About the company

At Higi, we believe that it should be easier for people to be their healthiest. The steps toward better health should be more accessible, affordable, and convenient. That’s why we build innovative solutions that help people better understand their health needs and connect with the care and resources needed to manage and improve it. Higi gives consumers unsurpassed access to track and act on their health data through our network of 10,000 FDA-cleared Smart Health Stations located across the U.S as well as digital and mobile tools, including connected home health devices powered by personal relationships with clinical care managers. Through the Higi Station network, Higi’s web and mobile applications and our 50-state clinical network, our solutions engage and connect the consumer and their data in real-time with their trusted healthcare organizations to improve satisfaction, increase quality, reduce cost, and ultimately deliver better care. Join Higi on our mission to make healthcare more accessible by meeting people where they are – and have fun doing it.

About the role

Given our business model, where clients host the Higi Health Station network as a service for their constituents and/or pay for omnichannel programs leveraging that same network that support their key business initiatives, client success is vital to our long-term profitability. Higi is hiring a Client Success Director to lead end to end accountability and relationship management for assigned clients to be sure they are receiving unique, sustainable value from our service. As such we need an experienced healthcare industry leader to drive success for clients and strategic partners. This role will report to the VP, Client Success and will collaborate closely with our consumer engagement, client delivery, sales, marketing, product, business development, professional services, and Executive teams. As the client success director, you seek to understand the complex cross industry relationships essential to client, strategic partner and Higi’s success. You are detail oriented, but understand healthcare’s big picture and think strategically to maximize the value Higi programs bring to market. You are responsible for Client Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, renewal and upsell) and act as a fierce advocate for your assigned clients within our organization.

Responsibilities:

· Serve as a market subject matter expert and represent the voice of the customer to inform commercial strategy, solution development / iteration processes, and product roadmap

· Maintain laser-focus on and accountability for the end-to-end success of assigned clients

· Accelerate the final phase of our sales process leading solution scoping and definition of client and joint Higi-client goals

· Lead the cross-functional client implementation process balancing the needs of the client with the needs of Higi, with an eye towards efficiency and scalability

· Drive Client Success Outcomes with increased renewal rates and reduced churn. Expand our revenue in accounts through cross-sell and upsell.

· Ensure clients are strong Higi advocates (e.g., willing to provide references and testimonials, to publish joint case studies, etc.)

· Be accountable for assigned clients’ retention, renewals as well as program upsell potential and associated revenue

· Identify account growth and expansion opportunities by understanding clients’ strategic and business needs and their success drivers

· Effectively manage competing priorities and collaborate closely with key stakeholders

· Foster positive team interactions amongst all; drive a growth mindset, maintain a positive attitude, self-direct and self-motivate, generate fresh ideas

· Other duties as assigned

Higi’s main office is in Chicago; however, this role can be based anywhere in the U.S.

We’re excited about you because

· You’re a natural communicator with exceptional written and verbal skills and the ability to distill complex deliverables into clear communication; you understand how to manage complicated business relationships with a variety of internal and client key stakeholders

· You have strong project management experience and can deliver high-quality work against competing priorities

· You are highly motivated and a self-starter / self-directed with a strong sense of purpose and urgency

· Strong team player with the ability to manage up, down and across the organization.

· Compassionate, smart individual with a passion to connect with and understand client needs in healthcare and populations health

· You have 5+ years expereince in a client success role, understanding client lifecycle stages; healthcare experience and sales/post sales expereince a plus

· You have outstanding listening skills, cognizant of key verbal and nonverbal cues

· You are comfortable with segmentation of the client base and varying strategies

· You identify and operationalize opportunities for continuous improvement and thrive working in a fast paced, evolving environment

· You have strong empathy for customers AND a passion for revenue and growth

· You care about the details, but get the bigger picture

· You love the idea of helping clients succeed through compelling communication and presentations, and believe that good listening is the key to client success

· You’re energized by the idea that healthcare can be better, and that Higi has a key role to play in enabling that change

· You’re excited to join a collaborative team who supports each other at work and beyond!

Benefits/Perks

We provide a comprehensive compensation and benefits package that includes the following:

· Competitive base salary

· Open to Remote Work

· Equity

· Medical, dental, vision

· Company Paid Life Insurance, Short Term and Long-Term Disability Coverage

· 401(k)

· Unlimited PTO

· Sick Time off

· Paid On-site Gym Membership