Customer Success: AI Strategist

About the company Valerie Health is reimagining how independent specialty practices operate by using AI to modernize patient and provider communication interfaces, provide better care, and drive operational efficiencies. We’re led by founders with deep healthcare and tech experience: Pete Shalek, a repeat founder and operator with two health tech exits (including a $600M acquisition by Optum), and Nitin Joshi, who has helped bootstrap and scale several 0–1 and 1–100 businesses, including Uber Eats, Uber Health, Stripe Connect, and Bridge ($1.1B acquisition by Stripe). We’re scaling rapidly, automating tens of thousands of tasks each week less than a year post-launch, and growing 50%+ month-over-month. We’re backed by General Catalyst, Primary Ventures, BoxGroup, and leading angels, including the founders of One Medical and Oscar. Join us to build the operational backbone for independent practices and shape the future of modern healthcare. About the role Reporting to the Chief of Staff, this role will be the primary point of contact for a portfolio of our customers, independently managing customer relationships, driving product adoption, and identifying opportunities for growth. As the first dedicated member of our Customer team, you’ll help define operational cadences, scalable processes and repeatable delivery. The ideal candidate will have a deep understanding of the business and operations sides of healthcare, enabling you to be a trusted partner to our customers and understanding the nuances of practice operations and success. You’ve worked deeply with customers and enjoy getting into the nitty-gritty. This is the opportunity engine of the business, and you’ll work closely with operations, product and go-to-market to ensure success of launches, delivery and growth. What You’ll Do

• Partner Deeply: Serve as the lead for a set of provider customers, being the primary point of contact in the customer relationship, being a trusted partner, and developing a deep understanding of their business goals, operational workflows, and technical environment to ensure we deliver maximum value. This may include up to 25% travel
• Own a Customer End-to-End: Engage during the sales process, implement new customers, monitor happiness, review progress and data outcomes, and strategically identify opportunities for expansion and upsell to help us do more for our customers.
• Create Data-Driven Solutions: Identify, respond to and recommend solutions to any customer issues by digging into data and collaborating with internal teams (e.g. Ops, Product) to ensure continued improvement and success.
• Identify New Product Opportunities: Dive into what matters most to our customers and identify product opportunities to improve and deliver more value for customers
• Build the Playbook: Contribute to the development of best practices and playbooks for the Customer Success team, defining how we support and grow our customers quarter over quarter.

About You Experience:

• 3+ years of total professional experience
• Experience in high-growth environments or ambiguity-heavy roles (e.g. startups, consulting, VC/PE/IB) strongly preferred
• Track record of expansively owning and driving key business outcomes on high-performing teams

Attributes:

• Problem Solver: You enjoy identifying problems and designing solutions, whether process or product, and bring structure to unstructured problems to drive execution and scale.
• Ownership Mentality: You take full responsibility for outcomes, follow through without being asked, and hold yourself to a high bar.
• Customer Obsessed: You get done whatever is best for the customer and Valerie Health, from digging into support requests or hopping on an early morning implementation call.
• Strong Communicator: You are clear and succinct in both written and verbal communication, capable of adjusting style for different audiences.
• Work as Craft: You take pride in your work and thrive when achieving a high quality bar, but also have good intuition around what is “good enough” to achieve high velocity execution.
• Growth Mindset: You are eager to learn new approaches, seek feedback, and continually improve skill sets.

Compensation & Benefits

• Competitive salary and equity in a fast-growing, venture-backed startup
• Full benefits including medical, dental, vision, 401(k) and PTO
• Opportunity to lead a foundational part of our business

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