Director of Customer Success

About Us

At Kalderos we are building unifying technologies that bring transparency trust and equity to the entire healthcare community with a focus on pharmaceutical pricing. Our success is measured when we can empower all of healthcare to focus more on improving the health of people.

That success is driven by Kalderos greatest asset our people. Our team thrives on the problems that we solve is driven to innovate and thrives on the feedback of their peers. Our team is passionate about what they do and we are looking for people to join our company and our mission.

Thats where you come in! Kalderos is seeking a Director Customer Success to join the Customer Operations team and lead the customer success departments strategy and performance. This pivotal role involves setting the vision and goals for the team aligning them with company objectives and measuring key metrics such as customer satisfaction retention churn upsell and crosssell.

The Director will also manage the hiring training coaching and development of Customer Success Managers (CSMs) ensuring they have the necessary skills tools and resources to deliver exceptional customer service and optimize customer value and satisfaction. Additionally the Director will collaborate with other departments including sales engineering product and finance to provide feedback insights and solutions that enhance the customer experience and value proposition.

The ideal candidate will possess strong leadership communication and relationshipbuilding skills enabling them to proactively partner with customers and internal stakeholders to ensure bestinclass service and achievement of company objectives.

What Youll Do:

Strategic Leadership

• Develop and execute a customer success strategy that aligns with broader business goals.
• Partner with Customer Success leadership to determine the metrics health scores and KPIs relevant to Customer Success.
• Analyze customer data and metrics to identify trends opportunities and areas for improvement.
• Communicate and prioritize customer and CS needs to crossfunctional teams and executive leadership.
• Monitor customer health and product adoption; provide regular reports to leadership highlighting areas of risk and mitigation plans.
• Partner with sales leadership to support customer preand postsales activities.
• Work with Customer Success Operations to implement new processes that drive efficiency and ensure data accuracy.
• Develop expertise in products and the value proposition of the platform for all stakeholders in the 340B and Medicaid space.

Customer Relationship Management

• Build and maintain strong relationships with key customers acting as a trusted advisor and advocate.
• Proactively identify and address customer issues and concerns to ensure a positive customer experience.
• Collaborate with other departments (e.g. sales engineering finance product) to ensure a consistent and positive customer journey.

Upselling and CrossSelling

• Collaborate with the sales team to identify opportunities for upselling and crossselling to existing customers.
• Develop and implement strategies to drive revenue growth from existing customers.

Team Leadership and Management

• Hire train and mentor a team of Customer Success professionals by aligning customer and business goals to create a cohesive dataled and customerinformed process.
• Lead and motivate the customer success team fostering a collaborative highperformance culture.
• Guide team alignment of activities to achieve company goals and team priorities by leveraging best practices and repeatable processes and providing the necessary tools and resources needed for success.
• Onboard new team members efficiently and effectively.
• Provide guidance and coaching to team members as they develop strategic value plans for each account.
• Oversee relationship management across the entire CS team.
• Add value to customer relationships and drive desired customer goals by actively participating in customer discussions and/or by testing and implementing proven approaches within the team.
• Minimize customer escalations through proactive and holistic account monitoring and stakeholder engagement/management.
• Hire train and mentor customer success managers and provide the necessary tools and resources needed for success.
• Conduct regular performance reviews and provide constructive feedback to team members.

What Youll Bring:

• Bachelors degree in business science technology or healthcare administration field
• 10 years of professional experience building and maintaining customer relationships
• 3 years of professional experience building and scaling customer success teams
• 5 years of demonstrated experience in administering and/or implementing a medical claims healthcare data management or similar SaaS/cloudbased product
• 5 years of experience working with Salesforce or equivalent CRM system
• Deep understanding of software businesses with knowledge of both the subscription and renewal models
• Selfstarter with a proactive work ethic and an entrepreneurial and accountable mindset
• Ability to work both independently and collaboratively in a teamfocused environment
• Ability to align a team to goalbased activities in a fastpaced and dynamic environment
• Ability to work on multiple projects define tasks and assign priority levels with minimal supervision to meet deadlines
• Datadriven and analytical; able to use data to measure the impact of solutions on the business to help drive adoption and ROI
• Ability to solve complex multidisciplinary problems in an analytical and datadriven manner and implement solutions while driving business growth
• Ability to ruthlessly prioritize to execute key projects within set timelines with multiple competing demands
• Desire to take ownership of challenges or problems and solve them autonomously
• Ability to persuade others and create a compelling point of view and defend it with customers and internal stakeholders
• Sense of timeliness and urgency to address issues and resolve them expeditiously in an ambiguous and dynamic environment
• Exceptional attention to detail relationship building & problemsolving skills with strict adherence to policies controls procedures and timelines
• Trustworthy and dependable with the ability to live with integrity and deliver on promises
• Excellent communicator with an entrepreneurial mindset. Ability to build internal and external relationships that drive business for both parties and move the relationship forward
• High level of proficiency with an office suite (such as Google for Business Applications or Microsoft Office)

Set Yourself Apart:

• Advanced degree in pharmacy life science healthcare administration or accounting
• Experience with the 340B program and/or the Medicaid Drug Rebate program (pharmacies hospitals clinics PBMs state/federal agencies)
• Working knowledge of retail pharmacy and/or hospital pharmacy billing systems

Expected Salary Range: $135000$165000 base commission

This position can be remote in the United States or hybrid in Chicago IL or Boston MA. Travel to customer locations may be required up to 30 of the time.

Highlighted Company Perks and Benefits

• Medical Dental and Vision benefits
• 401k with company match
• Flexible PTO with a 10 day minimum
• Opportunity for growth
• Mobile & Wifi Reimbursement
• Commuter Reimbursement
• Donation matching for charitable contributions
• Travel reimbursement for healthcare services not available near your home
• New employee home office setup reimbursement

What Its Like Working Here

• We thrive on collaboration because we believe that all voices matter and we can only put our best work into the world when we work together to solve problems.
• We empower each other and believe in ensuring all voices are heard.
• We know the importance of feedback in individual and organizational growth and development which is why weve embedded it into our practice and culture.
• Were curious and go deep. Our slack channel is filled throughout the day with insightful articles discussions around our industry healthcare and our book club is always bursting with questions.

To learn more: know that job postings can be intimidating and research shows that while men apply to jobs when they meet an average of 60 of the criteria women and other marginalized folks tend to only apply when they check every box. We encourage you to apply if you think you may be a fit and give us both a chance to find out!

Kalderos is proud to be an equal opportunity workplace. We are committed to equal opportunity regardless of race color religion sex national origin sexual orientation age citizenship marital status disability or veteran status.

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