Head of Customer Onboarding

The role Candid Health is seeking an experienced, outcome oriented Head of Customer Onboarding.
In this role, you will be responsible for leading a team whose chief responsibility is supporting new customers as they onboard to the Candid Health platform.
Specifically, this means (1) playing a coordination and communication function to ensure that all key customer stakeholders understand where they are in the onboarding process and what tasks are required and of whom in order to drive the process forward, (2) supporting customer training and education on the Candid platform, the revenue cycle industry in general, and Candid Health revenue cycle services where relevant, and (3) driving cross-functional coordination and prioritization of efforts across sales, customer success, product, design and engineering.
Location Candid Health is an in-person team with office locations in San Francisco, Denver and New York City (this is not a remote position).
What you’ll be doing You'll build and scale a team geared around optimizing the onboarding process and ensuring that newly onboarded customers are set up for success as they get going with the Candid platform.
You'll ensure that new customers are shepherded through Candid's onboarding process by providing detailed guidance, training and support to the team throughout the process.
You'll assess customer needs and goals on a consistent basis to ensure that Candid Health and their customers have a shared definition of success.
You'll own significant business outcomes and be responsible for driving key metrics for the company.
You'll manage and report customer onboarding KPIs with internal and external stakeholders.
You'll establish feedback loops with customers to gather insights and iterate on the onboarding process to identify areas of improvement and optimization.
You'll collaborate with cross-functional teams such as sales, product, engineering and billing to align onboarding efforts with overall business goals.
You'll be responsible for shepherding new customers through Candid's onboarding process, providing detailed guidance, training and support throughout the process.
You'll be empowered to build and scale a team geared around optimizing this process and ensuring that newly onboarded customers are setup for success as they get going with the Candid platform.
You’ll own significant business outcomes and be responsible for driving key metrics for the company.
You’ll play a critical role in shaping our company culture and help make this the best place we’ve ever worked.
Who you are You have experience managing customer onboarding teams and owning processes in the context of fast-growing, complex software development environments (specifically B2B SaaS).
You ideally have built workflows and processes to scale for efficiency and excellence.
You take pride in your craft and enjoy maintaining a high quality bar, but also believe that “done is better than perfect” and have good intuition around which corners are okay to cut and which aren’t.
You are proactive and flexible.
You're passionate about solving customers' problems, and are creative and expansive in your approach to enabling customers to develop the skills, knowledge and expertise to self-serve You have a track record of scaling processes and operations, and of mastering the substance of the problem space that underpins these activities.
You’re a clear and concise communicator; you enjoy the challenge of explaining complicated ideas in simple terms, both in-person and in writing.
You have experience in revenue cycle management (for medical billing or within health care/health tech), or if not, you are excited to delve deeply into the guts of one of the gnarliest problem spaces in America.
Pay Transparency The estimated starting annual salary range for this position is $105,000 - $160,000 USD.
The listed range is a guideline from Pave data, and the actual base salary may be modified based on factors including job-related skills, experience/qualifications, interview performance, market data, etc.
Total compensation for this position may also include equity, sales incentives (for sales roles), and employee benefits.
Given Candid Health’s funding and size, we heavily value the potential upside from equity in our compensation package.