About the Company
FlyteHealth is a leading cardiometabolic care provider treating obesity, prediabetes, hypertension, and hyperlipidemia, while managing other chronic conditions through integrated care partners. Through a patent-pending treatment model that combines behavioral lifestyle modification with clinical intervention, we deliver industry-leading clinical results and help patients achieve better long-term health outcomes. Visit www.flytehealth.com to learn more.
About the Role
We are looking for a self-motivated, resourceful, and strategic Sr. Director of Customer Success to join our growing team. In this role, you will be responsible for building and strengthening strategic relationships with FlyteHealth's customers, driving engagement and retention, identifying opportunities for account growth, and ensuring customers achieve meaningful outcomes. This is a highly cross-functional role that requires someone who can operate strategically while also rolling up their sleeves to execute. You will work closely with customers and internal teams across Sales, Marketing, Product, Clinical, and Data to solve complex problems, translate customer needs into actionable solutions, and proactively identify opportunities to improve the customer experience.
Responsibilities
Customer Relationship Management & Growth
- Own and strengthen a portfolio of complex, high-touch customer relationships, serving as a trusted strategic partner and primary point of contact.
- Drive customer engagement, satisfaction, retention, renewals, and account growth by deeply understanding each customer's business needs, goals, and priorities.
- Develop strategic account plans that identify opportunities for deeper engagement, expansion, and long-term partnership.
- Maintain a consistent cadence of communication with customers, proactively sharing account trends, performance insights, customer sentiment, and recommendations for improvement.
- Identify opportunities for customers to serve as references, case studies, referrals, and advocates for FlyteHealth.
- Activate past client relationships to support new business development and help generate and close new opportunities.
- Collaborate closely with Sales to support prospective customers, renewals, and expansion opportunities.
Strategic & Data-Driven Problem Solving
- Analyze customer and account data, dashboards, outcomes, and engagement trends to develop a clear point of view and proactively identify risks and opportunities.
- Translate complex data and account insights into clear, compelling stories and recommendations for customer and executive audiences.
- Identify potential issues early and develop proactive solutions before they become customer escalations.
- Solve complex customer requirements by breaking them down into actionable workflows, processes, and deliverables.
- Think strategically and thematically across accounts, identifying broader trends and opportunities rather than managing each customer issue as an isolated project.
- Partner with internal teams to translate customer feedback and market insights into opportunities for product, operational, clinical, and commercial improvements.
Cross-Functional Collaboration & Operational Ownership
- Lead customer onboarding, implementation, and ongoing customer success processes, ensuring a seamless experience from launch through long-term partnership.
- Work collaboratively with Product, Clinical, Data, Marketing, and Sales teams to validate product assumptions, develop customer adoption plans, and deliver on customer commitments.
- Take end-to-end ownership of customer processes, deliverables, and KPIs, ensuring commitments are clearly defined, tracked, and executed.
- Manage multiple complex accounts and competing priorities while maintaining a high level of organization, responsiveness, and attention to detail.
- Establish clear internal workflows and accountability to ensure customer requirements are effectively translated into operational execution.
- Communicate proactively and transparently with both customers and internal stakeholders regarding progress, risks, challenges, and opportunities.
- Continuously look for ways to improve customer processes, operational efficiency, and the overall customer experience.
Customer & Healthcare Expertise
- Develop a deep understanding of each customer's business, including their population health priorities, healthcare strategy, and organizational dynamics.
- Apply knowledge of population health, chronic care models, payer and employer dynamics, clinical workflows, and healthcare outcomes to help customers achieve their goals.
- Partner with customers to understand and communicate the impact of FlyteHealth's programs and outcomes.
- Stay current on trends in cardiometabolic care, obesity treatment, virtual healthcare, and the broader healthcare ecosystem.
Qualifications
- Bachelor's degree and 10+ years of experience in Customer Success, Account Management, Relationship Management, Consulting, or a related field.
- Proven track record of managing and growing complex, high-touch enterprise customer relationships.
- Demonstrated success driving customer engagement, retention, renewals, and account expansion.
- Strong strategic thinking and the ability to translate complex business and customer needs into actionable plans.
- Highly data-driven, with the ability to use dashboards, account data, and performance metrics to identify trends, develop insights, and make recommendations.
- Exceptional problem-solving and critical-thinking skills, with the ability to proactively identify and resolve complex customer issues.
- Strong operational discipline and demonstrated ability to own processes, deliverables, and customer commitments from start to finish.
- Proven ability to manage multiple accounts, priorities, and projects simultaneously without losing attention to detail or dropping commitments.
- Excellent written, verbal, and presentation skills, with the ability to communicate effectively with both working teams and senior client executives.
- Highly collaborative and able to build effective relationships across Sales, Marketing, Product, Clinical, Data, and other internal functions.
- Comfortable operating independently and navigating ambiguity, complexity, and rapidly changing priorities.
- Experience working in a startup, high-growth, or lean organizational environment with a demonstrated "roll up your sleeves" attitude.
- Empathetic, positive, and easy to work with, with a strong desire to build and strengthen customer relationships and make the team better.
- Experience working with large enterprise customers.
- Experience working with Salesforce.com and Asana or similar CRM and project management platforms is a plus.
- Experience in healthcare, population health, chronic care management, digital health, SaaS, payer, employer, or benefits environments strongly preferred.
- Knowledge of payer and employer dynamics
FlyteHealth Benefits
- Comprehensive health, dental, and vision insurance
- Equity shares
- 401(k)
- Discretionary PTO plan
- Parental leave
FlyteHealth Perks
- Flexible working hours
- Remote-first company
- Internet stipend for remote working
- Paid company holidays
FlyteHealth values diversity and is committed to equal opportunity for all persons regardless of race, religion, color, creed, marital status, age, national origin or ancestry, physical disability, medical condition, sexual orientation, gender identity, or any other protected characteristic.