Director of Customer Success

The Director of Customer Success at CancerIQ is a critical leadership role that sits at the intersection of customer engagement, product innovation, and healthcare impact. This position is responsible for defining the vision and strategy of the Customer Success department, ensuring that our solutions are effectively meeting the needs of our healthcare partners and their patients.

The Role and Responsibilities:

Leadership and Strategy: Lead the Customer Success team, setting a high standard for excellence and cultivating a culture of growth and learning. Develop and implement strategic plans to enhance customer satisfaction, retention, and loyalty.

Relationship Management: Build and maintain strong relationships with key stakeholders at healthcare organizations, including decision-makers and frontline users, to understand their challenges and goals.

Onboarding and Implementation: Oversee the customer onboarding process, ensuring a smooth and efficient implementation of CancerIQ solutions in various healthcare settings.

Training and Support: Develop comprehensive training programs for users to ensure they are well-equipped to utilize CancerIQ products effectively. Lead a support team that provides timely and empathetic assistance to customer inquiries.

Performance Metrics: Establish clear customer success metrics and KPIs to measure the impact of CancerIQ solutions on patient outcomes and healthcare provider efficiency. Use data to drive continuous improvement in service delivery.

Collaboration: Work closely with the Sales, Marketing, Product Development, and Clinical teams to ensure a cohesive approach to customer success that aligns with overall company goals.

Customer Advocacy: Serve as the voice of the customer within CancerIQ, ensuring that customer feedback is heard and acted upon to improve product and service offerings.

The Ideal Candidate:

The ideal candidate for the Director of Customer Success at CancerIQ embodies leadership, empathy, and strategic vision. Key attributes include:

Customer Relationship Expertise: Exceptional ability to interface with customer contacts at all levels, from frontline users to senior executives. This includes building trust, understanding customer needs, and advocating for their success within CancerIQ.

Strategic Communication: Outstanding communication skills, both written and verbal, with the ability to present complex information clearly and persuasively to management, stakeholders, and customers.

Adaptability and Vision: The capacity to navigate the rapidly changing landscape of healthcare technology, with a strategic vision that aligns customer success initiatives with broader company goals and industry trends.

Proven Leadership & Mentorship Skills: Demonstrated ability to lead and mentor a diverse team, fostering an environment of growth, accountability, and innovation. The ideal candidate should inspire their team to achieve excellence in all aspects of customer success.

Requirements

·       Aligned and committed to CancerIQ’s mission to help healthcare providers use genetic information to predict, preempt, and prevent cancer across diverse populations

·       Bachelor’s degree in business, healthcare administration, or a related field.

·       Minimum of 8 years of experience in customer success, account management, or a related field within the healthcare software industry, with at least 3 years in a leadership role.

·       Demonstrated ability to lead and inspire a team in a fast-paced, evolving environment.

·       Strong empathy and understanding of the challenges faced by cancer patients and their families.

·       Excellent communication and interpersonal skills, with the ability to engage and influence key stakeholders.

·       Deep knowledge of healthcare systems, particularly in oncology, genetics, or personalized medicine.

·       Proficient in using CRM software and customer success platforms to track and enhance customer engagement.

·       Proven track record of improving customer satisfaction and loyalty, with a strong focus on outcomes and impact.

·       Comfort and ability interfacing with other areas of the business including Product, Engineering, Marketing, and Sales.

Benefits

• Competitive pay and benefits (Health, Vision, Dental, HSA/FSA, EAP, 401-K)
• Travel & gym membership subsidies & commuter benefits
• Unlimited PTO
• Generous company paid holidays
• Passionate, high-energy culture with a team of people that are excited to get stuff done and make an impact
• Building things that save lives

CancerIQ is building a diverse and inclusive work environment. We welcome people of diverse backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and strive to cultivate a fast-paced, collaborative, laid back, rewarding space to work.