We’ll expect you to:

• Manage overall customer lifecycle and experience from the point a new customer signs to their ongoing experience with Virgo
• Lead, expand, and mentor the Customer Success team by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a world-class team
• Measure, analyze, and improve the effectiveness of Customer Success; track and optimize key metrics
• Create and deploy optimal client lifecycles, establish best practice playbooks and business review processes.
• Be an active member of the Leadership Team – always upholding our core values

Qualifications:

• Experience building and managing Customer Success teams in the healthcare space
• A strong strategic vision for the customer experience, professional services, and customer support
• 5 – 7 years experience in customer success, customer support, IT/networking, healthcare
• The ability to architect services and support delivery models that align with current customer segments, deliver customer value and scale with growth projections
• A propensity for relationship building
• Strong verbal and written communication skills
• Experience in a fast-paced, rapidly changing work environment is beneficial
• Attention to detail and commitment to accuracy
• Independent and proactive work style with an inquisitive demeanor
• Positive attitude and team player
• A track record of developing and mentoring great talent, and building and motivating high-achieving teams

Bonus points if you have:

• Healthcare/hospital experience
• Experience building and managing high-velocity teams at high-growth, venture-funded technology startups
• IT/computers
• Biomed/Clinical Engineering
• Field Service Tech or Field Service Engineer
• Project Management Professional certification or comparable experience
• Master’s degree such as MHA, MPA, MPP, M Ed, MSN, or MBA
• Big4, MBB, or equivalent management consulting experience
• AV installation or support
• Technical customer support or technical customer success
• Technical training

What you can get excited about:

• Virgo builds products that are used by physicians to help improve the quality of patient care and clinical research
• We are still small, so you’ll have the opportunity to help shape the company and team culture
• We are growing quickly and there will be plenty of opportunities for building and leading small teams
• We appreciate the benefits of a decent life/work balance; we won’t be emailing you Saturday evening or bothering you when you take a vacation