Director of Customer Success & Implementation

Job Summary:

The Medefy Director of Customer Success & Implementation acts as a liaison between the company and the customer base. This role will manage the Customer Success & Implementation departments.  This role is responsible for diligently guiding customers through the sales process, advising them about buying decisions, onboard new clients after recent purchases and help ensure that things are running smoothly long after the sale. 

About our awesome company, Medefy Health...

Medefy Health (www.Medefy.com) is a leading SaaS benefits navigation company, dedicated to simplifying the way employees’ access and utilize their benefits. Our mission is to drive better health and financial outcomes for our users while supporting HR teams and broker partners with seamless, data-driven solutions. 

Our company is headquartered in Tulsa, OK. We’re proud to be Oklahoma’s #1 fastest-growing company and rated by Inc. Magazine as the 37th fastest-growing tech company and the 288th fastest-growing company overall in the USA, and our story is still being written!

Healthcare is only getting more complicated, and more expensive, for employers and their employees. This is where Medefy Health comes in. We’re on a mission to eliminate the stress on hard-working families caused by an impossible to navigate healthcare system. All while saving them, and their employers, a significant amount of time and money. We demolish barriers between healthcare and the people who need it, and we need your help to further our mission!

Why Join Us?

At Medefy, we change lives every day. You’ll join a purpose-driven team working to revolutionize the way people experience healthcare, making it simpler, more transparent, and less expensive. We’re fast-paced, mission-first, and value-driven. We offer competitive compensation, great benefits, and the chance to do work that matters—alongside people who care deeply about the impact they make.

Job Duties & Responsibilities:

• Develop a direct relationship with customers and solve their long-term needs, helping them to plot a path to growth and success with your solution as the compass 
• Manage the Implementation and Customer Success teams
• Act as company advocate with the customers to communicate why your company can fulfill the customer’s business goals and needs 
• Oversee all facets of implementation by orchestrating activities, facilitating meetings, driving priorities, and integrating technologies
• Help customers find out about new features that could benefit them and guide them on their use 
• Communicate with customers the quickest and easiest path to achieving their return on investment (ROI) or goals with their purchase 
• Sustain and increase customer retention by creating loyal, long-term customers 
• Track all contract expiration and renewal dates and follows up with customers for repeat business 
• Oversee and maintain the customer success platform to monitor and keep track of the health of accounts and support or respond to any outstanding alerts or red flags before they escalate and become major issues 
• Help sell the customers on upgrades or additional products and services that will help them with their business 
• Communicate regularly with the customers to understand their wants, needs and frustrations, then communicate those to members of the sales team and other necessary departments 
• Develop and implement customer service policies to ensure that all customers receive the same level of service 
• Performs other duties as assigned 

You must have at least the following: 

• Bachelor’s degree in Business, Business Administration, or related field preferred 
• At least 5 years of customer success experience required 

• Proven track record of managing teams, establishing systems, and meeting/exceeding goals 
• Ability to communicate, present, and influence effectively at all levels of an organization 
• Exceptional customer service skills 
• Excellent written and verbal communication skills 
• Strong supervisory and leadership skills 
• Excellent organizational skills and attention to detail 
• Experience with CRM and project management software 
• Proficiency in Microsoft Office Suite (specifically Excel and PowerPoint) 
• Technical aptitude 
• Ability to travel, as needed 

Supervisory Duties:

• Hires and trains Implementation and Customer Success teams
• Conducts performance evaluations that are timely and constructive 
• Handles discipline and termination of employees in accordance with company policy 

Travel Requirements Percentage:  Up to 75% may be required

Physical and Mental Requirements:

Remote Work Environment: This position is performed remotely in a home-office setting. The employee must ensure a quiet, private workspace free from distractions and suitable for video conferencing and focused work. A reliable high-speed internet connection is required.

Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer (up to 8+ hours per day).
• Frequent use of a computer keyboard, mouse, and screen; ability to type at least 55 WPM.
• Occasional movement within the home office environment (e.g., retrieving office supplies or documents).
• Vision abilities required include close vision for computer use and reading documentation, with or without corrective lenses.
• Occasional light lifting of materials (up to 15 lbs), such as a laptop or office equipment, may be required.

Communication Requirements:

• Must be able to communicate effectively in English using written and verbal channels (email, chat, video conferencing, phone).
• Must be able to read and interpret complex written information such as healthcare documentation, performance reports, and company procedures.
• Must be responsive and present during scheduled working hours and team communications, including virtual meetings and collaboration platforms.

Cognitive and Emotional Demands:

• Ability to manage multiple complex tasks and competing priorities in a high-paced environment.
• Strong critical thinking and decision-making skills with attention to detail.
• Ability to exercise independent judgment and problem-solving under time constraints.
• Must be able to adapt quickly to changing workflows, operational needs, and team dynamics.
• Must maintain a high level of confidentiality and discretion in handling sensitive information.
• Requires emotional resilience, especially when assisting users in distress or resolving escalated member concerns.
• Must be able to maintain composure and a professional demeanor under pressure.

Work Schedule & Attendance:

• Must be punctual, dependable, with potential for on-call duties as needed.
• Must maintain regular attendance and meet performance expectations without direct on-site supervision.

**Job description is not a comprehensive listing of all the activities, duties or responsibilities that are required of the employee.  Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.