Sr. Director, Customer Success

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 an exceptional Customer Success leader to join the team as the Sr. Director of Customer Success. This position will oversee the Customer Success team which is responsible for the retention and engagement of Bamboo’s customers across the nation. We are looking for someone to leverage proven success in a leadership role to drive Customer Success strategy and lead a high-performing team of Customer Success Managers (CSMs). This role will report to the SVP of Commercial Revenue.

The Sr. Director of Customer Success will be responsible for managing Bamboo’s performance against key retention and engagement metrics. You will be expected to optimize and refine internal systems to ensure Bamboo delivers continuous value to customers and exceptional customer service at scale. You will be responsible for setting team strategy and overall organization design to enable the team to support a growing customer base.

What You’ll Do:

·       Oversee all customer retention activities, including relationship management, account planning, renewals, and engagement

·       Execute on customer retention KPIs, including but not limited to gross revenue retention, churn, and stakeholder engagement

·       Manage and develop team of high-performing managers and CSMs  

·       Partner with Revenue Operations to build and iterate on internal processes to help the team scale sustainably through rapid growth

·       Use data to identify internal and external trends to inform product and operational investments that increase product value, reduce churn, and increase team efficiency

·       Partner with key cross-functional stakeholders to improve the customer experience and scale the team

What Success Looks Like…

In 3 months…

·       Understand Bamboo Health’s mission, strategy, and product suites

·       Clearly articulate Bamboo Health’s strategy and commercial priorities

·       Master key customer use cases, value props, and best practices, as well as buyer motivation

·       Learn and begin to own Customer Success OKRs and KPIs

·       Begin to build relationships with direct reports, Customer Success Managers and internal stakeholders, e.g., Growth, Product, Operations, etc.

·       Possess an in-depth understanding of Bamboo Health’s customers, retention drivers, and churn risk factors

In 6 months…

·       Drive customer retention strategy and manage upward and downward reporting on OKRs and KPIs

·       Manage customer escalations independently and support team as they navigate complex customer and contract conversations

·       Represent Bamboo as a senior leader in customer and other external conversations

·       Continue to collaborate on and contribute to cross-functional process improvement initiatives

In 12 months…

·       Own customer retention strategy investments that improve team efficiency

·       Collaborate with ELT to influence company investment in retention and retention-driving activities

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