Customer Success Executive

Who is DexCare?

DexCare optimizes time in healthcare, streamlining patient access, reducing waits, and enhancing overall experiences. Born within Providence, DexCare addresses tech gaps by aligning supply and demand, recently securing a $75 million Series C funding round led by ICONIQ Growth, alongside partners like MGB, Kaiser Permanente Ventures, and others, to modernize healthcare infrastructures for an inclusive ecosystem.

What is DexCare?

DexCare, a digital care orchestration platform, streamlines care delivery logistics. It empowers healthcare systems to predict constraints and precisely schedule services, optimize capacity, and cuts operational costs. Currently serving 57 million patients, including Kaiser Permanente and Providence, DexCare ushers in a new era of digital-care access, ensuring health systems can efficiently track and deliver every hour of capacity for consumer ease. 

For more information, visit www.dexcare.com or follow us on LinkedIn. 

DexCare is looking for a Customer Success Executive to manage an enterprise book of business from an operational perspective. You will grow customer relationships with stakeholders and increase retention by delivering world-class customer service while being the primary operational contact for accounts. In collaboration with the Expansion Regional Sales Directors, you are responsible for defining and reaching success through journey mapping, business reviews, and account meetings, all while capturing the voice of customer and cascading information into DexCare. 

*Pacific Standard Time Zone preferred

What You’ll Do

• Maintain, prioritize, and centralize operational issues aligned with customers’ program management to see them through to resolution (customer-facing comms) 
• Retain and grow accounts within assigned book of business in partnership with the Enterprise Regional Sales Directors (ERSDs) by creating and developing personalized playbooks: joint success plans, customer journey mapping, strategic and operational account meetings, visiting customers onsite, business reviews, white space mapping, opportunity creation, and tracking 
• Serve as the internal project manager for customers within their book of business and effectively utilizing and prioritizing issues for Support, Implementation, Product, Engineering, and other teams (internal accountability comms) 
• Effectively communicate with the ERSDs and internal stakeholders regarding the health of the customer 
• Report on forces that shift tactical budgets and strategic direction of accounts, maintain renewals, upsell pipelines, and provide weekly status updates 
• Delivers consistent customer performance reporting and ROI to be used by ERSDs for account planning and strategy 
• Manage and facilitate customer community, including activities in a Customer Resource Center and Customer Community events 

What You’ll Bring

• 8+ years of customer success or account management experience
• Proven experience creating customer joint success plans, journey mapping, business reviews and managing enterprise accounts IDN level accounts both operationally and strategically
• Proven ability to communicate, present, and influence across all levels of the organization, including executive and C-level
• Proven ability to articulate the distinct aspects of products and services, as well as the ability to compare products against competitors
• Excellent verbal and written communication skills
• BA/BS degree or equivalent experience

DexCare is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. DexCare does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex. DexCare provides reasonable accommodation to all applicants who require such accommodation to apply for the position or to perform the essential functions of the job.