situation to the root issue and identify a solution that’s best for everyone. You are the final stop for customer account problems. - Technically Fluent: You can drive technical conversations with CTOs, engineers, and product folks. Being able to solution with our customers and our CS team is vital. - No Problem Too Big, No Problem Too Small: You understand what it means to join an early stage team that needs to take a function from 1 to 100. You lead by example and are always willing to roll up your sleeves alongside your teammates and customers. THE ROLE As the Head of Customer Success, you will lead Metriport’s customer facing function that owns the full customer life cycle post sales. This means everything from our implementation efforts during pilot period to our expansion and renewal efforts. You will be the final stop for all customer needs. You will work directly with our team of Implementation Engineers, Technical Account Managers, and Support Engineers to support customers, expand product adoption, and grow usage. You and the Customer Success team are the voice of the customer that is responsible for collaborating with other departments (Sales, Product, Engineering, Marketing). This role is a player/coach role. In the early days, you will fully own accounts and get up to speed on Metriport’s current processes, this will enable you to make the swiftest impact in the Head of Customer Success role. We expect the Head of Customer Success to quickly bring their knowledge and skills to bear on the team and existing processes. As the team grows, we expect to see the vast majority of this hire’s time spent on unblocking customers and teammates, streamlining processes, and improving key metrics. YOU’LL BE RESPONSIBLE FOR: - Account Health: Creating an account health measurement and resulting actions/policies to ensure success of all customers. - Global Customer Success Metrics: GRR, NRR, logo retention, NPS, and more! - Final Resolutions: Ensuring Customer Success can resolve customer needs swiftly and appropriately. The buck stops with you! - Customer Insights: Creating a system for Customer Success to successfully be voice of the customer sharing vital insights across the organization. - Leading the Team: Implementing processes and systems, upskilling team members, and eventually leading CS hiring efforts. REQUIREMENTS - Experience: 7+ years of experience with at least 5+ years of experience in Customer Success, Account Management, Solutions or Implementations - Role Relevancy: Previous Head of CS, Head of Account Management, Head of Implementations, etc. - Account Specific Experience: Experience managing both large enterprise accounts and larger volumes of mid tier and startup accounts. - Company Specific Experience: Experience working at an early stage startup and seeing Customer Success grow from 1 to 100. Specifically, you’ve been at an early stage startup between Seed and Series C. - Autonomy: Comfortable taking an ambiguous objective, breaking it down to ensure alignment, identifying the most efficient way to accomplish it, and executing. - Eng Experience: You were an engineer in a past life and still use your skills within non engineering roles. - Location: Based in San Francisco (or willing to relocate) to work from our South Beach office. - The "Metriport" Mindset: Low ego, high ownership. You are someone who asks "Why can't this be done in 3 days?" instead of 3 weeks. Bonus Points: - Healthcare Domain: Experience within the healthcare space; specific experience in healthcare interoperability is a significant bonus. BENEFITS - Equity: Competitive equity + compensation package 🚀 - Healthcare: Full family Platinum health insurance, dental, and vision coverage 🦷 - Retirement: 401(k) retirement plan + matching 💰 - Flexibility: Flexible work from home or in office 🏢 - Food: Healthy lunches complimentary when in office (and breakfast + dinners as needed) 🍏 - Gear: MacBook provided by us 💻 - PTO: Unlimited PTO (we work hard, but trust you to take the time you need to be at your best) 🧘‍♂️ Metriport provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.