Manager, Mid-Market Customer Success

Our Mission

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.

 

Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down. 

 

We’re 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.

 

Your Impact on our Mission

Zocdoc’s most important asset is our people. As a Manager for our Mid-Market Customer Success team, you will lead a new team and function focused on driving sustainable growth and long-term value for provider partners. You will coach and develop junior-level Customer Success Managers, enabling them to manage and grow relationships with mid-market provider groups through a clearly defined but evolving engagement model. This role offers the opportunity to shape how we support and scale mid-market customers by refining playbooks, success metrics, and processes, while consistently developing individual contributors with measurable performance impact and partnering cross-functionally to drive retention, optimization, and growth.

You’ll enjoy this role if you are…

• The kind of person who builds a culture of high performance and impact by establishing trust with their teams
• Able to work in a fast paced, high pressure environment, while driving results and getting things done
• The kind of leader who loves to roll your sleeves up, lead by example, and stay close to the work
• A relationship builder, who’s passionate about the healthcare industry and Zocdoc’s role in making it better for the patient
• Serious about your work, but not about yourself—because let’s face it, you need a sense of humor in today’s world

Your day-to-day is…

• Consistently driving strong results by analyzing metrics and Salesforce data to uncover trends, inform process improvements, and balance quality with quantity
• Continuously raising the performance bar by identifying opportunities and implementing repeatable, scalable processes to improve team outcomes
• Leading, motivating, and coaching the team to drive continuous development while fostering an innovative, autonomous approach to selling
• Leveraging deep health sector expertise to effectively coach reps on selling to large medical groups
• Constantly investing in your team culture through intentional focus on rallying your team around their impact, mission, and priorities, while also driving collaboration and sense of belonging among a distributed team
• Increasing win rate by innovating on existing process and presentation, including developing new scripting, building new sales content, and partnering with support teams
• Partnering with other provider teams to facilitate a strong customer journey

You’ll be successful in this role if you have…

• A meaningful (2+ years) of sales leadership experience, preferably in the tech or healthcare sector
• A proven track record of building teams that hit targets and accomplish goals
• Experience effectively partnering across the organization, navigating and balancing multiple stakeholders at all levels, from executive leadership to individual contributors
• Superb communication skills! You believe in keeping all of your stakeholders in the loop and know that multiple mediums of communication are the key to success
• The ability to integrate generative AI tools into your daily workflows to automate tasks, foster innovation, and maximize productivity
• A humble, empathetic leadership style. You’re committed to building equitable, inclusive, and diverse workplaces where every person is treated with dignity and respect

Benefits:

• Flexible, hybrid work environment at our convenient Soho location
• Unlimited Vacation