Head of Customer Retention - Komodo Health : Job Details

At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That's why we built the Healthcare Map — the industry's largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare's most complex questions for our partners. Across the healthcare ecosystem, we're helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease.

As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease —and enjoy the journey along the way.

The Opportunity at Komodo Health:

Komodo aims to build the best healthcare data analytics platform in the industry by providing SaaS products, infused with the most comprehensive real-world evidence, and keeping clients using them for years to come.

The Head of Customer Retention will play a pivotal role in enhancing our company's growth and profitability by defining and managing renewal programs, processes and enablement activities that boost our customer retention rates and ensure timely renewals of contracts. The Head of Customer Retention will also provide leadership and mentorship to Account Managers and facilitate best practices sharing for renewals and selected upsell/expansion opportunities. This role calls for cross-functional collaboration across various teams, aligning with all Partnerships and Life Sciences channels to ensure a cohesive and effective renewal strategy.

Looking back on your first 12 months at Komodo Health, you will have accomplished…

• All renewals have paperwork started within 4 months of the renewal date
• Ensured no renewal closes after the renewal start date
• Decreased the churn rate across Komodo
• Increased the retention rate each quarter
• Secured quarterly upsell targets
• Created and deployed a renewal playbook used by the Account Management team that sets the foundation for the roles & responsibilities and how they interact with all cross functional teams.

These are the essential job duties you will be responsible for …

• Lead the creation and deployment of the Account Management team within each sales segment
• Develop and implement a comprehensive customer renewal strategy aimed at increasing the % of contracts renewed and on time
• Collaborate with cross-functional teams to align goals and execute the renewal strategy effectively
• Identify potential challenges in the renewal process and design proactive solutions
• Present data-driven reports and findings to company stakeholders, showcasing the impact and progress of the renewal strategy - this is done on a monthly basis
• Cultivate a customer-centric culture, ensuring that the customer's voice is integrated into the renewal process
• Establish regular touchpoints with key stakeholders, ensuring transparency, understanding, and buy-in for the renewal strategy
• Create a feedback mechanism for customers post-renewal, using their insights to refine the strategy and address any areas of concern promptly

What you bring to Komodo Health (required):

• 10+ years of experience of demonstrated success in owning & implementing customer renewal strategies at B2B SaaS or enterprise technology organizations
• Demonstrated success in driving on-time renewal outcomes and achieving high customer retention rates
• Exceptional analytical skills, with the ability to translate complex data into strategic actionable insights
• Ability to architect processes, systems, and rhythms that allow for high-performance
• Strong ability to collaborate with cross-functional teams
• Outstanding communication and presentation skills
• A customer-centric mindset with the passion to continuously improve and innovate, evaluate, adopt, and advocate for critical initiatives needed to obtain business results

The pay range for each job posting reflects a minimum and maximum range of pay that we reasonably expect to pay across all U.S. locations and may span more than one career level. We carefully consider multiple business-related factors when determining compensation, including job-related skills, work experience, geographic work location, relevant training and certifications, business needs and market demands.

The U.S. national starting annual base pay for this role is listed below. This position is eligible for commissions in accordance with a written agreement or plan.

$183,000 — $247,000 USD

Where You'll Work

Komodo Health has a hybrid work model; we recognize the power of choice and importance of flexibility for the well-being of both our company and our individual Dragons. Roles may be completely remote based anywhere in the country listed, remote but based in a specific region, or local (commuting distance) to one of our hubs in San Francisco, New York City, or Chicago with remote work options.

What We Offer

This position will be eligible for company benefits in accordance with Company policy. We offer a competitive total rewards package including medical, dental and vision coverage along with a broad range of supplemental benefits including 401k Retirement Plan, prepaid legal assistance, and more. We also offer paid time off for vacation, sickness, holiday, and bereavement. We are pleased to be able to provide 100% company-paid life insurance and long-term disability insurance. This information is intended to be a general overview and may be modified by the Company due to business-related factors.

Equal Opportunity Statement

Komodo Health provides equal employment opportunities to all applicants and employees. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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