Customer Success Lead

Clover is reinventing health insurance by working to keep people healthier.

We value diversity — in backgrounds and in experiences. Healthcare is a universal concern, and we need people from all backgrounds and swaths of life to help build the future of healthcare. Clover's technology team is empathetic, caring, and supportive. We are deliberate and self-reflective about the kind of team and culture that we are building, seeking teammates that are not only strong in their own aptitudes but care deeply about supporting each other's growth.

As a Customer Success Lead on Clover’s technology team, you will be supporting the Customer Success team who is responsible for collaborating with clinicians and practice staff to fully operationalize the Clover Assistant within practices. This will include establishing success metrics to guide the team, building out and iterating on the customer success functions, and collaborating with other leaders throughout the technology team to shape the future of the Clover Assistant. This team is considered expert users of the product and plays a pivotal role in driving optimal use of the Clover Assistant to improve the lives of our members through data-driven care. If you have a clinical background, you will work with specific practices on clinical initiatives associated with Clover Assistant.

As a Customer Success Lead, you will:

• Build strong, consultative relationships with practices and conduct regular reviews with clinicians to address product updates and ensure customer delight.
• Track and synthesize customer insights to drive product roadmaps.
• Analyze data to identify trends and proactively intervene.
• Demonstrate a solid understanding of product features and how providers are expected to interact with the product - in essence, be an expert user of the product.
• Maintain up-to-date knowledge of the Clover Assistant features and best practice workflows to drive adoption.
• Document workflows and other artifacts to support practices and providers.
• Demonstrate provider empathy to foster trusting relationships between Clover and the practices using Clover Assistant.
• Coordinate with users to schedule meetings and promptly respond to ongoing needs.

You will love this job if:

• You are passionate about transforming healthcare delivery through new technologies.
• You have a bias toward action and seek to intervene before issues arise.
• You are comfortable navigating ambiguity and working in an evolving environment.
• You are a problem solver and a team player. You love working within teams and helping them work more efficiently.
• You are a strong communicator and able to influence behaviors to help drive desired outcomes.
• You want to make an impact. You thrive off enabling users to make a difference in our members’ lives while advocating for their needs.
• You are empathetic and seek to build enduring relationships with providers and practice staff.
• You are analytical and use data to drive actions and evaluate outcomes.

You should get in touch if:

• You have a strong, metrics-focused customer success, clinical or account management background.
• You have experience in managing Customer Success and/or Provider Engagement teams 
• You have experience in healthcare sales or SaaS Customer Success.
• You have experience establishing strong relationships with healthcare providers and office staff, and/or you have worked in a primary care practice.
• You have a proven ability in using data to inform decision-making as part of a broader, strategic set of goals.
• You have a general understanding of healthcare topics, such as claims processing, EHRs, medical billing and coding, reimbursement models, and Medicare/Medicare Advantage. 
• You have a track record of growing and leading highly impactful teams.
• You have a clinical background.  While this is not required for the position, we encourage candidates with a clinical background (NP, RN, PA) to apply for this role. 

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.

About Clover: We are reinventing health insurance by combining the power of data with human empathy to keep our members healthier. We believe the healthcare system is broken