Customer Success

Datavant is a rapidly growing health information technology company with a mission to connect the world’s health data to improve patient outcomes. Datavant works to reduce the friction of data sharing across the healthcare industry by building technology that protects the privacy of patients while supporting the linkage of patient health records across datasets.

By joining Datavant today, you’re stepping onto a highly collaborative, remote-first team that is passionate about creating transformative change in healthcare. We hire for three traits: we want people who are smart, nice, and get things done. We invest in our people and believe in hiring for high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team, and we empower Datavanters to shape their working environment in a way that suits their needs. Read more about our culture and benefits here!

We are looking for an experienced Customer Success pro who thrives in an entrepreneurial environment.  Given our SaaS business model and our focus on a “land and expand” strategy, Customer Success is vital to our long-term profitability. We will not be successful unless our customers receive massive value from our solutions. As such, we need an experienced account and/or relationship management individual who can drive success for our customers.

This role includes responsibilities for Customer Success outcomes (e.g., renewals, value realization, customer satisfaction, etc.) and activities (e.g., delivery, adoption, advocacy, retention, etc.).

You will:

• Drive Customer Success outcomes by owning, managing, and maintaining high levels of client satisfaction and support for accounts 
• Develop an executive-level understanding of accounts through quarterly business reviews 
• Maintain and improve high customer renewal rates and reduce churn
• Manage the end-to-end process of getting our clients set up with Datavant and Datavant’s partners — including coordinating outreach to partners, navigating issues/ questions, facilitating data overlaps, and implementing Datavant at various partners
• Ensure successful client onboarding as soon as a deal is signed and overall high client satisfaction, technically setting up the clients and understanding the client’s systems and workflows
• Manage the end-to-end process of getting our clients set up with Datavant and Datavant’s partners — including coordinating outreach to partners, navigating issues/ questions, facilitating data overlaps, and implementing Datavant at various partners
• Help clients navigate their data privacy journey, building an understanding of their privacy objectives and ensuring smooth delivery of our privacy products in coordination with the Privacy Experts team 
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
• Support expansion of our revenue in accounts through the identification of cross-sell and up-sell opportunities
• Work closely and cross-functionally with Product Success, Sales, Product, Engineering, and the Marketing team to develop programs and solutions that establish, expand, and deepen customer relationships
• Innovate new ideas to drive productivity, scalability, and discovery of best practices as we 10x the number of customers in the next few years.
• Help create a company-wide culture of customer-centricity

What you will bring to the table: 

• 3+ years experience in healthcare technology and customer-facing roles (required)
• Strong focus on learning and understanding the goals and strategies of our customers
• Deep understanding of value drivers in recurring revenue business models
• Ability to manage and influence through persuasion, negotiation, and consensus-building
• Entrepreneurial, self-sufficient, and self-driven
• Comfort making decisions under uncertainty
• Thorough attention to detail and a bias toward action
• Strong empathy for customers AND passion to achieve growth within customers
• Analytical and process-oriented mindset
• Enthusiastic and creative with the ability to inspire others
• Excellent communication and presentation skills – and a commitment to maintain good internal and external relationships
• Passionate about building a business that transforms the healthcare industry
• Experience in sales and post-sales experience (ideal, but not required)

Bonus points if:

• Experience working within digital health analytic companies
• Application of RWD and RWE in the pharmaceutical and life sciences space
• Development of risk-based health insurance plans