Mid-Market Customer Success Manager

About NexHealth

Our healthcare system is frustratingly analog. When you live in a world of one-tap car rides, meal delivery, and unlimited streaming, why do you have to call to schedule an appointment with a doctor and are still handed a clipboard to fill in a form? NexHealth’s mission is to accelerate innovation in healthcare. We’re doing this by connecting patients, doctors, and developers. We’re the first to fully automate the integration with health record systems, paving the way for a new generation of disruptive health-tech companies

Here's some of what we've accomplished:

1. $125M Series C at $1B valuation
2. Manage more than 75 million patient records
3. 80%+ annual revenue growth
4. Top 10% of Inc. 5000 (2022)

Account Management at NexHealth

At NexHealth, our Enterprise Account Management team plays a crucial role in managing our largest and most strategic customers. These customers depend on us not only to ensure their satisfaction but also to guide them in maximizing the value of our patient experience platform. As a member of the Enterprise Account Management team, you will be responsible for developing long-term relationships with key stakeholders, driving renewals, and identifying growth opportunities. We are passionate about delivering exceptional results by ensuring our clients are fully integrated into our platform, and you will be key to fostering that success.

What You’ll Do:

• Serve as the primary point of contact for NexHealth’s enterprise customers, ensuring their satisfaction and success with our platform.
• Build and maintain strong relationships with key stakeholders across customer organizations to foster long-term partnerships.
• Consult customers on best practices for optimizing NexHealth’s platform and driving measurable outcomes.
• Lead the renewal and expansion processes, conducting strategic conversations to ensure contract growth and client retention.
• Analyze and utilize customer data to guide consultative conversations and inform decision-making for both the customer and NexHealth.
• Collaborate cross-functionally with internal teams such as Product, Sales, and Onboarding to ensure seamless customer experiences and resolve complex issues.
• Proactively manage customer health by conducting regular business reviews, identifying potential risks, and developing mitigation strategies.

What You’ll Bring:

• 7+ years of experience in Customer Success, Account Management, or a similar client-facing role, preferably within a SaaS or HealthTech environment.
• Proven track record of managing large, strategic accounts with a focus on adoption renewals, expansions, and upselling.
• Strong consulting skills with the ability to advise customers on how to best leverage technology to meet their business goals.
• Expertise in commercial conversations, including negotiating contract renewals and identifying growth opportunities.
• Ability to analyze customer data to inform strategies, drive results, and identify areas for improvement.
• Excellent communication and relationship-building skills with experience navigating larger enterprises and engaging senior stakeholders such as VPs, CIOs, and Directors of IT.
• Demonstrated ability to communicate and collaborate effectively across departments to deliver exceptional customer outcomes.
• Ability to operate in a ambiguous and dynamic environment - if you are looking for a cookie cutter Account Manager or CSM role, where everyone lives in their clearly defined swim lanes and only does “their job” - then this role is not for you

NexHealth Operating Principles

• Solve the customer’s problems, not yours
  When making decisions, think from the perspective of the customer. It’s easy to make decisions that make our lives simpler, but not the customers.
• Do the things others are not willing to do
  As a Nexer, always go after the hardest problems. Pursue things at the highest quality. Move at the fastest pace. 
• Take ownership
  Act like a founder. Own your roles, destinies, mistakes, behavior, and our mission. The buck stops with each of us - no blaming or excuses.
• Say what’s on your mind, with positive intent
  Be direct, proactive, transparent, and frequent in your communication. 
• Default trust
  As a Nexer, you do not have to earn trust, trust is given to you by default. If we by default trust each other, our speed of communication, feedback, information sharing, and overall improvements will be a lot faster.
• Think in first principles
  We first identify the problem and then break it down to its fundamentals before diving into solutions. We constantly ask “why” to validate our assumptions.

Here’s a glimpse into our interview process:

• You’ll talk with a NexHeath Recruiter 
• You’ll talk with the Hiring Manager on a video call 
• You’ll talk with Team Members on a video call
• You’ll do a Panel Presentation with a small panel 

Benefits

• Competitive salary plus equity
• Commuter benefits
• 401K
• Full Medical, Dental and Vision
• Unlimited PTO

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender expression, sexual orientation, age, marital status, veteran status or disability status. We will provide reasonable accommodation to individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at [email protected].