• Location: Austin, TX
  • Type: Direct Hire
  • Job #4222

Our certified B Corp healthtech Partner is hiring a Director of Customer Happiness/Strategic Accounts focused specifically on enterprise health plan accounts. Candidates must reside in either Madison, WI or Austin, TX as they work hybrid out of their office locations. This role will have direct management over a small team of Customer Happiness Executives, as well as own their own strategic accounts.

The Customer Happiness Executive team seeks to create, maintain, and grow the customer’s social care vision and impact. Your role will center around building trusted executive customer relationships, maintaining and monitoring strong customer health and retention, and expanding customer use of the platform.

What You’ll Do:

  • Development and maintain trusted advisor relationships with executive sponsors, government officials and/or customer stakeholder
  • Communicate company vision of the future of social care and how technology can support customers in achieving their goals
  • Create strategic account plans to achieve the organizational goals of our customers
  • Drive contracts, renewals, and expansions
  • Serve as the main escalation point for customer leadership, manage expectations and timelines for both the client and internal personnel
  • Regularly monitor customer health, proactively identify risks, and create/manage action plans for risk mitigation
  • Develop leading practices and and initiatives that support social care outcomes for our customers
  • Develop and deliver executive business reviews on a regular cadence
  • Advocate for the customer, champion their success, including for the ongoing needs and goals of the customer internally – gathering feedback from customers and understanding both how to meet them where they are and also how to help get them where they want to go
  • Develop industry, regional, government sector, and state specific strategies for customer portfolio, such as opportunities for collaboration with customers, specific industry/state initiatives, building relationships with community partners, etc
  • Create and share materials to support internal and external marketing
  • Lead customer-facing webinars or User Group Meeting presentations to share insights, leading practices, and industry trends
  • Collaborate with the Customer Success team to build a thriving department and foster the overall success and adoption of findhelp and the people we serve

What You’ll Bring: 

  • 8+ years experience in account management, customer success, sales, equivalent public sector work or organization leadership
  • Bachelor degree or equivalent experience
  • 5+ years experience managing or leading a team
  • 5+ years working with the C-Suite
  • A strong desire to use your job and mind to make the world a better place for people in need
  • Experience with technology and ability to learn new technologies quickly; SaaS experience preferred familiar with SaaS application support requirements
  • Superior communication, networking and relationship skills, and demonstrated ability to communicate/present effectively at all levels of the organization
  • Health plan, Government or government contracting experience strongly preferred
  • Skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner
  • Customer-focused, enthusiastic, positive and service-oriented
  • Intrinsically motivated, results-oriented, data focused and ambitious
  • Team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations
  • Interest in social determinants of health, organizational innovation, social enterprise, healthcare, community organizations, governmental groups
  • Ability to travel to conferences, trade shows, and some customer locations
  • Onsite Monday thru Thursday in either Madison, WI or Austin, TX

Salary Range: $120k-$152k/year (plus bonus & equity)
If the range doesn’t align with your needs, please still apply!  Carex values transparency in all steps of the recruiting process. The range listed above is dependent on skills and experience as it relates to the role. New roles arise every day, and we want you to be the first to know when the right role pops up for you.


Carex Consulting Group is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status.


Attach a resume file. Accepted file types are DOC, DOCX, PDF, HTML, and TXT.

We are uploading your application. It may take a few moments to read your resume. Please wait!