EngagedMD: Director of Customer Success & Support


Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10)
You are an experienced Customer Success professional with superior relationship management and team development skills, intent on growing customer accounts and overall net revenue retention to help a tech organization achieve its mission. We’re EngagedMD and we have a patient journey application used by more than 1 million users nationwide and internationally since its launch, and we continue to see enormous growth and adoption from medical clinics across multiple markets. This is an exciting opportunity to join us in our mission to make life easier for clinics and patients alike as we scale.
You’ll manage a team of Customer Success Managers and Customer Support Specialists, serving as a point of escalation, leading them in their day-to-day work, and helping them develop and grow professionally. You’ll also be responsible for setting and executing team strategy, creating new processes, and improving existing processes, all with an eye towards scaling the team and achieving team, group, and company revenue goals. You will have the opportunity to closely collaborate with other leaders in our Fertility Group to ensure an exceptional, integrated experience for all of our clients. 
This fully remote role reports to the Head of Fertility and candidates are required to reside in the United States. This role requires legal authorization to work in the United States. EngagedMD is unable to sponsor current H1B visa holders for this role.
What You’ll Do
  • Partner with the Head of Fertility to ensure an integrated client experience across multiple lifecycle touch points
  • Create concrete quarterly objectives for the team and similarly create the strategies required to achieve them
  • Lead the Customer Success team to execute on strategies to drive additional revenue generation by optimizing product utilization and cross-and-up selling our existing accounts
  • Build strong relationships with key stakeholders at our client sites, including standalone clinics and our enterprise clients
  • Get deep with available data, and build capacity for additional data gathering, such that you and your team can make informed, data-driven decisions
  • Partner with our product teams to design roadmaps for rolling out new product offerings to our clients, ensuring that clinics and networks continue to get as much value from the EngagedMD platform as possible
  • Communicate the needs of our clients to the product teams by openly sharing enhancement requests, bugs, and customer feedback 
  • Lead the Customer Support team to provide the highest levels of customer technical support
  • Mentor, develop and coach a team to achieve their professional and team goals 
  • Create success strategies for our enterprise clients as they grow/evolve in a rapidly changing industry
What You’ll Bring
  • At least 5 years of experience in SaaS Customer Success and at least 3 years of experience leading teams in Customer Success
  • Prior experience managing and leading Customer Success Managers
  • Experience building teams with a passion for providing mentorship, coaching, and development of the team
  • An ability to model EngagedMD’s core values and action principles
  • Prior successful experience working remotely with distributed teams  
  • A mission-driven orientation to all you do 
  • Superior written and verbal communication skills
  • Ability to thrive in a small, fast-paced organization 
  • Bachelor’s degree or equivalent career experience 
It’s Also Nice If You…
  • Have at least a passing familiarity with the fertility and/or healthcare industries
  • Have worked with a highly dynamic client base in the past
What We Offer
  • Competitive compensation and equity
  • Medical, dental, and vision coverage heavily subsidized by the company
  • Open Paid Time Off
  • Paid family and medical leave
  • Generous paid holidays
  • 401(k) retirement savings plan 
EngagedMD is an equal opportunity employer. We’re committed to diversity, equity, and inclusion. We believe our company and products are made better by the varied perspectives of our employees, each of whom we seek to empower and support in their individuality. We hire our team members on the basis of merit, qualifications, and the needs of our business in order to best achieve our mission to make life easier for the clinics and patients we serve.