Head of Customer Success

Firefly Health delivers a refreshingly personal and convenient healthcare experience. Firefly works with self-funded employers and large payors to offer advanced virtual-first primary care and virtual-first health plans that integrate care, coverage, and navigation, for healthcare anytime, anywhere. By engaging members early and often, Firefly develops trust and rapport so members always know where to turn. And it works.

Firefly routinely earns high satisfaction ratings from members, with a 75+ Net Promoter Score (NPS). Member health outcomes for conditions like hypertension, diabetes, anxiety, and depression are 50-80% higher than industry benchmarks. It’s all proof that meaningful engagement builds trust. And trust leads to real results.

About this role

Firefly Health is bringing our risk-bearing primary care and coverage to a growing number of payors and employers. The Head of Customer Success & Alliances is a critical role within the Firefly Commercial Team, driving strategic and sustainable growth across our growing book-of-business. This individual will be responsible for leading the development and expansion of the Customer Success and Alliances function at Firefly. The role will manage a growing team of individuals to oversee enterprise account management, implementation, and strategic growth within existing partnerships. Firefly is a maturing start-up so, in addition to leading the team, this will be a hands-on role with direct client relationship management responsibilities.

First and foremost, the right candidate will be a fierce advocate for our customers and partners, while understanding how to balance their needs with the continued growth of the business. They will have experience in cultivating relationships with key executive decision-makers to deliver an exceptional customer experience, while also creating new relationships throughout these organizations that drives future growth as well.

We are looking for a strategic and creative contributor who understands that acting as a value-added partner is critical to unlocking future growth. The Head of Customer Success will manage client relationships through industry and product expertise, data-informed measurement and growth strategies, and a solutions-driven approach.

This role will manage a team to drive best practice account management to all clients. They will also combine their management experience with the Firefly values to become an effective leader within the Firefly organization. The ideal candidate has employer benefits and/or payor experience. The individual should be an execution-focused team player that displays maturity, commands trust and inspires confidence; with excellent people skills, a willingness to take smart risks, think both strategically and tactically, and maintain a positive outlook and sense of humor in the face of challenges. This leader will have experience successfully scaling and leading an account team within the digital health or healthcare space, while working strategically with Sales, Product, Operations, and Marketing to accelerate growth.

This role will report to the Chief Commercial Officer.

You Will:

• Work cross-functionally to define the customer and partner success strategy for the next phase of Firefly’s growth (tools, processes, metrics, customer experience models)
• Maintain comprehensive knowledge of customer priorities and key business objectives
• Lead the strategy for revenue growth for each client
• Drive customer satisfaction and client retention by consistently demonstrating the value of Firefly
• Work with Firefly’s marketing team to develop service adoption strategies that will lead to high levels of membership attribution and engagement, customized to specific customer populations.
• Take ownership and initiative to break down complex product/client barriers across the Customer Success function to unlock new opportunities
• Coordinate with Engineering teams to provide rapid incident response for our customers
• Manage the full lifestyle of customer issues by developing action plans for escalated issues, working with Engineering and Product on issue resolution, developing customer messaging and keeping customers and the leadership team informed on progress.
• Understand the “Voice of the Client" by developing customer surveys and feedback loops and analyzing data to drive improvements in the Product Roadmap
• Develop a program for “Client Advocacy” for our referenceable clients in partnership with Firefly’s marketing team (leading to testimonials, case studies, joint speaking engagements, etc)
• Step in to manage any client with ease
• Coordinate complex projects across matrixed organization involving multiple teams

You Have:

• 10+ years of experien