Customer Success Lead

A Customer Success Lead at Heva is responsible for guiding patients through their wellness journey. This includes welcoming new patients with friendly calls, assisting them in completing medical forms, addressing inquiries about pricing and membership, and providing ongoing support to ensure they get the most value from their membership.

To qualify as a Customer Success Lead at Heva, you should have 2-3 years of customer support or sales experience, strong communication skills, a compassionate nature, and the ability to manage multiple patient conversations effectively. Experience in healthcare or a membership-based business is preferred.

At Heva, Customer Success Leads operate in a dynamic startup culture that's virtual, allowing flexibility in your work location. The environment emphasizes teamwork, continuous learning, and encourages agility and creativity to navigate the fast-paced demands of a growing health business.

A Customer Success Lead supports patients by being proactive throughout their health journey, from initial onboarding to ongoing membership assistance. They take ownership of the patient experience, ensuring queries are promptly answered, and that patients feel cared for and engaged with the services offered.

To succeed as a Customer Success Lead at Heva, you'll need empathy, strong organization, adaptability to change, and exceptional communication skills. Being detail-oriented and responsive is key, as you'll manage multiple members and ensure everyone feels valued and supported.

In welcoming new patients, I would focus on making them feel valued and supported. A warm tone during calls, personalized messages, and offering assistance with the onboarding process are essential. Creating a friendly, inviting atmosphere will help them feel more confident in their health journey.

I once handled a situation where a customer was frustrated due to delayed responses. I listened attentively, acknowledged their feelings, and ensured prompt follow-up with the necessary information. This not only resolved their concern but also reassured them of our commitment to excellent service.

Proactive patient support involves anticipating needs before they arise. This could mean reaching out to patients to check on their progress, sending reminders for upcoming appointments, or providing resources that enhance their overall experience.

I would prioritize effective organization through tools like CRMs to track interactions. By documenting patient preferences and issues, I can ensure each conversation is personalized and efficient, allowing for a high level of service across multiple patients.

An exceptional Customer Success Lead possesses strong communication skills, empathy, a detailed-oriented approach, and the ability to build trust. They should also be adaptable, enthusiastic about helping others, and capable of motivating patients to engage fully with their health journey.

I ensure clarity in communication by adapting my messaging style to fit the platform, keeping messages concise yet informative. Employing active listening skills allows me to respond to patient concerns effectively, ensuring no detail is missed whether in calls, texts, or emails.

A successful onboarding process should make patients feel welcomed and informed. Offering step-by-step guidance, answering questions swiftly, and providing easy access to resources are critical for helping them start their wellness journey positively.

I track patient feedback through surveys and direct communications, documenting findings in our systems. This information helps identify areas for improvement and allows the team to adjust our services in alignment with patient needs.

Heva's focus on 'generational health' and commitment to personalized care sets it apart. The startup culture fosters innovation and collaboration, making it an exciting environment where a Customer Success Lead can truly make an impact on people’s lives.

In a fast-paced startup environment, adaptability is crucial. I remain open to change, prioritize tasks effectively, and maintain a positive mindset. Having a proactive approach to challenges allows me to stay focused on providing excellent patient support.