Vice President, Customer Success

Every day, it feels like healthcare becomes less about the practice of medicine. Hospitals and private practices operate on razor-thin margins, caught between the bureaucracy of insurance companies and ballooning administrative costs. And technological advancements — from electronic health record systems to dictation software — have failed to live up to their promise of making the lives of all healthcare staff easier. 

Athelas' mission is to once again make health the focus of healthcare by using AI and automation to eliminate distractions and keep providers connected to their patients throughout the care journey.

The Athelas suite of automated and AI-enabled hardware, software, and services results in happier and healthier patients, less time wasted on administrative tasks, safer staff, and more reliable insurance reimbursements. Since merging with Commure, our growing suite of solutions now includes:

• Patient Engagement - Commure Engage empowers providers to connect with their patients throughout the care journey, reducing no-shows and improving health outcomes

• Workflow Automation - PatientKeeper and other workflow tools automate repetitive tasks, allowing healthcare workers to spend more time with patients 

• Staff Safety - Commure Strongline protects staff from workplace violence by empowering them to call for help to de-escalate potentially violent situations  

• At-Home Monitoring - Athelas Care Management offers a suite of remote sensors that allow doctors to bring healthcare into the home, saving lives through early intervention

• Billing Solutions - Athelas RCM offers AI-driven, full-cycle revenue cycle management solutions that optimize claims submission, ensuring insurers pay every dollar they owe for work performed by healthcare providers

• Automated Dictation - Athelas Scribe utilizes the power of LLMs to record and automatically summarize appointments, saving doctors countless hours every day

Athelas takes a provider-focused approach to healthcare and the healthcare industry has noticed. We’ve grown more than 500% year over year for three consecutive years. We support more than 250,000 clinicians and staff and hundreds of thousands of patients across hundreds of care sites. And we’re just getting started. Backed by General Catalyst, Sequoia, and many other leading investors, Athelas & Commure is positioned to be the defining healthcare tech company of the next 15 years.

If you're eager to advance our mission to make health the focus of healthcare, come join us!

About the Role

We’re looking for a Customer Success Leader to join our Enterprise CS team - working with F500 companies across the nation. You’ll work closely with the team to ensure they achieve their goals, build relationships with executives, expand their presence as thought leaders and drive customer retention and expansion from onboarding through renewal.

You’ll be instrumental in building and leading a world class Customer Success program for the category leading platform. This high-impact role combines equal parts people management, sales, relationship management leadership and customer satisfaction. The ideal candidate has a proven record of success managing revenue carrying individual contributors in SaaS technology company. Reporting directly into the SVP of Enterprise, you will oversee a high-performing team of account managers committed to delivering superior service. We will look to you to help streamline our staffing model, motivate the team to deliver against growth goals and identify efficiency opportunities as we scale.

What You’ll Do

• Lead a high-performing team of Strategic Customer Success Managers: hire, develop, inspire, motivate and empower the team to successfully achieve our client’s goals while also striving to reach our organization’s retention and revenue growth targets (e.g. NDR)

• Mentor and assist team with account planning, metrics pacing, renewals, identifying upsell opportunities, managing churn, and forecasting

• Leverage data and analytics to manage resource allocation, identify needs, and refine our client segmentation service strategy, ensuring we remain effective as we scale

• Effectively track business progress to goals - adoption, usage, product penetration and overall satisfaction (NPS)

• Develop cross-sell and up-sell capabilites with the team ensuring both broader distribution of unique and expanding products offerings 

• Develop relationships with senior stakeholders of our largest customers, navigate complex situations, engage in multi-threading to new lines of business and subsidiaries

• Synthesize the voice of Strategic customers from qualitative and quantitative feedback, share with leadership and cross-functional partners (e.g. input into Product roadmap)

• Understand market trends and keep up-to-date with the latest developments and discussions impacting the industry

• Work closely with cross functional partners (like Marketing, Product, Sales Ops) to meet client’s objectives, while also positively impacting the CSM function

• Present to the Executive Team on a consistent basis

• Front line people management including coaching, performance management, career development and skills development
  

What You Have

• 10+ years in SaaS enterprise and strategic customer success, and/or post-sales experience in digital health, healthcare, or SaaS companies

• 5+ years leading high-performing teams, working with Fortune 200 companies

• Strong track record of success with your own book of business, and regularly hitting individual and team goals

• Previous experience managing a team of direct reports, with demonstrated excellence in people management, mentoring, hiring, training and onboarding

• Experience creating and influencing value narratives including ROI, product value and thought leadership all coupled with data storytelling

• Experience influencing renewal proposals/recommendations, forecasting, and account planning

• Experience with an evangelical sale, selling non-discretionary software to executives at Fortune 500 companies

• Excellent communication skills, polished, professional sales presentation skillsAnalytical mindset with a methodical data-driven approach to identifying challenges, creating solutions and measuring impact

• Ability to think systematically, proactively identify gaps, build infrastructure, processes, and tools to drive efficiency and streamlined operations

• Organized with systems and efficiency to create scalable solutions vs manual work

• You thrive in a fast paced environment, appreciate and demonstrate flexibility as needed

• You react gracefully under pressure

• You’re a do-er with a bias towards action and creative problem-solving

• Experience at a digital health company in the health, wellness, or family health space is preferred

• Experience supporting health benefit programs for employers, payers, or channel partners is preferred

• Salesforce, SQL, Excel experience

Why You’ll Like Working with Athelas

• Execution focused, driven team: Join a team with an incredible record - we are the smallest, fastest company in history to receive FDA hematology clearance. We are also the largest Remote Patient Monitoring company in the US, with a fast-growing SaaS Revenue Cycle Management business as well

• Technology Focus: Revolutionizing how technology can be used in the healthcare industry

• Strong Backing: $132M Series B raised from the likes of Sequoia, General Catalyst, Tribe, Y Combinator

• Mission Driven: We are changing the way healthcare is provided, bringing it directly to the people who need it with technology-enabled solutions

• Incredible Growth: Revenue growth of 5x over the past 6 months and we're just getting started!

• Competitive Benefits: Unlimited PTO, medical, dental, vision, excellent maternity and paternity paid time off.

Athelas is committed to creating and fostering a diverse team. We are open to all backgrounds and levels of experience, and believe that great people can always find a place. We are committed to providing reasonable accommodations to all applicants throughout the application process.

Employees will act in accordance with the organization’s information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities. Employees will report to the information security office any confirmed or potential events or other risks to the organization.

Employees will be required to attest to these requirements upon hire and on an annual basis.