About the Role
The Director, Customer Success will report to the Head of Customer Success and will help develop account strategies, manage implementations, achieve customer retention goals, and enhance overall customer satisfaction. This is a remote position with some travel.
AKASA is based in South San Francisco. As a company, we embraced remote work before COVID-19. We consider ourselves experts in working collaboratively wherever our team members happen to reside.

What You’ll Do

    • Achieve delivery success of services across AKASA customers
    • Demonstrate revenue cycle expertise by conducting customer onboarding and implementation activities such as process mapping or workflow review
    • Manage and increase customer satisfaction, renewal/expansion, and overall client health
    • Help develop scalable and efficient customer success strategies
    • Conduct ongoing market research and competitive analysis to identify opportunities for growth
    • Adopt customer success best practices and methodologies for successful engagements throughout the customer lifecycle
    • Hire and mentor customer success team
    • Coordinate client deliverables and automation roll-outs with engineering and revenue cycle operations departments
    • Work directly with sales leadership to support customer expansion
    • Use client data feeds and AKASA data inputs to organize performance deliverables and insights

Skills & Qualifications

    • Bachelor’s degree
    • 8+ years consulting, customer success, sales, professional services, or related roles in a SaaS, B2B, enterprise software environment
    • Track record effecting change and providing consultation to executive-level healthcare providers such as hospitals, health systems, and clinics
    • Revenue cycle operations and technology expertise
    • Understand the needs of the customer and develop solutions that exceeds expectations
    • Experience translating data into plans
    • Travel domestically up to 30%

What We Offer

    • Work with an experienced and complementary founding team consisting of serial entrepreneurs, AI experts and healthcare industry leaders
    • Meaningfully own or contribute to category-defining products that fundamentally change healthcare operations
    • Great compensation package and equity grants
    • Generous coverage for health, dental and vision insurance
    • Full employer coverage for life insurance
    • 401k Plan
    • Free membership to One Medical (Concierge Clinic) for you and your family (if you are in a region covered by One Medical)
    • Unlimited Personal Time Off (PTO)
    • Bonus Company-Wide “Sanity Days” and other time off
    • Flexible schedules. Employees at all levels have reasonable discretion over their own time.
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