Job Description

Join Our Growing Team!

As an early Customer Experience team member, you can help us shape best practices for customer implementation, support, retention, loyalty, and expansion in close partnership with our Head of Customer Experience. Your responsibilities will expose you to a breadth of company needs as you collaborate cross-functionally with our technical, commercial, and executive teams. As the company grows, this critical role has significant growth potential. This is a unique experience to join a funded startup and see first-hand how a company is built.

What You'll Do

• Customer Satisfaction: Proactively monitor account health indicators and engage customers, including regular usage/ROI analysis, business reviews, and on-site customer visits.
• Customer Relationship Management: Serve as the primary point of contact for customers, starting at their implementation kick-off call. Build and maintain strong, long-lasting client relationships to ensure satisfaction and loyalty.
• Project Management: Oversee and track the progress of customer implementations for new use cases. Work closely with technical team members on back-end configuration to ensure customer success.
• Expansion Opportunities: Proactively identify and pursue opportunities for contract expansion by understanding customer needs, aligning them with Plenful offerings, and determining new statement of work terms.
• Communication Excellence: Set a high standard for clarity, responsiveness, and professionalism in all customer interactions. Lead internal process improvement related to customer communication.
• Strategic Optimizations: Lead data-driven optimization efforts and analysis to help us better serve our customers and put in the best processes to ensure scalability.

What You Bring

• Experience
  • 3+ years in Account Management, Customer Success, Enterprise Sales, Management Consulting, or a related field, ideally in SaaS, healthcare technology, or healthcare
  • Proven track record in managing customer relationships, driving adoption, achieving account retention goals, and nurturing account expansion opportunities
  • Experience with early-stage startups is a plus
• Technical Skills
  • Familiarity with healthcare operations and regulatory compliance (e.g., HIPAA, 340B Drug Pricing, Prior Auth)
  • Proficient in CRM systems (e.g., Salesforce) and customer success platforms
  • Experience with data analysis and reporting tools is preferred
  • Ability to interpret and leverage data to measure value/calculate ROI generated for customers, support decision-making, optimize customer outcomes, and recommend strategic actions.
• Additional Skills
  • Demonstrated ability to successfully coordinate and manage projects across multiple stakeholders, ensuring objectives are met on time and according to customer expectations
  • Excellent verbal and written communication skills, with the ability to effectively present to and influence stakeholders at all levels
  • Strong problem-solving skills, ability to articulate unstructured problems effectively and with a customer-focused approach to addressing client needs and resolving issues
  • Ability to work collaboratively across functions, including Sales and technical team members, to ensure a seamless customer experience
  • Highly organized, able to manage multiple accounts, and prioritize tasks independently.
• Miscellaneous
  • A genuine interest in healthcare and making the industry more efficient
  • Excitement to see and learn the company-building process firsthand alongside dedicated, hardworking, fun-loving team members
  • A bias toward action and enjoyment working in a dynamic, fast-moving environment
  • Willingness to travel up to 25% of the time
• Educational Background
  • BA/BS degree

Plenful Perks

• Great benefits include unlimited PTO, health insurance, meal stipend, health & wellness stipend, team offsites, 401K matching, and stock options
• Join an all-star team with direct access to executive leadership
• Opportunities to further develop and refine your partnership acumen by partnering with our seasoned leaders

Hybrid Workplace

Plenful is headquartered in San Francisco, with an east coast office in New York City. CX hires in SF and NYC are expected to work in-office three days per week. Outside of these hubs, we're remote-first. At this time, we are currently prioritizing candidates based on the West Coast or Mountain Time for this role.

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