SupportFinity™
Overview
Our Mission: Hospital-Quality Care, Everywhere. Verse Medical is building modern software to connect providers, payors, and patients, ensuring high-quality care is delivered where people live. We are a well-funded Series C company backed by General Catalyst, SignalFire, and Sapphire Ventures. We are growing fast and looking for people who are driven by this mission to join us! Our Values
Our values are the operating system for how we work with our partners and each other. They guide every decision and action. We are transparent, upfront and direct. We share information openly, with honest feedback as a foundation of trust and progress. We value speed of iteration. We learn by doing and prioritize rapid iteration to deliver solutions to users, valuing progress over perfection. We commit 110% effort, 30% of the time. We apply focused intensity when it counts, balanced by a sustainable pace for long-term energy. We empathize with customers to a fault. We own their problems and seek to make things better through deep empathy and a relentless focus on real-world healthcare challenges. Your Impact
You will affect the organization as a hands-on Head of Customer Success, scaling a product-knowledge-heavy CS function while improving quality, speed, and customer outcomes. This builder/operator role involves installing processes, tooling, and documentation to run a complex operation at scale, plus coaching individuals and team leads and handling tricky customer issues when needed. If your superpower is turning messy, policy-dense work into crisp runbooks, routing, and measurable reliability, you’ll excel in this role. What You'll Achieve
Within your first year, you will have the opportunity to: Build operational excellence in the customer success function: implement ticket taxonomy, triage/routing (L1/L2/L3), SLAs by issue type, QA rubrics, dashboards, and weekly operational reviews. Own a knowledge base and training materials; depth of product and industry knowledge is critical to CS success. Industrialize reactive support: ship macros and decision trees for top issues (coverage questions, order lifecycle, denials, shipping); raise first-contact resolution and reduce time-to-answer. Develop the CS team: hire and coach CS team members, grow Team Leads, set ladders and expectations, and establish a coaching cadence rooted in ticket/code reviews. Partner with cross-functional stakeholders: collaborate with Product, Billing & Compliance, and Sales to implement and scale processes that drive net-new revenue growth. Level up QBRs and other CS motions. Own outcomes: be responsible for retention and growth of usage, quality metrics, and support SLAs. What You'll Bring
Core Skills & Experience: 8–12+ years in post-Sales/Customer Success with 3–5+ years leading teams. Blend of customer-focused and growth-focused leadership. Experience in a usage-based revenue model. Demonstrated operational excellence; CS is highly operational. Experience building teams across a range of seniorities and skills. Built and scaled training and enablement programs, especially in complex, regulated areas. Data-literate: combine support data with Product & Operations metrics to create health scores and drive action. In-person leader: value colocated teamwork; available to be in NYC with the team. The Rewards & Reality
Compensation, Benefits & Logistics Meaningful Compensation: $180,000 - $260,000 base salary + equity Comprehensive Health & Wellness: 100% of health insurance premium and access to dental and vision plans for you and dependents. Plan for the Future: 401(k) plan (note: no 401(k) match at this time). Career Growth: Opportunities for rapid advancement in a company at a major inflection point. Work Environment & Location
Based in New York City office in Chelsea with a hybrid model; 4 days per week in the office. Visa sponsorship is not available; all candidates must be authorized to work in the United States. Our Pledge for an Equitable Future
Verse Medical is committed to delivering equitable, hospital-quality care to everyone. We strive for a diverse, inclusive workplace where all contributions are valued and people can do their best work. We are an equal opportunity employer and welcome accommodations in the interview process. If you require any accommodations, please contact recruiting@versemedical.com. Compensation Range: $180K - $260K About the company: Verse Medical
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Our Mission: Hospital-Quality Care, Everywhere. Verse Medical is building modern software to connect providers, payors, and patients, ensuring high-quality care is delivered where people live. We are a well-funded Series C company backed by General Catalyst, SignalFire, and Sapphire Ventures. We are growing fast and looking for people who are driven by this mission to join us! Our Values
Our values are the operating system for how we work with our partners and each other. They guide every decision and action. We are transparent, upfront and direct. We share information openly, with honest feedback as a foundation of trust and progress. We value speed of iteration. We learn by doing and prioritize rapid iteration to deliver solutions to users, valuing progress over perfection. We commit 110% effort, 30% of the time. We apply focused intensity when it counts, balanced by a sustainable pace for long-term energy. We empathize with customers to a fault. We own their problems and seek to make things better through deep empathy and a relentless focus on real-world healthcare challenges. Your Impact
You will affect the organization as a hands-on Head of Customer Success, scaling a product-knowledge-heavy CS function while improving quality, speed, and customer outcomes. This builder/operator role involves installing processes, tooling, and documentation to run a complex operation at scale, plus coaching individuals and team leads and handling tricky customer issues when needed. If your superpower is turning messy, policy-dense work into crisp runbooks, routing, and measurable reliability, you’ll excel in this role. What You'll Achieve
Within your first year, you will have the opportunity to: Build operational excellence in the customer success function: implement ticket taxonomy, triage/routing (L1/L2/L3), SLAs by issue type, QA rubrics, dashboards, and weekly operational reviews. Own a knowledge base and training materials; depth of product and industry knowledge is critical to CS success. Industrialize reactive support: ship macros and decision trees for top issues (coverage questions, order lifecycle, denials, shipping); raise first-contact resolution and reduce time-to-answer. Develop the CS team: hire and coach CS team members, grow Team Leads, set ladders and expectations, and establish a coaching cadence rooted in ticket/code reviews. Partner with cross-functional stakeholders: collaborate with Product, Billing & Compliance, and Sales to implement and scale processes that drive net-new revenue growth. Level up QBRs and other CS motions. Own outcomes: be responsible for retention and growth of usage, quality metrics, and support SLAs. What You'll Bring
Core Skills & Experience: 8–12+ years in post-Sales/Customer Success with 3–5+ years leading teams. Blend of customer-focused and growth-focused leadership. Experience in a usage-based revenue model. Demonstrated operational excellence; CS is highly operational. Experience building teams across a range of seniorities and skills. Built and scaled training and enablement programs, especially in complex, regulated areas. Data-literate: combine support data with Product & Operations metrics to create health scores and drive action. In-person leader: value colocated teamwork; available to be in NYC with the team. The Rewards & Reality
Compensation, Benefits & Logistics Meaningful Compensation: $180,000 - $260,000 base salary + equity Comprehensive Health & Wellness: 100% of health insurance premium and access to dental and vision plans for you and dependents. Plan for the Future: 401(k) plan (note: no 401(k) match at this time). Career Growth: Opportunities for rapid advancement in a company at a major inflection point. Work Environment & Location
Based in New York City office in Chelsea with a hybrid model; 4 days per week in the office. Visa sponsorship is not available; all candidates must be authorized to work in the United States. Our Pledge for an Equitable Future
Verse Medical is committed to delivering equitable, hospital-quality care to everyone. We strive for a diverse, inclusive workplace where all contributions are valued and people can do their best work. We are an equal opportunity employer and welcome accommodations in the interview process. If you require any accommodations, please contact recruiting@versemedical.com. Compensation Range: $180K - $260K About the company: Verse Medical
#J-18808-Ljbffr