Director, Customer Success

DIRECTOR, CUSTOMER SUCCESS

THE COMPANY:

Element Science, Inc. is a medical device and digital health company focused on developing solutions at the intersection of clinical-grade wearables, machine learning algorithms, and lifesaving therapies in order to address leading causes of death and hospitalization in patients with heart disease, primarily as they transition from the hospital-to-home. By putting the needs of patients and physicians first, our personalized digital devices, which are designed for function, comfort, and ease-of-use, aim to redefine the paradigm of care for these patients. Our first product, a wearable patch defibrillator, is initially targeted at treating the more than 500,000 patients in the US with an elevated temporary risk of potentially experiencing a lethal heart rhythm. Headquartered in San Francisco, our funders include Third Rock Ventures, Google Ventures, Deerfield Healthcare, Qiming Venture Partners USA, Cormorant Asset Management, and Invus Opportunities.

SUMMARY OF ROLE:

Element Science is a leading medical device company dedicated to revolutionizing healthcare through innovative and life-changing technologies. As we embark on a new phase of growth, we are seeking a dynamic and experienced professional to join our team as the Director of Customer Success. This role presents a unique opportunity to build the customer service, team from the ground up, contributing to the success of our groundbreaking defibrillator as we prepare to commercialize.

The Director of Customer Success will establish our first product's commercial support infrastructure including systems, structure, protocols, and customer interactions at Element Science. This individual will be responsible for establishing and developing a world-class team that ensures an exceptional customer experience for our clients, healthcare professionals, and patients.

We have a hybrid environment and this position is based in our Redwood City, CA office.

RESPONSIBILITIES:

• Customer Experience Management:
  • Establish and maintain strong relationships with key customers, including patients, their caregivers, and healthcare providers, with an emphasis on understanding and empathizing with their needs and expectations.
  • Implement customer/patient feedback mechanisms and use data to help drive improvements in products and services.
  • Drive daily case management success from detection to resolution and dissatisfaction issues for customer/patient accounts leading to ongoing enhanced experiences.
• Team and Infrastructure Optimization:
  • Design and implement customer service, field clinical, and commercial operations processes and workflows to maximize efficiency, responsiveness and revenue.
  • Collaborate with other departments (Engineering, Product, Sales, Marketing and Clinical teams) to integrate teams into the overall business processes.
  • Implement and leverage technology solutions (CRM) to enhance customer service capabilities.
  • Work closely with Sales and Product leadership to build cross-functional alignment around sales planning, forecasting, and performance analytics.
• Team Building and Leadership:
  • Recruit, train, and mentor a high-performing customer service team.
  • Foster a positive and collaborative team culture, emphasizing a commitment to excellence and customer satisfaction.
  • Develop and implement performance metrics to drive continuous improvement and achieve service level objectives.
  • Collaborate closely with cross-functional teams, including Marketing, Operations, R&D, Regulatory Affairs, Commercial and Sales partners, to ensure seamless coordination and communication in preparation for commercial launch.
• Strategy and Planning:
  • Collaborate with cross-functional teams to develop a comprehensive customer success strategy aligned with the company's overall goals.
  • Partner with Commercial staff to ensure the successful launch and ongoing support of the Jewel Patch Wearable Defibrillator in the market.
  • Identify and implement innovative solutions to enhance customer success efficiency and effectiveness.
• Compliance and Quality Assurance:
  • Ensure adherence to regulatory requirements and industry standards.
  • Implement quality assurance measures to guarantee the accuracy and effectiveness of customer interactions.

QUALIFICATIONS:

• Bachelor's degree in business, healthcare administration, scientific discipline or a related field (advanced degree preferred).
• A minimum of 10+ years of medical device customer care with at least 5+ years in a leadership role.
• DME and Cardiovascular training in a commercial organization an added plus!
• Outstanding interpersonal, team management, coaching, and mentoring skills.
• Experience managing a distributed team of Customer Service and/or Technical Support Specialists.
• Proven track record of successful customer service and commercial operations leadership, preferably in the medical device industry or a related field.
• Experience in launching and commercializing medical devices is highly desirable.
• Lead Support operations and measure success through customer support metrics and KPIs.
• Proficient in utilizing customer relationship management (CRM) tools and other relevant technologies (MS Suite, Google Suite).
• Exceptional written and verbal communication/presentation skills necessary to meet the needs of various audiences.
• Strong strategic thinking and analytical skills with ability to problem solve and use good judgement.

BENEFITS:

Element Science offers a very competitive salary and benefits package including, but not limited to:

• Stock Options
• 90% employer-paid medical, dental, and vision insurance
• Company-paid Basic Life Insurance
• 401(k) retirement plan (Traditional and Roth)
• Competitive Paid Time Off
• Paid Holidays
• FSA (Flexible Spending Accounts)
• HSA (Health Savings Account)
• Employee Assistance Program through PEO

The salary for this exempt-level position will be based on experience and qualifications within an established pay range.

• Pay range: $190,000 - $210,000