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VP, Customer Success

Remote

About Spark Advisors

We’re Spark, a mission-driven company helping independent Medicare brokers build the insurance business of their dreams. The vast majority of beneficiaries select benefits with the help of an independent broker, but technology and support for brokers is woefully antiquated. We provide workflows and services to help brokers achieve transformative growth.

In just four years, we’ve partnered with over 5,000 brokers and enrolled over 140,000 beneficiaries, making us the fastest-growing Medicare brokerage in the country. Brokers love us: during this period of intense growth, we’ve maintained an NPS of 91 and a client retention rate of 93%, and we’ve helped brokers grow on average >100% since partnering with us.

It’s an exciting time to be at Spark. Our diverse, remote-first team comes from leading technology, healthcare, and insurance companies, and has grown from 40 to 70 in the last year. Most recently, we’ve raised a Series B from leading investors who share our ambition.

Join us: we’re always on the lookout for sharp, talented, empathetic teammates.

Summary

Spark is hiring a VP of Customer Success to oversee and develop a world-class customer operations organization. We’re seeking a proven leader who has experience managing high-performing organizations with multiple client delivery/ops teams ideally in regulated or seasonal environments. The ideal candidate has experience managing Customer Success and Operations teams and can navigate the balance between growth and operational excellence.

This role reports directly to the Spark cofounder overseeing the Success and Tech orgs to ensure fast feedback loops when identifying opportunities to drive scalability and efficiency in our existing customer services approach.

Key Responsibilities

  • Own the strategic vision and roadmap for customer success and operations at Spark.
  • Build and manage a multi-functional organization including: Account Management, Agency Contracting, Contracting Operations and Customer Experience.
  • Ensure Spark is operationally ready to deliver an amazing customer onboarding experience each year in a highly seasonal environment.
  • Collaborate with Spark’s GTM leaders to assess how the sales strategy will impact the contracting roadmap and backlog.
  • Identify ways to drive greater efficiency by working with Product to automate manual workflows, outsource repeatable manual tasks, etc…
  • Be accountable for core business metrics like Time to onboard, CSAT, NPS, and cost to service each application.
  • Be responsible for core product metrics like daily/weekly active usage among our varying customer personas.
  • Support closing large and complex prospects/clients as the leader of the function and primary subject matter expert on our agent/agency finance and contracting services.

Skills Knowledge and Expertise

  • Extensive experience managing and building high-performing operations or customer success teams (ideally in a regulated and/or seasonal environment)
  • Track record of overseeing multiple teams with their own mandates, ideally with a mix of hourly and salaried employee profiles
  • Experience designing service models that balance operational excellence and efficiency
  • Passion for constantly improving the customer experience and finding new ways to go above and beyond
  • Strong project management skills and prior experience navigating through significant process changes
  • Bias towards data-driven decision-making when driving team’s performance and impact
  • Ability to influence and lead others through empathy
  • Excellent written and verbal communication skills

Compensation

Our salary ranges are based on paying competitively for our company’s size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Spark. In accordance with New York City, Colorado, California, and other applicable laws, Spark is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity. A reasonable estimate of the current salary range is listed below. We expect most candidates to fall in the middle of the range. We also believe that your personal needs and preferences should be taken into consideration, so we allow some choice between equity and cash.

Base Salary

$210,000 - $240,000 USD

Why you should join our team

By joining Spark, you will get in on the ground floor of a fast-moving, well-funded, and mission-driven startup where you will have a profound impact on the brokers and beneficiaries we serve. And you'll learn, grow, be challenged, and have fun with your team while doing it.

We strive to help you and your family thrive. We're committed to supporting your happiness, healthiness, and overall well-being by providing a comprehensive benefits program. In addition to your base salary, we also offer:

  • Equity compensation
  • Health care, including dental and vision through our PEO Sequoia
  • Flexible work location; co-working available
  • 401k
  • Paid Time Off
  • Monthly Remote Work Stipend (help cover costs of home-office needs)
  • Paid Parental Leave
  • Up to 12 weeks for birthing parents
  • Up to 8 weeks for non-birth parents
  • 11 paid holidays
  • Wellbeing Perks through SpringHealth, OneMedical, PerkSpot, and SoFi

At Spark, we are committed to hiring the best team to serve our clients regardless of their background. We need diverse perspectives to reflect the diversity of our problems and the population we serve. We look to hire people from a variety of backgrounds, including, but not limited to, race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.

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