Customer Success Lead, Ecosystem and Privacy Hub

San Francisco, CA, United States

Datavant is a data logistics company for healthcare whose products and solutions enable organizations to move and connect data securely. We are a data logistics company for healthcare whose products and solutions enable organizations to move and connect data securely. Datavant has a network of networks consisting of thousands of organizations, more than 70,000 hospitals and clinics, 70% of the 100 largest health systems, and an ecosystem of 500+ real-world data partners.

By joining Datavant today, you're stepping onto a highly collaborative, remote-first team that is passionate about creating transformative change in healthcare. We hire for three traits: we want people who are smart, nice, and get things done. We invest in our people and believe in hiring for high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team, and we empower Datavanters to shape their working environment in a way that suits their needs.

As a Customer Success Lead on our Ecosystem team, you will drive the delivery of our products and services through planning, measurement, and tracking across various activities taking a special focus on enterprise Privacy Hub accounts. You will own, build, and manage relationships with specified clients to make the client journey as seamless as possible through resource and planning to inspire confidence that we can deliver to privacy needs in their data pipeline. By joining our team, you will step onto a supportive team of overachievers passionate about the power of health data and the importance of data privacy.

You Will:

Own Delivery

Own the day to day delivery of Datavant's accounts assigned to your portfolio

Using consultative, client-centric approach, help customers navigate their privacy journey in Datavant as smoothly as possible and communicate value-add of privacy products in more complex projects

Understand customer business, use-cases, and vision to a level that enables you to deliver our products and services in good time with strong customer satisfaction, supporting development of privacy programming through strategic thinking and partnership with sales team and customer success leads.

Create and facilitate clear messaging to clients, client stakeholders, and other members of the Datavant team that enables expectations alignment.

Build a relationship with key client contacts (and client overall) that allows more open discussion to facilitate growth for them in a privacy preserving way and deepens the connection between our businesses.

Think Strategically

Build a knowledgebase of clients' privacy pipelines to facilitate long term planning, unearth collaboration opportunities, and inform key members of strategic partnerships, senior mgmt., and go to market teams.

Drive use of novel approaches that maximize efficiency and quality work products being delivered to clients and lead the team to scale

Recognize opportunities for improvement in client interactions, projects, relationship growth and act upon it. Proactive escalation of potential issues to appropriate leadership - going around systems to avoid creating red alerts unnecessarily

Develop new approaches based on insights and experience of yourself and project managers that reduce friction in the process and roll-out to wider client management team

Preparation of key client relationships for scaleup potential through implementation of scaling strategies, finding opportunities through relationship development, and utilizing non-standard or conceptual approaches

Build strategic plans for the development of key client relationships for the short, mid, and long-term

Excel in Cross-Functional Collaboration

Ensure project delivery through coordination of project team members

Understand our privacy expert team's communications to a level that you can translate these to a client and express impact of findings

Recognize clients' potential for productization within processes and work with PH Product team to advance this

Engagement of wider DV product teams to consider how productization beyond PH products could improve PH customer journey

Distribute relevant information to other operational functions that enables adequate resourcing and expertise to be available across your client projects and others.

What You Will Bring to the Table

5+ years of customer success experience

Industry familiarity with HIPAA rules governing health data exchange and the expert determination method of health data de identification

Experience as project manager in healthcare and/or life sciences space

Demonstrably well organized with a passion for forward planning

A strong sense of ownership, accountability, and responsibility

Strong ability in critical thinking and use of this to enable quick and decisive actions

Experience in Client Management, Project Management, and/or other similar roles

Proven record of experience in positive client interaction and handling challenging client scenarios

Competent in computer packages including Microsoft Project, Word, Excel etc.

Familiarity in both cloud and desktop-based productivity tools and software (e.g. Asana, Monday, Slack, Teams, Jira)

Adaptability and flexibility in dynamic environments

Ability to work collaboratively with both internal and external stakeholders

Bonus Points if:

Excellence in strategic thinking for short, mid, and long-term goals

Relevant project management qualifications e.g. Agile, PRINCE 2

We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compensation. Salary ranges for this position are developed with the support of benchmarks and industry best practices.

We're building a high-growth, high-autonomy culture. We rely less on job titles and more on cultivating an environment where anyone can contribute, the best ideas win, and personal growth is driven by expanding impact. The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job. The estimated salary range for this role is $108,000 - $180,000 .

At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your responses will be anonymous and used to help us identify areas of improvement in our recruitment process. ( We can only see aggregate responses, not individual responses. In fact, we aren't even able to see if you've responded or not .) Responding is your choice and it will not be used in any way in our hiring process .

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