Healthcare Customer Success Team

Job Description The Healthcare Customer Success Team is responsible for ensuring healthcare clients successfully implement, adopt, and realize value from Human™ solutions. This team serves as a strategic partner to hospitals, health systems, healthcare organizations, payers, life sciences companies, and other healthcare stakeholders. Customer Success professionals will work closely with clients to understand their objectives, translate business and clinical needs into technology solutions, drive adoption, measure outcomes, and build long-term relationships. The ideal candidate is highly collaborative, healthcare-focused professionals who can bridge the worlds of healthcare, technology, data, patient engagement, and client relationships. Department: Human (a Digital Factory healthcare company) Reports to: C-Suite, Location: Chicago, Illinois Who We Are Our team's digital inventiveness and mobile location expertise creates brand stories that produce results. We are seasoned professionals who have worked in marketing, technology, mobile, and beyond. Our skills include Micro-fencing, mobile strategy, data analytics, and more. This Position Will Entail Serve as a trusted day-to-day partner and primary Customer Success contact for assigned healthcare clients.Build strong relationships with executives, healthcare leaders, clinical stakeholders, operational teams, IT, marketing, analytics, and other decision-makers.Develop a deep understanding of each client's organizational priorities, patient populations, business objectives, and strategic initiatives.Conduct regular client meetings, business reviews, and strategic planning sessions.Proactively identify opportunities to strengthen client relationships and increase customer value.Guide clients through implementation, onboarding, training, and ongoing adoption of Human™ solutions.Help healthcare organizations understand how location intelligence, patient journey analytics, behavioral insights, and real-time engagement capabilities can support their objectives.Develop customer success plans with defined goals, milestones, adoption targets, and measurable outcomes.Monitor utilization and engagement and proactively address adoption barriers.Partner with Product, Technology, Analytics, Sales, and Operations teams to ensure coordinated customer experience.Help clients develop strategies to improve patient and member engagement.Work with clients to understand patient journeys and identify opportunities for meaningful intervention.Partner with healthcare clients to define meaningful success metrics and KPIs.Translate analytics and customer data into actionable insights and recommendations.Identify trends and opportunities that can improve program effectiveness. Develop strong relationships that support long-term client retention.Identify opportunities for expansion, additional use cases, new departments, locations, or healthcare programs.Partner with Sales and Business Development on renewals, upsells, cross-sells, and strategic account growth.Work closely with Sales, Healthcare Partnerships, Product, Technology, Analytics, Marketing, and Executive Leadership.Translate customer feedback into actionable recommendations for product and service improvements. Desired Skills Qualifications Bachelor’s degree in healthcare administration, Business, Health Informatics, or a related field preferred.3+ years of experience in Customer Success, Account Management, Healthcare Consulting, Healthcare Technology, Client Services, or a related field.Experience working with healthcare organizations, hospitals, health systems, payers, life sciences, digital health, or healthcare technology preferred.Strong understanding of healthcare operations, patient engagement, healthcare technology, or healthcare data.Experience managing complex B2B or enterprise client relationships.Ability to communicate effectively with both executive and operational stakeholders.Strong analytical, problem-solving, presentation, and relationship-management skills.Ability to translate complex technology and data concepts into clear business value.Strong organizational skills and the ability to manage multiple client priorities simultaneously.Comfortable working in an entrepreneurial, rapidly evolving environment.Demonstrated ability to work collaboratively across technical and non-technical teams. This is an equity-only, fractional leadership opportunity. There is no salary or hourly compensation at this time. Digital Factory is an Equal Opportunity Employer