Director of Customer Success (Government)
Propelus$125,000 - $150,000/year
Full Time
Expert & Leadership (9+ years)
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Healthcare, HealthtechIndustries
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
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
Skills
Customer Relationship Management
Account Management
Customer Success
Business Reviews
Risk Mitigation
Cross-Functional Collaboration
Team Management
Strategic Planning
Healthcare Industry Knowledge
Client Advocacy
Pomelo Care
Personalized healthcare for pregnancy and newborns
About Pomelo Care
Pomelo Care provides personalized healthcare services for pregnant individuals and newborns. The company combines traditional medical practices with advanced technology to improve health outcomes for families. Their services are designed to be accessible and focus on evidence-based care, ensuring that expectant mothers and their newborns receive the best possible support. Unlike many competitors, Pomelo Care emphasizes a tailored approach to healthcare, integrating technology to enhance the patient experience. The goal of Pomelo Care is to create a supportive environment that promotes the health and well-being of families during pregnancy and early childhood.
New York City, New YorkHeadquarters
2021Year Founded
$84.6MTotal Funding
SERIES_BCompany Stage
HealthcareIndustries
11-50Employees
Benefits
Health Insurance
Company Equity
Paid Vacation
Risks
Competition from similar maternity care providers may reduce Pomelo's market share.
Operational challenges from integrating The Doula Network could affect service delivery.
Regulatory scrutiny on virtual healthcare may increase compliance costs for Pomelo.
Differentiation
Pomelo Care combines virtual and in-person maternity services, unique in the industry.
The acquisition of The Doula Network enhances Pomelo's comprehensive care model.
Pomelo uses data science to improve maternal and infant health outcomes.
Upsides
Increased demand for telehealth boosts Pomelo's virtual care services.
Expansion of Medicaid coverage offers Pomelo new market opportunities.
Growing interest in personalized healthcare aligns with Pomelo's service model.
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