Head of Client Success

We are seeking a dynamic client success leader to join and lead our commercial team at Intus Care. This foundational role will be responsible for successfully building and scaling the client success function from the ground up across implementations, ongoing user success, and customer support. This role will join Intus Care at a crucial time in our growth: we are actively expanding our product suite across a value-based care electronic medical record (EMR), risk adjustment, population health analytics, and clinical services. And, we have a high-velocity pipeline of customers to serve. This role will be a keystone player in the success of our new product launches, and overall market expansion efforts.

The ideal candidate will have a strong background at every stage of a high-growth health technology start-up (Series A -> B -> C -> scale) serving value-based care markets -- with a proven track record of building high-functioning, high-performance client success teams from the ground up. This role will manage a small team on day 1 and will be quickly responsible for hiring & onboarding key additional functional players across clinical systems training/onboarding, ongoing user success, and customer support. This role will be highly cross-functional, working closely with team leads across business development, product, engineering, and clinical services to provide a stellar client delivery experience to Intus Care’s customers.

What We Do:

Intus Care is a healthcare analytics platform that synthesizes healthcare data to identify risks, visualize trends, and optimize care for PACE programs. Intus Care empowers care providers to mitigate high risk events and equips executives with the tools to make informed decisions based on comprehensive clinical and operational data. Our mission is to catalyze data driven change to achieve high-value, multi-disciplinary care for older adults. In addition, Intus Care offers a broad range of technical assistance and consulting services to support new PACE programs under development and existing programs that are growing and evolving to meet the needs of their communities.

Join us at Intus Care and play a crucial role in shaping the future of our client delivery functions. If you are a strategic thinker with a passion for driving customer success and scaling teams, we would love to hear from you!

In This Role You Will:

• Client Success Playbook Development, Execution & Scale:
• Leverage your domain and functional expertise to work alongside your team in the development and execution of comprehensive implementation playbooks for our new products
• Deeply understand the markets we serve, and their regulatory, compliance, and reporting requirements for our value-based care EMR product
• Help develop project plans and governance structures for technical implementation, including technical discovery, EMR to EMR data migration, data QA (validation and testing), and front-end feature and workflow configurations
• Help create detailed user personas and workflow maps for each user persona
• Help build a user training and onboarding knowledge base by persona, including user workflows, click paths, module-by-module training guides, workflow configuration libraries, etc
• Establish replicable and dynamic activation and engagement methods, such as super user assignments, train-the-trainer programs, and other user activation tools for the implementation period, and post-implementation ongoing client success
• Define clear implementation & user success KPIs and track the use, testing, and scaling of the client success playbook across multiple customers successfully
• Design and document the customer support ticket workflows, SOPs, SLAs and service delivery plan alongside Intus Care’s Head of Engineering
• Effectively track and monitor customer support SLAs, as primary accountability owner to function success

• Team Development and Management:
• Scale the client success function from the ground up, making decisions on team design and hiring across technical implementations, clinical systems training/onboarding, ongoing user success, and customer support (ticket triage management and resolution)
• Manage client success team in a multi-product; high-growth environment, optimizing and scaling the delivery model to serve a multi-product setup
• Hire well and ensure high employee retention at both direct and skip levels
  

Qualifications:

• Domain Knowledge:
• Hands-on experience with EMRs, including a comprehensive understanding of regulatory, compliance, and reporting requirements for EMR systems
• Extensive hands-on experience implementing EMR or EMR-integrated technology with providers in value-based care arrangements, focused on value-based care workflows across quality (HEDIS/Stars), risk adjustment, and cost of care management (population health, case management, etc.)
• Experience with dual-eligible programs (SNP plans, full-risk care delivery serving duals, etc.) is a plus
• Functional Expertise:
• Proven early/mid-career experience as an early implementation or client success hire directly responsible for “building the plane as you fly it” across playbook development, user training/onboarding, ongoing user activation & engagement, KPI development, and setting up for operational scale
• Proven experience setting up high-functioning customer support functions across building SOPs and SLAs, function design/hiring, and quality assurance across the customer ticket life cycle
• Proven track record of working successfully cross-functionally with product, engineering, and clinical services team leads to ensure a delightful client delivery experience
• Strong data-driven operations muscle with the ability to own the strategy -> execution -> optimization -> scale life cycle autonomously for highly complex, matrixed initiatives. Building efficient & effective documentation, knowledge databases, and governance structures to ensure continuous cross-functional visibility and alignment
  
  

Building and Scaling Teams Successfully:

• Proven experience “getting the first few hires right” while building teams from the ground up
• Deep experience with best practices for efficient client success team design and scale (hiring profiles, staffing ratios, KPIs, etc.)
• Proven mid/later career experience leading 5+ employee matrixed teams (direct reports, and 1+ layer of skip levels) with a high employee retention rate
• Excellent communication and interpersonal skills, with an approach that inspires action in others around them at every layer of the organization
• Must reside in the United States of America
  
  

What We Offer:

• A chance to be a part of a trailblazing team in healthcare technology
• Competitive salary package
• Comprehensive benefits including health, dental, and vision insurance
• A collaborative, inclusive, and dynamic work environment
• Opportunities for professional growth and development
  
  

Company Core Values:

• Take Ownership For Your Responsibilities and Outcomes
• Think With Data First
• Be Passionate About Impact
• Take Strides Toward Growth and Innovation
• Be Supportive Of Each Other
  
  

Salary Range: $160,000-$180,000/Year

Location: Remote

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