Customer Success Lead

Bamboo Health is a leader in cloud-based care coordination software and analytics solutions focused on patients with complex needs, including those suffering from physical health and mental health issues and substance use disorders. We are driven by our mission of enabling better care for patients across the continuum. Our software solutions help healthcare professionals collaborate on shared patients across the spectrum of care. Join us in improving healthcare for all!  

Summary:

Bamboo Health is looking for a budding Customer Success professional to join our team as a Customer Success Lead. As a Customer Success Lead, you will be responsible for managing and retaining a portfolio of SMB accounts comprised largely of post-acute and provider organizations across the nation. You will be the main liaison between these accounts and Bamboo Health and thus will need to demonstrate deep healthcare, company, and product expertise.

If successful, the Customer Success Lead will directly impact the Customer Success Team’s retention, churn, and engagement metrics, as well as our ability to influence account growth and product strategy.

What You’ll Do:

• Key responsibilities of a Customer Success Lead include, but are not limited to:
• Engaging with key executive and end-user stakeholders to have a 360 view of your accounts.
• Analyzing trends in engagement and outcomes data to ensure your customers’ long-term success with Bamboo Health.
• Leveraging internal tools and processes to efficiently scale retention efforts and assess risks across your portfolio.
• Identifying opportunities to deepen customer relationship across customer lifecycle.
• Collaborating with other customer- and user-facing teams, as needed.

What Success Looks Like…

In 3-6 months…

• Learn Bamboo Health products, customer segments, and industry trends.
• Master key customer use cases and best practices, as well as buyer motivation.
• Master internal tools and processes related to customer success and operations.
• Grow relationships with Sales and Delivery counterparts.

In 12 months…

• Lead strategic business reviews with select customers independently.
• Design scalable solutions to improve efficiency of customer success activities across the SMB customer base.
• Serve as an internal subject matter expert on your accounts and customer types.
• Represent the voice of the customer and guide product and services decisions.
• Meet quarterly and annual retention goals and KPIs.

What You Need:

• Bachelor’s Degree and 2+ years of B2B SaaS experience in customer success or account management, health tech preferred.
• A mission-driven focus with a passion for spearheading change in complex healthcare environments.
• Excellent verbal and written communication skills, especially with executive-level stakeholders.
• A strong desire to learn and willingness to tackle new problems.
• Strong organizational and project management skills.
• Ability to work independently and a high sense of ownership and accountability for your work.
• A high level of judgment, analytical ability, and creativity in investigating problems that require original and innovative solutions.
• Experience working a fast-paced, rapidly changing work environments. 
• A work environment that is conducive to high quality virtual interactions. This includes but is not limited to being able to work from a quiet space with minimal interruptions or distractions, and a strong internet connection.
• The ability to travel frequently for work (~10-15%)

What You Get: 

• Join one of the most innovative healthcare technology companies in the country.
• Have the autonomy to build something with an enthusiastically supportive team.
• Learn from working at the highest levels and on the most strategic priorities of the company, including from world class investors and advisors.
• Receive competitive compensation, including equity, with health, dental, vision and other benefits.

Belonging at Bamboo

We Care. #BambooHealthValuesCare

Every human being has the right to the best possible healthcare. Our solutions enable healthcare professionals to see and treat every individual as a whole person by providing the right information, at the right time – regardless of physical, behavioral, or social barriers. 

We’re a great place to work because we care. We continually seek to learn about our differences and ensure the unique identities and contributions of all employees are welcome, valued and celebrated.