Firefly routinely earns high satisfaction ratings from members, with a 75+ Net Promoter Score (NPS). Member health outcomes for conditions like hypertension, diabetes, anxiety, and depression are 50-80% higher than industry benchmarks. It’s all proof that meaningful engagement builds trust. And trust leads to real results.
About This Role
Firefly Health is bringing our risk-bearing primary care and coverage to a growing number of payors and employers. The Head of Customer Success & Alliances is a critical role within the Firefly Commercial Team, driving strategic and sustainable growth across our growing book-of-business. This individual will be responsible for leading the development and expansion of the Customer Success and Alliances function at Firefly. The role will manage a growing team of individuals to oversee enterprise account management, implementation, and strategic growth within existing partnerships. Firefly is a maturing start-up so, in addition to leading the team, this will be a hands-on role with direct client relationship management responsibilities.
First and foremost, the right candidate will be a fierce advocate for our customers and partners, while understanding how to balance their needs with the continued growth of the business. They will have experience in cultivating relationships with key executive decision-makers to deliver an exceptional customer experience, while also creating new relationships throughout these organizations that drives future growth as well.
We are looking for a strategic and creative contributor who understands that acting as a value-added partner is critical to unlocking future growth. The Head of Customer Success will manage client relationships through industry and product expertise, data-informed measurement and growth strategies, and a solutions-driven approach.
This role will manage a team to drive best practice account management to all clients. They will also combine their management experience with the Firefly values to become an effective leader within the Firefly organization. The ideal candidate has employer benefits and/or payor experience. The individual should be an execution-focused team player that displays maturity, commands trust and inspires confidence; with excellent people skills, a willingness to take smart risks, think both strategically and tactically, and maintain a positive outlook and sense of humor in the face of challenges. This leader will have experience successfully scaling and leading an account team within the digital health or healthcare space, while working strategically with Sales, Product, Operations, and Marketing to accelerate growth.
This role will report to the Chief Commercial Officer.
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