About Plenful

Plenful is a healthcare automation and AI technology platform that pairs automation alongside human task management to optimize the manual, administrative workflows that bog down healthcare today. We partner with innovative healthcare organizations to provide better operational outcomes, financial outcomes, and experiences for both patients and healthcare staff.

Our team is a strong blend of healthcare and technology experts with multiple exits under our belts. Our team comes from top companies such as Google, Shields Health Solutions, Goldman Sachs, and numerous enterprise startups. We’re patients too, and we’re passionate about advancing healthcare efficiency through software.

We are backed by exceptional healthcare and technology investors including Bessemer Venture Partners. Our HQ is in San Francisco and we are open to remote work. Learn more about us at Plenful.com.

Join our growing team!

As an early Customer Success team member, you can help us shape best practices for customer implementation, support, retention, loyalty, and expansion in close partnership with our Head of Technical Customer Success. Your responsibilities will expose you to a breadth of company needs as you collaborate cross-functionally with our technical, commercial, and executive teams. As the company grows, this critical role has significant growth potential. This is a unique experience to join a funded startup and see first-hand how a company is built.

About the Role

• Configure Plenful for New Customers and Use Cases: Work with customers to execute implementation on established use cases and help Plenful continually improve our implementation process, bringing customers value more quickly and efficiently.
• Engage Customers: Represent Plenful in customer-facing meetings to gather feedback, understand client-specific needs, and assist in custom configuration. Guide timelines, gently hold customers accountable to follow-up tasks, and continually raise the bar for customer experience.
• Support Customers: Provide omnichannel support for customers and help develop documentation on best practices with the Plenful platform.
• Collaborate with Account Management and Sales: Work closely with Account Management, Product Solutions, and Sales to define operational requirements for use case templates and modules, ensuring alignment with client needs and market demands. Partner with Account Management and Sales to identify opportunities and lead implementations for contract expansions.
• Engineering and Product: Work closely with Engineering and Product Solutions on communicating new feature development needs and product requirements. Be a key part of the feedback loop between customers and product by providing business context, customer feedback, and input on product design.

Qualifications

• Experience
• • 2+ years of in Implementation, Customer Success, Technical Account Management, or a related field, ideally in SaaS, healthcare technology, or healthcare
  • Direct experience in customer-facing roles or managing customer relationships
  • Demonstrated ability to successfully coordinate and manage projects across multiple stakeholders, ensuring objectives are met on time and according to customer expectations
  • Experience with early-stage startups is a plus
• Technical skills
• • Proficient in SQL and/or other technical programming languages
  • Experience working in CRM systems (e.g., Salesforce) and customer success platforms
  • Familiarity with healthcare operations and regulatory compliance (e.g., HIPAA, 340B Drug Pricing) is a plus
• Additional skills
• • Excellent verbal and written communication skills
  • Strong problem-solving skills, ability to articulate unstructured problems effectively and with a customer-focused approach to addressing client needs and resolving issues
  • Ability to work collaboratively across functions, including Sales and Account Management, to ensure a seamless customer experience
  • Highly organized, able to manage multiple accounts, and prioritize tasks independently.
• Miscellaneous
• • A genuine interest in healthcare and making the industry more efficient
  • Excitement to see and learn the company-building process firsthand alongside dedicated, hardworking, fun-loving team members
  • A bias toward action and enjoyment working in a dynamic, fast-moving environment
• Educational background
• • BA/BS degree

Plenful perks

• Great benefits include unlimited PTO, health insurance, meal stipend, health & wellness stipend, team offsites, 401K matching, and stock options
• Join an all-star team with direct access to executive leadership
• Opportunities to further develop and refine your partnership acumen by partnering with our seasoned leaders

Hybrid Workplace

Plenful is based in San Francisco, and Bay Area hires will be asked to go into the office three days a week. Team members who live elsewhere typically train in San Francisco and work remotely.