Director, Customer Success

Ribbon Health

Ribbon Health

Customer Service, Sales & Business Development
New York, NY, USA
Posted on Tuesday, February 13, 2024

At Ribbon, we partner with customers across the entire healthcare ecosystem to power billions of care decisions to be accessible, affordable, and high quality. By transforming the healthcare decision-making process, we can influence a person’s outcomes for the better.

We are looking for a Director, Customer Success to join our Customer team, work cross-functionally to ensure that we take a customer-first approach to what we build and how we build it, and help us grow with our customers.

Together, we can create a healthier future where people receive exceptional care!

What we look for at Ribbon

  • Passion and drive to make navigating healthcare simple by building products that increase access to care and power every healthcare decision to be accessible, affordable and high-quality.
  • Commitment to Ribbon Health company values, working on an exceptional team, and building an exceptional company.
  • Grit, hustle, desire, and a “get-it-done” attitude; strong comfort with a lean startup environment, where everyone is encouraged to participate in and contribute across all teams.
  • Dedication to the creation of a diverse, equitable, and inclusive environment where teammates are celebrated for their unique perspectives and work together to make navigating healthcare simple.

What we’re looking for in this role

As a Director, Customer Success at Ribbon Health, you will play a crucial role in fostering and managing relationships with our health plan partners. You will be responsible for ensuring the successful implementation and ongoing collaboration with our enterprise accounts to maximize the value of Ribbon Health's products and services. This position requires a strategic thinker with excellent communication skills, a deep understanding of the healthcare industry, and a passion for improving the healthcare experience.

Your day-to-day

  • Relationship Management: Cultivate strong, long-term relationships with enterprise accounts, acting as the main point of contact for all account-related matters. Understand the unique needs and objectives of each account, ensuring a personalized and tailored approach to service delivery.
  • Implementation and Onboarding: Lead the onboarding process for new enterprise accounts, ensuring a smooth and efficient integration of Ribbon Health's solutions into their existing systems. Collaborate with internal teams to customize solutions based on the specific requirements and goals of each health plan.
  • Product Knowledge and Training: Develop an in-depth understanding of Ribbon Health products and services to effectively communicate the value proposition to health plan clients. Provide training and support to health plan partners to ensure optimal utilization and satisfaction.
  • Strategic Planning: Collaborate with internal teams to develop and execute strategic account plans that align with both Ribbon Health's and the health plan partners' objectives. Identify opportunities for upselling and cross-selling additional products or services.
  • Issue Resolution: Act as a liaison between health plan partners and internal teams to address and resolve any issues, concerns, or challenges that may arise. Ensure timely and effective communication of updates and resolutions to all relevant stakeholders.

You Are / You Have

  • Bachelor's degree in Business, Healthcare Management, or a related field. Master's degree is a plus.
  • Proven experience in account management, preferably within the healthcare or health tech industry.
  • Strong understanding of health plan operations, regulations, and industry trends.
  • Exceptional communication, negotiation, and interpersonal skills.
  • Ability to analyze data, identify trends, and provide strategic recommendations.
  • Self-motivated, proactive, and capable of working both independently and collaboratively.

If you are passionate about improving healthcare outcomes and have a track record of successful account management, we invite you to join Ribbon Health in our mission to revolutionize healthcare accessibility and delivery.

We seek to make Ribbon your best career decision. Part of fulfilling this vision is a compelling total compensation package. The base salary range for this role is between $153,000-$175,000. In addition to base salary and long-term incentive, this position also has competitive variable compensation. Starting pay will be based on a number of factors and commensurate with qualifications & experience. Ribbon also offers a competitive equity package, health insurance, parental leave, 401K matching, and other great benefits.

We take care of you

Our goal is to make this the best career decision any of us have ever made. We stand by this goal by offering a wide variety of benefits such as:

  • Fully sponsored medical, vision, and dental coverage
  • 401k with matching
  • Parental leave and family planning
  • Healthcare and dependent care FSA
  • Flexible PTO
  • Hybrid work environment
  • Sponsored membership to One Medical
  • Mental health benefits
  • Commuter support and CitiBike membership
  • Employee assistance program
  • Optional long-term disability insurance
  • Fully covered short-term disability insurance & optional long term disability insurance
  • Work from home stipend
  • Inclusive environment passionate about supporting each other as teammates
Ribbon Health is proud to be an Equal Opportunity Employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.

A successful candidate must be fully vaccinated against COVID-19, unless Ribbon Health grants an exemption based on medical condition and/or disability, sincerely held religious belief, or as otherwise required under applicable law.

Don’t meet every requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification.

At Ribbon, we’re committed to building a diverse inclusive and authentic workplace with a tangible sense of belonging for all our people.

So if you’re excited about this role but your past experience doesn’t align perfectly with everything in the job description, we encourage you to apply anyway. You may be just the right person for this or another role.