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Head of Customer Success, Siftwell Analytics

Siftwell Analytics, Inc.

Job Overview

Location

Charlotte

Job Type

Full-time

Full Job Description

📋 Description

• Own the entire customer journey for Siftwell’s portfolio of Medicaid, Marketplace, and Medicare plans—guiding clients from first onboarding call through multi-year renewals and strategic expansions—so every partner sees measurable ROI, reduced member risk, and improved quality outcomes within 90 days of go-live.
• Act as the executive face of Siftwell in boardrooms and virtual war rooms alike, translating complex AI-driven insights into plain-language narratives that resonate with C-suite, medical directors, and operations leaders, and then mobilizing internal data scientists, product managers, and clinical strategists to deliver on those narratives.
• Architect and scale a high-performing Customer Success organization that blends deep healthcare domain knowledge with modern SaaS playbooks—defining roles, KPIs, coverage models, and career paths that can triple ARR without adding proportional headcount.
• Design and run quarterly executive business reviews that surface new use-cases, quantify financial impact, and secure expanded scopes of work; use these sessions to co-create pilot campaigns (e.g., maternity risk stratification, behavioral-health readmission reduction) that convert into six-figure upsells.
• Build a closed-loop voice-of-customer program that funnels frontline observations into Product and Engineering sprints, ensuring roadmap priorities directly correlate to client ROI and regulatory imperatives such as HEDIS, Stars, and state Medicaid quality withholds.
• Partner with Sales and Growth to craft compelling proposals, ROI models, and implementation timelines that shorten enterprise sales cycles and de-risk procurement decisions for risk-averse public-sector health plans.
• Mentor and coach a distributed team of Customer Success Managers, Implementation Leads, and Clinical Advisors; instill a culture of data fluency, consultative selling, and relentless curiosity so every teammate can hold their own with actuaries, epidemiologists, and state auditors.
• Serve as the internal escalation point for at-risk accounts, deploying rapid-diagnostic playbooks, negotiating revised success criteria, and marshaling cross-functional tiger teams to turn red-flag renewals into referenceable wins.
• Champion security and compliance across the customer lifecycle—ensuring Business Associate Agreements, PHI handling protocols, and SOC 2 controls are not just check-boxes but competitive differentiators that accelerate procurement.
• Travel up to 25% to client sites, regional conferences, and Siftwell’s Charlotte hub, using face-time to deepen executive relationships, capture nuanced workflow insights, and showcase product innovations that can’t be conveyed over Zoom.
• Represent Siftwell at industry forums (Medicaid Managed Care Congress, State Health IT Summits), delivering thought-leadership that positions the company as the definitive AI partner for community health plans.
• Continuously refine customer health scoring, early-warning systems, and renewal forecasting models so leadership has real-time visibility into retention risk and expansion pipeline.

🎯 Requirements

• Bachelor’s degree required; graduate degree in health administration, public health, or business a plus.
• 10+ years in account management, customer success, or consulting within digital health or health-tech SaaS.
• 5+ years of hands-on experience in healthcare operations—population health, care management, quality improvement, behavioral health, or long-term care.
• Demonstrated ability to translate healthcare data and analytics into actionable, ROI-driven strategies for executive stakeholders.
• Proven track record owning renewals, expansions, and upsells that materially increased ARR.
• Exceptional executive presence, written and verbal communication, and relationship-building skills at the C-suite level.

🏖️ Benefits

• Comprehensive health, dental, and vision insurance from day one.
• 401(k) retirement plan with generous company matching.
• Unlimited paid time off to rest, recharge, and avoid burnout.
• Short-term disability coverage for added peace of mind.
• Competitive pay and meaningful equity in a fast-growing, mission-driven company.
• Ongoing professional development stipend and learning opportunities to keep skills sharp.

Skills & Technologies

REST

Remote

Degree Required

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Siftwell Analytics, Inc.

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About Siftwell Analytics, Inc.

Siftwell Analytics, Inc. offers an AI-powered intelligence solution designed to provide community health plans with actionable insights. Their platform combines clinical, social, and environmental data to identify hidden member risks and recommend targeted interventions. Built by managed care operators, Siftwell aims to deliver precision care by enhancing human judgment with AI. They help health plans deliver the right care to the right members at the right time, moving beyond spreadsheets to clear, actionable intelligence. Mountain Health Co-Op partnered with Siftwell and saw unprecedented growth using their precision AI member insights.

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