Customer Success Director

Pomelo Care • New York, NY

8d

About The Position

At Pomelo Care, we are redefining the healthcare journey for women and children. As the leading virtual medical practice in our field, we provide a continuous circle of support—from the first steps of family building and the complexities of pregnancy to the nuances of postpartum, pediatric, and midlife care. We aren't just a clinic; we are a multidisciplinary engine of clinicians, engineers, and problem-solvers dedicated to closing the gaps in traditional care. By leveraging a high-touch, technology-driven platform, we identify risks early and deliver deeply personalized, 24/7 virtual care. We are here to prove that better data and patient-centered care lead to better outcomes, raising the standard of care for families nationwide.

Your North Star: build irreplaceable relationships with Pomelo’s health plan and employer customers, maximizing our opportunities to serve patients.

In this role, you will:
Serve as the primary point of contact and trusted advisor for Pomelo’s customers, developing strong relationships and a deep understanding of their business and member needs
Proactively engage with customers to ensure seamless implementations and deliver an ongoing best-in-class customer experience
Advocate for strategic customer needs and feedback internally, and work cross-functionally with other teams to achieve outcomes and results for customers and Pomelo
Develop and deliver regular business reviews with customers to identify areas for improvement, demonstrate Pomelo’s impact for patients and plans/employers, and drive customer retention
Identify and mitigate risks, escalating critical customer issues to appropriate stakeholders and driving prompt resolution
Collaborate closely with Pomelo partnership, marketing, and operations teams on strategic customer opportunities, including presentations, major enrollment campaigns, or other initiatives critical to Pomelo’s customer success
Manage a Customer Success Manager, and develop a team strategic to drive forward progress for customers

Requirements

• 7-10 years of experience in consulting, customer success, or project management, with preferably 5+ years of health tech or healthcare experience and 2+ years managing a team
• Strong project management and creative problem solving experience, with a proactive, solution-oriented, and customer-focused mindset
• Proven experience leading projects and competing priorities across a range of external stakeholders and cross-functional internal teams
• Exceptional written and verbal communication skills
• Self-motivated and eager to thrive in a fast-paced metric-driven environment, with a track record of meeting or exceeding customer satisfaction, retention, and expansion goals
• Willingness and interest in using data and research to learn new content areas

Nice To Haves

• Experience implementing solutions within health plans or employers, or experience managing health plan or employer relationships
• Experience working in a virtual care setting and/or with value-based care models

Responsibilities

• Serve as the primary point of contact and trusted advisor for Pomelo’s customers, developing strong relationships and a deep understanding of their business and member needs
• Proactively engage with customers to ensure seamless implementations and deliver an ongoing best-in-class customer experience
• Advocate for strategic customer needs and feedback internally, and work cross-functionally with other teams to achieve outcomes and results for customers and Pomelo
• Develop and deliver regular business reviews with customers to identify areas for improvement, demonstrate Pomelo’s impact for patients and plans/employers, and drive customer retention
• Identify and mitigate risks, escalating critical customer issues to appropriate stakeholders and driving prompt resolution
• Collaborate closely with Pomelo partnership, marketing, and operations teams on strategic customer opportunities, including presentations, major enrollment campaigns, or other initiatives critical to Pomelo’s customer success
• Manage a Customer Success Manager, and develop a team strategic to drive forward progress for customers

Benefits

• Competitive healthcare benefits
• Generous equity compensation
• Unlimited vacation
• Membership in the First Round Network (a curated and confidential community with events, guides, thousands of Q&A questions, and opportunities for 1-1 mentorship)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed