Customer Success Manager - Connecticut Innovations : Job Details

Are you ready to join Connecticut Innovation's vibrant community of innovators? Connecticut Innovations (“CI”) is Connecticut's strategic venture capital arm, and we are passionate about serving our portfolio of 220+ companies across various industries, with strengths in life sciences, technology, and climate tech.

Come join one of our quickly growing portfolio companies, NourishedRx, NourishedRx.

About NourishedRx

NourishedRx is on a mission to eradicate poor diet and nutrition insecurity as top drivers of death, disease and disparities. Founded in 2019, NourishedRx is a digital health and nutrition

company that helps people live healthier lives. Leveraging the healing and connective power of food, NourishedRx partners with healthcare organizations to nourish their most vulnerable members, build healthy relationships, and support health equity.

Poor diet is the top driver of death, disease and disparities in the US, and the relationship between diet and health is worsening at an alarming rate. 90% of US adults don't get enough fruits and vegetables, 74% of Americans have overweight or obesity (more than triple the rate in 1960), 93% of US adults have poor cardiometabolic health, and 17 million US households are food insecure. These trends are heightened with racial and ethnic minority groups, contributing to health and economic disparities. Since 2019, NourishedRx has partnered with healthcare organizations to nourish their most vulnerable members, build healthy relationships, and support health equity.

Join us in revolutionizing healthcare through food.

Customer Success Manager

We are looking for a Customer Success Manager with entrepreneurial ambition and a passion for impacting health and health equity. The Customer Success Manager is responsible for ensuring NourishedRx customers achieve their desired outcomes and have an exceptional experience with the NourishedRx team and solution.

The successful candidate will have a strong understanding of the challenges and opportunities in addressing nutrition insecurity and diet-related disease in the context of healthcare, be able to identify and address customer pain points, and be able to develop and implement strategies to improve customer satisfaction. The Customer Success Manager will report directly to the Chief Growth Officer and will work cross-functionally with Product, Technology, Clinical, Sales, and Marketing teams to incorporate the voice of the customer in organizational strategy and decision-making.

Responsibilities:

• Manage the NourishedRx customer lifecycle including implementation, program and account management, invoicing, and renewal/expansion.
• Manage source of truth documentation of customer requirements.
• Lead recurring status meetings and quarterly and annual business reviews with key customer stakeholders, including development of reports/presentations.
• Build and maintain strong long-lasting customer relationships with key customer stakeholders by becoming a trusted expert and advisor in managing the NourishedRx solution.
• Develop and iterate on project plans and success plans for customers aligned to their key objectives and success metrics to ensure long-term customer success.
• Partner cross-functionally across NourishedRx on behalf of your customer to ensure their success.
• Solicit and synthesize customer feedback on a regular basis to serve as the voice of the customer within NourishedRx.
• Analyze data to identify areas of strength and opportunity as it relates to customer success.
• Develop and implement strategies to improve customer satisfaction.
• Track and measure customer success metrics and other SLAs.
• Provide training and support to customers.
• Manage customer escalations.
• Stay up-to-date on industry trends and best practices.

Qualifications:

• Bachelor's degree in healthcare, business, or a related field
• 3+ years of experience working directly with customers (account management, customer success, consulting, or a related field)
• 3+ years of experience working in healthcare (working with health plans preferred)
• Strong understanding of the challenges and opportunities in addressing nutrition insecurity and diet-related disease
• Excellent communication and interpersonal skills
• Analytical ability to leverage data to generate insights, guide decisions and make recommendations
• Ability to manage multiple competing projects and tasks
• Ability to work independently and as part of a team
• Ability and willingness to navigate ambiguity
• Proven track record of success in improving customer satisfaction

Why Join the NourishedRX Team?

• Receive a competitive salary and benefits package, including medical, dental and vision.
• Work alongside a venture backed mission-driven team, making a real difference in the lives of people around the world.
• Partner with a leadership team with deep sector experience across healthcare, technology, food, and nutrition from Oxford, UnitedHealthcare, Solera, Optum and more.
• Assist in building the ONLY platform that has been purpose-built to support socially vulnerable health plan members and patients, who have diet-related disease, obesity, and/or pregnancy.
• Learn, grow, and contribute to the success of a dynamic and innovative startup company with opportunities for ownership and company growth.

EQUAL OPPORTUNITY EMPLOYER

NourishedRx is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.