About the Company
We're building infrastructure that makes healthcare innovation easier. Our customers already serve 3+ million patients and manage $15+ billion in annual medical spend. We work with leading healthcare groups backed by top Silicon Valley investors such as Sequoia, General Catalyst, Y Combinator, Kleiner Perkins, Stanford, Khosla Ventures, and others. Our mission is to enable more innovation in healthcareso more patients receive affordable care.
About the Team
Our leadership team previously built and scaled a national digital health company (>$15M raised, 100+ employees) that was later acquired by a 2,000-person healthcare organization. We're now building the next generation of infrastructure to help healthcare companies launch and scale faster.
About the Role
As our business grows, we're looking for a Client Success Operations Specialist to help new healthcare groups launch successfully with our platform and operations.
In this role, you'll help execute the day-to-day work that supports our clients after they've launched with us. This includes coordinating physician matching, handling client requests, preparing documentation, and working across internal teams to make sure client needs are addressed quickly and accurately.
You'll work closely with Client Success, Compliance Ops, Partnerships, and BizOps to keep client work moving forward, and ensure the operational details behind client success are handled well.
This role is ideal for someone who enjoys solving operational problems, managing complex workflows, and making sure nothing falls through the cracks.
What You'll Own
- Serve as an operational partner to the Client Success team, ensuring client work and timelines move forward smoothly.
- Coordinate key onboarding and operational tasks such as physician matching, APP collaborations, and documentation preparation.
- Manage incoming client tickets and requests, ensuring issues are addressed promptly and accurately.
- Research operational questions, regulatory requirements, and internal processes to help resolve client issues.
- Track multiple client tasks simultaneously and ensure deadlines and deliverables are met.
- Collaborate with Client Success, Compliance Ops, Partnerships, and BizOps teams to move client work forward and resolve blockers.
- Maintain strong attention to detail across documentation, operational processes, and client deliverables.
- Identify operational bottlenecks and contribute to improving internal workflows over time.
Key Performance Indicators
Your performance in this role will be measured across core operational metrics:
- Client Ticket Response Time Prompt responses to incoming client requests.
- Operational Task Completion Client tasks and deliverables completed on schedule.
- Time-to-Resolution Efficient resolution of operational client issues.
- Client NPS Delivering a smooth and positive client experience through operational excellence.
90-Day Expectations
- Independently managing client tickets and operational requests.
- Keeping multiple client tasks and timelines on schedule.
- Coordinating effectively with Client Success, Compliance Ops, Partnerships, and BizOps to resolve blockers.
About You
Core Experience
- 2-4 years of experience in customer success, support, operations, project management or similar client-facing roles, where you've demonstrated strong problem-solving and execution.
- Excellent spoken and written communication skills.
- Operationally excellent, with a high daily output and precision in execution.
- Strong attention to detail, independence, and good judgment, with a track record of getting the details right.
What You Bring
- Energy and drive; you have a hunger for self-improvement and want to be around the most talented teammates who push you to do so. (Kobe said it best.)
- Excited by a fast-paced, startup culture where you'll navigate ambiguity and solve big problems, with very high autonomy.
- Talent for identifying process improvement opportunities and creative ways to better structure operations.
- Interest in working in healthcare and helping healthcare innovation flourish.
What We Offer
- Highly competitive salary and stock option grants (we want you to share in our growth).
- Compassionate, fun, and mission-driven culture of excellence and innovation. (We help companies bring new life-changing therapies into the world.)
- Many growth and advancement opportunities (company is regularly doubling, so there are many opportunities to step up).
- Work from home, remote job, with flexibility.
- Paid holidays and vacation time; paid sick time.
- HMO coverage; we prioritize your health and well-being.
- Culture of mentorship, learning, independence, and critical thinking.
- This role operates in Eastern Time (EST) hours.
Tools We Use
- Gmail Client communication and coordination with internal and external stakeholders
- Slack Real-time communication and collaboration across teams
- Notion Internal knowledge base, documentation, and operational playbooks
- Asana Project management and tracking onboarding workflows and milestones
- HubSpot Customer relationship management and client lifecycle tracking
- Front Shared inbox for managing client communications and support requests
- Quo (formerly OpenPhone) Phone communication with clients and partners
- 1Password Secure credential and access management across tools and systems
