Sr. Director Customer Success

ABOUT US

Galileo is a team-based medical practice working to improve the quality and affordability of health care for all. Operating across 50 states, Galileo offers high-touch, data-driven, multi-specialty, longitudinal care to diverse and complex patients—on the phone, in the home, and everywhere in between. Regional and national health plans, employers, and Fortune 500 organizations trust Galileo as the leading solution to improve population health. Founded by Dr. Tom X. Lee, the healthcare pioneer behind One Medical and Epocrates, Galileo is a team of leading innovators from healthcare, technology, and human-centered design. Our mission is to apply that talent and scientific thinking to transform society by solving our largest, toughest healthcare problems, while at the same time bringing patient and provider closer.

ABOUT THE ROLE

The Sr. Director, Customer Success will be responsible for our customer success strategy and seamless customer journey from implementation through renewal.  Working closely with the Chief Partnership Officer, you will advocate for the customer, influencing any appropriate process and system changes necessary to continuously improve the customer experience to ensure high customer adoption & retention.  Collaborate with internal stakeholders to educate them on new partnerships and gain their support to achieve successful implementations, meet contract objectives, and obligations.  The Sr. Director will be responsible for leading and inspiring a customer success team to achieve customer experience key operational metrics and goals.  

Here’s what you’ll do:

• Develop scalable and replicable strategies, playbooks, and processes to deliver a best-in-class implementation process and best in class customer experience, successfully driving value specific to a customer and their use-cases. 
• Develop customer listening points throughout all key journeys to capture insight driving continuous improvement across customer support.
• Establish, monitor and report KPIs related to the customer experience to deliver short term and long-term company goals.
• Leverage data and insights to help drive the product roadmap.
• Partner closely with the Chief Partnership Officer and Business Development team to create a seamless customer journey from implementation through renewal.
• Grow, develop and scale a world-class customer success team.
• Establish and nurture strong internal relationships across the organization.

ABOUT YOU

• Experience: 5+ year's experience leading customer implementation and account management teams serving national and regional health plans.
• Track record of developing and leading high performing teams.
• Proven ability to help a company scale by developing standardized processes and workflows.
• Focused on developing strong working relationships: able to build trust with and balance the needs of multiple stakeholders.
• High attention to detail and experience in driving organizational efficiency.

COMPENSATION RANGE:$180,000 - $220,000 + equity based upon experience and market location

BENEFITS

• Medical / Dental / Vision insurance
• Flexible Spending Account
• Health Savings Account 
• Company paid STD/LTD, AD&D, and Life insurance
• Paid Family Leave
• 401K + match
• Paid Time Off

How We Hire

Galileo is committed to hiring the best talent from a range of backgrounds and experiences—including but not limited to—gender, ethnic, political, economic, religious, sexual orientation, and other personality traits. We believe in a strong culture that fosters teamwork, excellence and sound decision-making—one that is based on mutual respect and trust. We appreciate candidates who are open and honest about what they’re looking for so we can ensure it’s a fit on both sides.

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