Director of Customer Success

About Socially Determined 

Join our fast-growing, dynamic team at Socially Determined. Our purpose-built analytics platform and data empower our customers to understand and effectively address Social Determinants of Health (SDOH) and social risk to improve the health of communities and populations they serve. We are a fast-paced start-up company led by an experienced executive team with tremendous opportunities for growth.  

About the Role 

We seek a Director to join our growing Customer Success team. This position will own a portfolio of customer relationships and be responsible for account management, including retention and growth strategies. They will be an expert in our SocialScapeâ platform, partnering with our customers across health plans, pharmaceutical companies, providers and partners as they leverage our insights to drive SDOH and broader population health management initiatives. The ideal candidate should be a customer relationship expert who is technically savvy and able to connect the dots between customer use cases, platform capabilities and data insights to surface insights that answer business questions. The individual will also have responsibility for technical workflow, partnering with the customer throughout their journey as well as with our Product and Data Science teams to ensure alignment with our standard data flow processes.  

Responsibilities:  

1. SDOH Platform Management:  

• Support daily operations, including file transfers, platform configurations, and data pipeline logistics.   
• Troubleshoot and resolve technical issues with clients using the SocialScape platform.  
• Partner with product team to continue to drive efficiencies and eliminate manual processes. 
• Other technical support duties as identified and assigned.  

  2. Training and Support:  

• Respond to customer inquiries and provide technical expertise for implementation, configuration and ongoing product enhancements in support of customer use cases.  
• ​​​​​​​Deliver training sessions to support ongoing customer platform usage and engagement. 
• Support user guide material and associated training collateral development, maintain user-facing documentation.   

3. Project Management and Cross-Functional Collaboration:  

• Participate in the planning and implementation of new platform functionality and enhancements.  
• ​​​​​​​Collaborate with internal stakeholders to drive seamless customer implementations.   
• Provide customer billing support: collaborate with operations teams to track roster counts and ensure compliance with contract requirements.  
• Manage project timelines and ensure milestones are met in line with contract requirements.  

4. Account Retention Strategy and Growth:  

• Deeply understand customers’ strategic priorities, business needs and use cases. 
• ​​​​​​​Own the customer relationship with executive sponsors; lead Quarterly Business Reviews.  
• Identify and drive retention, upsell, and cross-sell opportunities. 

What You’ll Need:  

• Master’s degree in related field or Bachelor’s with equivalent experience.  
• ​​​​​​​Demonstrated and exceptional customer relationship management experience. 
• Experience working with SaaS technology systems (as a user or employee).  
• Experience working directly in the healthcare sector.  
• Clear communicator, with the ability to translate technical functionality and language to non-software savvy users. 
• Ability to simultaneously manage multiple projects and timelines, with exceptional attention to detail.  
• Strong problem solving and analytic skills.  
• Comfortable presenting and participating in conversations with executive level stakeholders.  

Socially Determined offers a competitive salary and benefits package. We are an equal opportunity and affirmative action employer M/F/Disability/Veteran.