Head of Success & Operations

The Role

As the Head of Success & Operations, your mission will be to scale Ambience from a promising disruptor to a dominant market leader over the next 24 months. You will own the entire post-contracting function of Ambience: design the playbooks for how Ambience deploys at leading healthcare organizations, building out teams of world class A players, and converting marquee institutions into vocal champions. This is a once-in-a-lifetime opportunity to architect how health systems implement the most transformative technology to impact medicine in the last 20+ years.

What You’ll Do: 

• Develop deep relationships with executive stakeholders (either directly or by enabling other Ambience executives) and align Ambience’s interests with customer stakeholder objectives
• Take a process re-engineering approach to translate insights across customers, identify post-contracting bottlenecks, and re-architect Ambience’s playbooks and organizational design to unlock bottlenecks
• Collaborate closely with cross functional leaders (Sales, Product, Marketing) to enable the Success Org in anticipating, prioritizing, addressing post-contracting bottlenecks
• Develop systems & rituals to accelerate time to identify and time to resolve any blocking issues that may risk the success of a pilot or renewal of a contract
• Enable the team to see around corners, personally step in to rescue struggling implementations when the team might be stuck, and manage stakeholder volatility amidst a rapidly evolving macro landscape
• Hire and cultivate a team of world class A players, ensuring that each team member has a clear growth plan & maintaining team morale even through setbacks
• Load balance staffing across initiatives and titrate pace of hiring to achieve company growth targets
• Partner closely with Product to synthesize learnings from alpha implementations to create initial playbooks that can be translated to net new customers
• Rapidly evolve initial playbooks into mature playbooks so that they can be reliably implemented by any team member, not just a select few barrel-esque “superstars”
• Partner with Product & Marketing to measure and package case studies (including hard financial ROI) to accelerate path to general availability and upsell existing/new customers on new products

Who You Are:

• You have 8+ years of customer success, implementation, management consulting, and/or operations experience and 4+ years of experience as a people manager
• You have experience managing complex B2B enterprise implementations of platform offerings with large ticket sizes
• You have a track record of owning demonstration of concrete ROI to executive stakeholders to support pilot conversions and contract renewals
• You have a track record of hiring and managing exceptional A player talent who are stage appropriate and mission aligned
• You have a track record of being a reliable “fixer” and hiring/upskilling superstar talent into a SEAL team of “fixers” who can rescue at-risk deployments
• You have a track record of owning greenfield initiatives, either through experience at a rapidly scaling startup or for a net new line of business within an established company
• You are extremely good with people, both in how you manage external stakeholders as well as how you maintain internal team morale
• You are willing to travel to certain key conferences and events as needed
• You have the ability to process complex situations and synthesize clear frameworks to enable the team to make effective decisions
• You are sufficient familiarity with the healthcare domain, capable of ramping up on relevant domain-specific context quickly, and may have pre-existing relationships with C-suite leadership of leading health systems
• You are a low-ego team player who prioritizes co-discovering the best ideas, even if they’re not your ideas
• You value being a kind, encouraging, and supportive teammate to others
• You have demonstrated the ability to thrive in environments with high levels of complexity, uncertainty, and ambiguity

Not sure if you meet all of the qualifications? We don’t expect every candidate to have done everything listed above, but you should be able to make a credible case that you meet most of the criteria and are ready for the challenge of adding new technologies to your résumé.

Compensation: 

The base compensation range for the role is: $180,000 - $250,000 based on leveling and desired cash/equity split. Philosophically, we lean towards generous equity grants so that our team truly gets to share in the impact they create.

Are you outside of the range? We encourage you to still apply: we take an individualized approach to ensure that compensation accounts for all of the life factors that matter for each candidate.