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Director of Client Success

Remote

FORM Health is a virtual obesity medicine clinic delivering multi-disciplinary evidence-based obesity treatment through telemedicine. Obesity impacts more than 40% of the US adult population, and although historically only about 1% of patients received medical treatment for their disease, the field of Obesity Medicine is entering a period of rapid growth. FORM provides high-quality expert care and leverages technology to enhance the patient experience. All FORM patients work closely with their care team, which includes board certified physicians, advanced practice professionals and Registered Dietitians. Through our proprietary mobile app patients engage in regular video visits, as well as text messaging, photo journaling, digital data transmission, and customized educational materials. We hold ourselves to the highest standards of clinical care, and to treating every individual with empathy and respect. 

Founded in 2019, FORM is a venture-backed innovative startup with an experienced clinical and leadership team. Our mission is to empower patients and be leaders in Obesity Medicine driving impact at a national scale. We are deeply invested in our core value to put patients first, and also deeply committed to creating a culture where every employee is valued and we learn and improve together. 

About the Role:

The Director of Client Success will own and oversee relationships with some of Form Health's largest and most strategic customers. The Director of Client Success is responsible for the client relationship from client onboarding through the life of the contract. Drawing upon the ability to manage accounts, the Director of Client Success will be a strategic thinker who can strike the appropriate balance between the customer's needs and the company's business objectives. The Direct of Client Success will manage their client’s business objectives and develop relationships with executive champions and clinical leaders, assess existing workflow processes and make recommendations to ensure alignment with and achievement of client goals.

This role will proactively engage in the day-to-day management of the account, including strategic account planning. This role is designed for an experienced professional with a keen attention to details who is articulate and credible, and data driven with a passion for building strong relationships to ensure customer success and satisfaction.

Roles & Responsibilities

  • Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs
  • Serve as a product, company and industry ambassador, keen on educating customers on Form Health capabilities
  • Responsible for the client life cycle, managing managing the initial on-boarding of accounts, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime
  • Conduct monthly reporting, and quarterly/annual customer reviews to ensure customer alignment and tracking toward achieving client program objectives 
  • Engage with clients in thought leadership discussions to align strategic objectives to drive successful outcomes as measured by client success measures, client satisfaction, client health scores, renewals, and upsell opportunities
  • Analyze client trends and make recommendations to adjust strategy to ensure successful achievement of objectives
  • Manage the health of each client, identifying client risk, working with extended Form Health's teams to define  plans to manage clients to a healthy status
  • Maintain regular and appropriate communication and governance with both internal and external parties to ensure alignment and transparency
  • Proactively monitor for potential client issues to mitigate risk and resolve concerns in a timely manner
  • Identify and prioritize product/service updates that reflect customer requests, industry, market and competitor trends and report to key stakeholders
  • Advocate for Clients and drive innovation, best practices, and process improvement through the organization by providing insight and relay the voice of client with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering
  • Develop relationships with Sales and Executive leadership; ensure awareness of Client activities and drive collaboration between Sales and Client Success toward account team goals

Required Skills

  • At least 5 years in sales oriented, account management, professional services or operations positions within the healthcare industry
  • Bachelor's degree or equivalent experience in client success, sales, business development or account management; Master's degree in business, healthcare administration or other healthcare-related field preferred
  • Proven experience building strong client relationships and growing complex relationships 
  • Proficiency in customer retention, presentation skills, and ability to work independently 
  • Ability to build credibility and trust by understanding and addressing customer requirements
  • Excellent written, verbal, presentation and phone communication skills, with the ability to adapt conversations for different audiences 
  • Ability to travel as needed (up to 25%)

More about Form Health’s benefits:

  • Competitive salary and equity in a high growth start-up
  • Comprehensive health benefits (medical, dental, vision) 
  • 401k plan
  • Flexible work schedules and paid time off
  • Paid parental leave

Form Health’s commitment to building a diverse, equitable, and inclusive work environment:

Form Health is committed to creating a culture and environment that celebrates diversity and inclusion, while fostering safety and belonging. This extends from our remote patient care to our corporate offices and everywhere in between. We are looking for team members who want to help us further our Diversity, Equity, and Inclusion (DEI) efforts and who share our attitudes for creating an inclusive, safe, and positive work environment.

Base Annual Salary

$150,000 - $180,000 USD

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