Director of Customer Success

Be a part of the team building the future of healthcare!

Firefly Health is building a revolutionary new type of comprehensive health "care and coverage,” powered by a relationship-driven care team, a trusted virtual and in-person clinical network, and our proprietary technology platform.

Founded by experienced clinicians and technology leaders, Firefly Health is on a mission to deliver clinical and financial health through joyful, always there care. We are flipping the script on what it means to be a health plan and actually providing a true health benefit to members.

Firefly works with self-funded employers and large payors to offer advanced virtual-first primary care and virtual-first health plans that integrate care, coverage, and navigation for healthcare anytime, anywhere. By engaging members early and often, Firefly develops trust and rapport so members always know where to turn. And it works.

We are intensely focused on optimizing the physical + mental + financial wellbeing of those who want (and deserve) something better than the status quo. If you are ready to roll up your sleeves and take on our audacious mission, we would love to hear from you.

Your Role

Firefly Health is bringing our risk-bearing primary care and coverage to a growing number of payors and employers. The Director of Customer Success is a critical role within the Firefly Commercial Team, driving strategic and sustainable growth across our growing book-of-business. This individual will be responsible for strategically managing Firefly customer accounts.

First and foremost, the right candidate will be a fierce advocate for our customers, understanding how to balance their needs with the continued growth of the business. They will have experience cultivating relationships with key executive decision-makers to deliver an exceptional customer experience while also creating new relationships throughout these organizations to drive future growth.

We are looking for a strategic and creative contributor who understands that acting as a value-added partner is critical to unlocking future growth. The Director of Customer Success will manage client relationships through industry and product expertise, data-informed measurement and growth strategies, and a solutions-driven approach.

The ideal candidate has employer benefits and/or payor experience. The individual should be an execution-focused team player who displays maturity, commands trust, and inspires confidence, with excellent people skills, a willingness to take smart risks, thinks strategically and tactically, and maintains a positive outlook and sense of humor in the face of challenges.

This role will report to the Chief Commercial Officer.

You will:

• Work cross-functionally to define the customer success strategy for the next phase of Firefly’s growth (tools, processes, metrics, customer experience models)
• Maintain comprehensive knowledge of customer priorities and key business objectives
• Lead the strategy for revenue growth for key accounts
• Drive customer satisfaction and client retention by consistently demonstrating the value of Firefly
• Work with Firefly’s marketing team to develop service adoption strategies that will lead to high levels of membership attribution and engagement, customized to specific customer populations
• Take ownership and initiative to break down complex product/client barriers across the Customer Success function to unlock new opportunities
• Coordinate with Engineering teams to provide rapid incident response for our customers
• Manage the full lifestyle of customer issues by developing action plans for escalated issues, working with Engineering and Product on issue resolution, and developing customer messaging while keeping customers and the leadership team informed on progress
• Understand the “Voice of the Client" by developing customer surveys and feedback loops and analyzing data to drive improvements in the Product Roadmap
• Develop a program for “Client Advocacy” for our referenceable clients in partnership with Firefly’s marketing team (leading to testimonials, case studies, joint speaking engagements, etc)
• Coordinate complex projects across matrixed organizations involving multiple teams

You’d be a good fit if you have:

• 10+ years of experience managing customer accounts
• Experience working with employer HR / Benefits teams and/or Payors Product and Account Management teams
• Experience implementing digital health solutions in an enterprise setting
• Comfortability working independently
• Success at cultivating highly collaborative internal and external relationships
• Superb project management, organizational, and communication skills
• Strong public speaking skills and a willingness to present in front of large audiences when needed
• Effectively manage multiple priorities in a fast-paced environment

Our office is located in Watertown, Massachusetts, but we’ve developed a robust remote working structure to give us more geographical flexibility while hiring for many positions.

This role can be done largely remotely, there are several times a year when staff come together onsite for planning and team building.

Firefly is an equal opportunity employer. We value diverse backgrounds and perspectives. We're committed to building and sustaining an inclusive workplace culture where individuals are treated with dignity and respect. All employment is decided on the basis of qualifications, merit, and business need. Firefly is an E-Verify employer.