Customer Success Lead, Ecosystem

Datavant is a data logistics company for healthcare whose products and solutions enable organizations to move and connect data securely. We are a data logistics company for healthcare whose products and solutions enable organizations to move and connect data securely. Datavant has a network of networks consisting of thousands of organizations, more than 70,000 hospitals and clinics, 70% of the 100 largest health systems, and an ecosystem of 500+ real-world data partners.

By joining Datavant today, you’re stepping onto a highly collaborative, remote-first team that is passionate about creating transformative change in healthcare. We hire for three traits: we want people who are smart, nice, and get things done. We invest in our people and believe in hiring for high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team, and we empower Datavanters to shape their working environment in a way that suits their needs.

We are looking for an experienced Customer Success pro who thrives in an entrepreneurial environment.  Given our SaaS business model and our focus on a “land and expand” strategy, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our solutions. As such, we need an experienced account and/or relationship management individual who can drive success for our customers. 

This role includes responsibilities for Customer Success outcomes (e.g., renewals, value realization, customer satisfaction, etc.) and activities (e.g., delivery, adoption, advocacy, retention, etc.).

You will:

• Drive Customer Success outcomes by owning, managing and maintaining high levels of client satisfaction and support for midmarket and small accounts, managing upwards of 200+ client relationships at scale
• Develop automations needed to scale client relationships while maintaining and improving high customer renewal rates and reduce churn
• Ensure successful client onboarding as soon as a deal is signed and overall high client satisfaction, technically setting up the clients and understanding the client’s systems and workflows
• Manage the end-to-end process of getting our clients set-up with Datavant and Datavant’s partners
• Help clients navigate their data privacy journey, building an understanding of their privacy objectives and ensuring smooth delivery of our privacy products in coordination with the Privacy Experts team 
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Support expansion of our revenue in accounts through identification of cross-sell and up-sell opportunities
• Work closely and cross-functionally with Technical Solutions,, Sales, Product, Engineering, and the Marketing team to develop programs and solutions that establish, expand, and deepen customer relationships
• Innovate new ideas to drive productivity, scalability, and discovery of best practices as we 10x the number of customers in the next few years.
• Help create a company-wide culture of customer-centricity

• 3+ years experience in healthcare technology and customer facing roles (required)
• Strong focus on learning and understanding the goals and strategies of our customers
• Deep understanding of value drivers in recurring revenue business models
• Ability to manage and influence through persuasion, negotiation, and consensus building
• Entrepreneurial, self-sufficient, and self-driven
• Comfort making decisions under uncertainty
• Thorough with attention to detail and a bias towards action
• Strong empathy for customers AND passion to achieve growth within customers
• Analytical and process-oriented mindset
• Enthusiastic and creative with the ability to inspire others
• Excellent communication and presentation skills – and a commitment to maintain good  internal and external relationships
• Passionate about building a business that transforms the healthcare industry
• Experience in sales and post-sales experience (ideal, but not required)
• Bonus for experience or interest in any of the following domains:
• Experience working within digital health analytic companies
• Application of RWD and RWE in the pharmaceutical and life sciences space
• Development of risk-based health insurance plans
• Creation and management of for-profit, not-for-profit, or academic registries

We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compensation. Salary ranges for this position are developed with the support of benchmarks and industry best practices. 

We’re building a high-growth, high-autonomy culture. We rely less on job titles and more on cultivating an environment where anyone can contribute, the best ideas win, and personal growth is driven by expanding impact. The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job. The estimated salary range for this role is $105,000 – $180,000.

At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your responses will be anonymous and used to help us identify areas of improvement in our recruitment process. (We can only see aggregate responses, not individual responses. In fact, we aren’t even able to see if you’ve responded or not.) Responding is your choice and it will not be used in any way in our hiring process.

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