HealthJoy
HealthJoy removes the complexity from being healthy and well.
Chicago, IL

Director, Customer Success at HealthJoy

| Chicago
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Come for the mission. Stay for the experience.

Let’s keep things simple: we are an unbelievably talented, hard-working, and compassionate team driving towards a mission that impacts every single one of us - even you! Healthcare benefits are complex, underutilized, and a mystery for most users. We’re removing that complexity. 

Our industry-leading technology solution puts a simplified benefits experience in the hands of users, saving them time and money. Since the start of the pandemic, we’ve created a COVID-19 resource center, helped members find testing and care, and made it even simpler to get telemedicine and mental health support to employees. 

HealthJoy experienced explosive growth in 2020: we raised $30M in Series C funding, earned awards for Talent Culture’s Best HR Technology Leaders and Built In Chicago’s Best Places to Work, added 55+ key team members despite going totally remote, and so much more. This year, we continue down that path of high growth and high impact.


Your impact. 

Customer Success Strategy + Execution

  • Working closely alongside the Vice President, Customer Success, serve as a key voice in the development and strategy of the Customer Success organization, including annual business strategy as well as quarterly goals.
  • Own the execution and performance of the Customer Success organization. 
  • Use data  (KPIs, customer outcomes, etc.) to set team expectations and manage against such goals.
  • Working closely with cross-functional teams both within and outside of Customer Operations, develop and refine Customer Success methodology, processes and documentation with the goal of improving team scalability and outcomes.
  • Work closely with internal Gainsight administrators, Revenue Operations, Data Team, and others to ensure that the Customer Success organization has the appropriate tooling and data to successfully execute and measure outcomes.
  • Bring new and impactful  ideas and best practices to the Customer Success organization 
  • Serve as the “executive sponsor” for key strategic accounts, by advising account teams regarding strategy, supporting customer relationships, and participating in customer engagements of high priority

Growth + Scale

  • In close partnership with the Vice President, Customer Success, contribute to company-wide net ARR retention goals by maximizing gross retention 
  • Partner successfully with Sales Expansion) function to ensure that the customer-base is healthy and realizing value, so as to maximize opportunity for contract expansion 
  • Lead efforts to proactively improve key leading indicators of retention -- time to value, adoption, customer satisfaction, and ROI
  • Own and develop team strategy for retention and renewal of customers
  • Instill across HealthJoy a deep understanding of value drivers in recurring revenue business models and evangelize how Customer Success and other functions contribute to retention

Leadership + Management

  • Provide consistent visibility to company leaders and the wider HealthJoy audience about Customer Success’ activities, wins, challenges and dependencies
  • Align Customer Success, Sales, Marketing, Product, and Operations functions around key customer initiatives
  • Manage a team of regional Customer Success Team Leads, who in turn manage individual contributors (Customer Success Managers and Customer Success Specialists)
  • Serve as the face of the Customer Success function within HealthJoy and educate other functions/departments on Customer Success’ functions, wins, and outcomes
  • Identify and grow talent through mentorship, coaching, and professional development
  • Serve as a calming and trusted escalation point for account teams, clients and partners 
  • Share the company vision; embody and improve our culture; live our values, and be a role model to others

Your experience. 
    • 8+ years of customer success type role at a SaaS company; 4+ years in a Customer Success leadership role. 
    • 4+ years of people management experience, including experience managing managers.
    • You lead by example - you’re a “hands-on” manager and willing to roll up your sleeves to get things done.
    • You’re scrappy - you’re simultaneously able to hold a vision of future-state best practice informed by your expertise in Customer Success, but also have a proven record of leading an organization through incremental steps needed to get there over time. 
    • You live and breathe customer success; you know that the success of our customers is our success. You have a proven record of championing the voice of the customer across the organization.
    • Proven ability using customer success software solutions (Gainsight, ChurnZero, etc.) to operationalize a customer success organization at scale.
    • Proven ability to quantify and drive strategy to hit key metrics including customer retention, customer health, and product adoption.
    • Expert level skills in managing and influencing through persuasion, negotiation, and consensus building cross-functionally and within your own team, at all levels of the organization (entry-level to executive).
    • Phenomenal communication skills and proven ability to build relationships of empathy, trust, and respect with other team members, stakeholders, customers, and partners.
  • Preferred - Experience with scaled customer success approaches including low-touch / digital led success strategies, and demonstrated partnership with customer marketing functions.
  • Preferred - An understanding of channel distribution strategies, and how that distribution strategy impacts customer success lifecycle and motions.
 Our rewards.

Work should be meaningful and rewarding.

HealthJoy offers a robust package of employee perks and benefits, including healthcare benefits (medical, dental and vision, therapy and EAP, and telemedicine), flexible PTO plan, 401k, parental leave, and HSA contribution match. We also provide our employees with a remote work stipend - to ensure you can work comfortably from home, host virtual-lunch-and-learns, ‘friendship time’ pairings, virtual coffee chats, happy hours, and quarterly team activities.

The best benefit of all? We use our own product. As an employee, you can rely on HealthJoy to feel confident about your own healthcare decisions and get the most out of your unique benefits plan.

HealthJoy is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other basis forbidden under federal, state, or local law.

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Where we are

Our "neighborhood" is where our team is! We've been working remote since 2020 and will continue to operate as a remote first workforce. For team members who want an in person experience, our River North office is open for optional use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • microservicesLanguages
    • ErlangLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • AWS Frameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • SnowflakeDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • GainsightCMS
    • SalesforceCRM
    • InsightSquaredCRM
    • MailChimpEmail
    • SendGridEmail
    • customer.ioEmail
    • PardotLead Gen
    • ZapierLead Gen
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What are HealthJoy Perks + Benefits

HealthJoy Benefits Overview

HealthJoy offers a robust package of employee perks and benefits including healthcare benefits, flexible PTO plan, 401k, parental leave, a work from home stipend, telemedicine, Employee Assistance Programs and a generous HSA contribution match.

We also stay connected while working remotely through virtual wellness activities & happy hours, volunteer events in our local communities, lunch and learns, ‘friendship time’ pairings and ‘high five’ Friday’s.

The best benefit of all? We use our own product. As an employee, you can rely on HealthJoy to feel confident about your own healthcare decisions and get the most out of your unique benefits plan.

Culture
Volunteer in local community
We're finding ways to support the communities and causes that matter most to our employees.
Partners with Nonprofits
We currently partner with Non Profits such as 360 Youth Services.
Friends outside of work
Intracompany committees
Our team is passionate about diversity & inclusion, building a positive company culture, physical & mental wellness and more. Team members are empowered to take ownership and drive change.
Daily sync
Open door policy
Team owned deliverables
Group brainstorming sessions
Pair programming
Diversity
Documented equal pay policy
Diversity Employee Resource Groups
HealthJoy's ERGs consist of the following; Multicultural, Emerging Leaders, Women's Network, and LGBTQ+ and Allies. We also encourage open discussion in our company's Belonging group slack.
Hiring Practices that Promote Diversity
In addition to being an Equal Opportunity Employer, we welcome applicants who represent a diverse set of interests and life experiences.
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Home Office Stipend for Remote Employees
HealthJoy offers employees a work from home stipend to help team members create a comfortable and productive environment wherever they are.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
HealthJoy employees lead lunch & learn sessions to help team members learn more about the departments across the company and occasionally throw in fun sessions from our in-house Improv performer.
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
Paid industry certifications

An Insider's view of HealthJoy

What’s the vibe like in the office?

We care deeply about our company's mission. The healthcare industry is complex, and most people won’t dive deep enough to get the most value from their benefits. HealthJoy is here to solve that and change an antiquated industry and we're all playing a role in bringing that into reality. It's exciting and motivating.

Chhay

Vice President, Technology

How do you collaborate with other teams in the company?

I am constantly challenged and supported by the team and that makes me better at what I do, giving our clients the best of our collective work.

Una

Manager, Implementation

How has your career grown since starting at the company?

I came to HealthJoy to lead recruitment for our tech organization. As a DEI champion, I've been able to launch programs for our entire company which have become an important part of our cultural foundation.

Amanda

Manager, Talent Acquisition

What is your vision for the company?

Our vision is to be America’s best healthcare and benefits guidance platform. We want to build an app where people can come anytime to understand, treat and save on their healthcare and benefits. We want to make the whole experience as simple as possible.

Doug

President and Co-Founder

What projects are you most excited about?

Building a product that has direct impact in people’s life is something that I always wanted to do. HealthJoy has the perfect platform to accomplish that. I am also excited that the leadership team is committed to invest in great people and technology. Those are key enablers to achieve our mission.

Jaime

Software Engineer

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