Head of Customer Success

Company Description

Care+Wear is a fast-paced startup located in the heart of NYC working to ensure each person feels like themselves in the hospital. We were founded in 2014 with a vision to incorporate fashion and innovation into healthwear solutions, striving to improve patient comfort and satisfaction while streamlining the treatment process for clinicians. We’ve been featured in press including the New York Times, Forbes, NPR, and on broadcasts around the world. We were named the 4th fastest growing company in America by the Financial Times in 2022 (20th in America by Inc. Magazine in 2021).

We use a comprehensive design thinking approach, working in conjunction with the end users, clinicians, and designers to create products that provide the highest quality, function, and experience. We partner with a number of foundations and leagues, such as Stand Up 2 Cancer and MLB, and a portion of our profits is donated to our non-profit partners. We partner with brands like Oscar de la Renta and the Natori Company and schools such as Parsons School of Design. We work with a number of retailers, hospitals, leading medical distributors, and GPOs to distribute our products around the world.

Position Summary

We are looking for someone who is exceptionally thoughtful, detail-oriented, intellectually curious, and brilliant to spearhead implementations and the success of the customers who you implement. While you will report directly to the Chief Operating Officer, you’ll work closely across Sales, Product, Customer Success, Marketing and Operations to drive new implementations at our partners, drive/monitor adoption, and synthesize product feedback back to the company. You will be crucial in enhancing our overall capacity to effectively execute implementations and drive ROI for our customers.

The ideal candidate will have experience working with / implementing products in healthcare and can offer innovative and engaging change management tactics to their daily work. The role will require alignment with key external and internal stakeholders prior to launch, on-site support during launch, and close monitoring post-launch to ensure successful adoption and continuous engagement, including driving accounts towards renewals and upsells. You will drive the Company’s efforts to position itself as a visionary leader and help develop the Brand in creating innovative healthwear. You will have strong personal accountability for results, strong commitment to teamwork in support of the company’s success, adherence to ethical business practices, and comfort operating in a start-up environment with an ability to prioritize and drive actions to closure.

Responsibilities

• Develop strong relationships with healthcare institutions and develop a deep understanding of the partners needs
• Track, manage and update across client project plans to ensure all onboarding activities are met
• Develop project plans for engaging and communicating with new clients around all new product launches
• Build out the customer success team to define, implement and track strategic processes and projects starting as a team of one and evolving into a larger team as we continue to develop more long-term relationships
• Lead and grow a diverse team of CSMs focused on driving product adoption, value and advocacy from our customer base, resulting in success for our customers and success for Care+Wear
• Have a maniacal focus on driving consumption, adoption and value analysis of Care+Wear’s products through clear expectation setting with your team and driving proactive and reactive tracking of data points
• Contribute to Care+Wear’s Customer First strategy by creating and developing new and innovative frameworks, processes and content for CSMs to deliver in the field reinforcing the value and importance of Customer First
• Act as a pivotal member of the team, participating in strategy development, cross functional collaboration, driving risk from our customer base and uncovering expansion opportunities
• Represent the company externally and be comfortable presenting at Care+Wear or 3rd party forums
• Design and develop materials and collateral related to pilots and launches
• Execute on launch plans, including planning, communication, events, and post-launch surveys and feedback
• Serve as a “most valued partner” to cross-functional leadership both internally and externally
• Consistently research trends with our clients and share insights with the team / leadership • Foster a success-oriented, accountable environment within the company

Qualifications

• 7+ years in management consulting, strategic operations, implementations, or business development, ideally in healthcare and/or customer success
• Excellent project management and communication skills with strong interpersonal relationship expertise and experience in external-facing roles
• Exceptional track record of developing and implementing projects that have consistently met or exceeded planned objectives, providing personal leadership through example • Ability to work collaboratively with colleagues and staff to create a results driven and team oriented environment
• Possess personal qualities of integrity, credibility, and commitment to corporate mission
• Flexible and able to multitask; can work within an ambiguous, fast-moving environment, while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities and guiding investment in people and systems
• Experience with companies selling both D2C and B2B
• Pro-active self-starter with ability to drive analytics and problem solve independently, as well as manage multiple projects / deadlines
• Proven experience in building world class, end to end customer journeys (from initial deployment to continuous renewals) through working with all key stakeholders across the customer organization
• Relentless focus on excellence, growth, innovation and high delivery and operational excellence • Well established track record of producing high quality customer and leadership results while establishing/maintaining customer relationships at all levels
• Strong attention to detail
• Travel as needed
• Unbelievably positive attitude
• A sense of humor

Interview Process

• Interview screen with the CEO
• Meet a few of your potential colleagues across the company.
• A “challenge” assignment and presentation of your findings, which will give you a sense of the type of work you may be doing in this role and us a chance to see how you think • Join the Care+Wear family!!

How are we managing through the COVID pandemic?

Our primary goal from the beginning of the pandemic has been to ensure employee safety and to do our part in protecting the healthcare community that we play an important role in helping every day. We have implemented several best-in-class safety protocols to ensure our office is a safe and happy place to work and intend to embrace a hybrid work model that allows for 3 days in office, 2 days remote per week. With that in mind, we are looking for candidates that will be based full-time in/around NYC. We are an equal opportunity workplace committed to building a culture that celebrates diversity and inclusion.

Salary Expectations: $100,000-$150,000 + bonus + equity

How to ApplyPlease send your resume to jobs@careandwear.com and indicate “Head of Customer Success” in the subject line.