About Tomorrow Health

Tomorrow Health enables exceptional healthcare for patients and their families in the place they want to be most — home. At Tomorrow Heath, we build technology that rewires the way home-based care is ordered, delivered, and paid for. Tomorrow Health connects patients, providers, health plans, and home-based care suppliers, to ensure patients receive the correct and timely care they need to remain healthy at home.

We believe in putting patients first, that many perspectives are stronger than one, and in treating those we serve just as we would our own family members. We hope you'll join us if you're passionate about improving healthcare delivery, leveraging technology to help people, and working in a collaborative, diverse environment.

The Team

As part of the Customer Success team at Tomorrow Health, you will ensure our business partners' success and satisfaction by maximizing their value from our platform.

The Role

As a Customer Success Representative you will focus on onboarding, training, and supporting users while fostering strong relationships to drive retention, satisfaction, and operational excellence. This role is ideal for someone with 2-4+ years of experience In Customer Success or Client Success in a B2B environment, and who thrives on building relationships, solving problems, and delivering measurable results.

Responsibilities

Training and Enablement
- Conduct training sessions, including webinars and virtual meetings, to onboard new users and optimize their use of the platform.
- In partnership with Marketing and Product teams, create and maintain educational materials, such as manuals, instructional videos, and knowledge base content.
Performance Monitoring and Optimization
- Monitor partner performance metrics, including acceptance rates, rejection rates, and cancellation rates, to identify trends and improvement opportunities.
- Share performance insights through regular reviews, leveraging scorecards and data dashboards.
Support and Issue Resolution
- Manage escalations from partners, coordinating with internal teams (Product, Engineering, Operations) to resolve issues effectively.
- Document and analyze recurring challenges to drive process improvements and prevent future escalations.
- Support and drive resolution on order-level issues escalated by internal ops teams or the suppliers.
Retention and Relationship Management
- Build strong relationships with partners to drive engagement and satisfaction, as reflected in Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) ratings.
- Maintain regular meeting cadences with key users and partners to gather feedback, provide updates, and address needs proactively.
Capabilities and Process Improvement
- Oversee management of partner capabilities within the platform, working to enhance data collection and usability.
- Collaborate with internal teams to streamline workflows and introduce new features that add value.

Requirements

Experience: 2-4+ years in customer success, account management, or operations, preferably in healthcare, SaaS, or tech-enabled services.
Analytical Skills: Ability to interpret data, identify trends, and derive actionable insights.
Communication: Excellent verbal and written communication skills to convey complex concepts clearly and persuasively.
Collaboration: Proven ability to work cross-functionally and adapt in a fast-paced environment.
Problem-Solving: Proactive approach to diagnosing and resolving issues effectively.
Other preferred experience includes:
- Familiarity with healthcare operations or claims management.
- Experience with CRM platforms (e.g., Salesforce, Hubspot) and data visualization tools (e.g., Sigma).

Benefits

100% employer-paid medical, dental and vision benefits
HSA and FSA (Dependent Care and Commuter)
Fully covered membership in One Medical for on-demand primary care, and Teladoc for 24/7 virtual care
12 weeks of paid parental leave for all caregivers
Free mental health support with BetterUp through CONCERN EAP
Short-term, and long-term disability plan availability
Company-sponsored Life and AD&D insurance
Educational reimbursement
Monthly wellness stipend
Commuter Benefits
Access to Vanguard 401k plan
Unlimited vacation and 11 corporate holidays

Salary range for this position: $60,000 - $70,000/yr, depending on experience and qualifications, plus equity

Learn more about our core values and working with us on our careers page!

Tomorrow Health is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

Tomorrow Health

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Customer Success Representative