Director, Customer Success at Athelas (S16)
#1 Remote Patient Monitoring Platform
Mountain View, CA
Full-time
3+ years
About Athelas

Athelas is a Sequoia funded biotech startup working on modern, point-of-care diagnostics using Machine Learning. Our main product is an FDA cleared device for immunoresponse monitoring. We're scaling deployments rapidly across the country, and our customer base includes major pharmaceutical companies. If you're interested in modernizing healthcare and working at the intersection of machine learning and healthcare, we are the right place for you.

Athelas is a small, creative, and hard-working team and we're looking for individuals with a founder-type mentality to join us.

About the role
Skills: SQL

At Athelas we're bringing simple, life-changing health care products to people around the globe. The future of healthcare is at the home - we are a team of technologists building the next generation of medical products at the intersection of hardware and software. We won’t stop until we’ve brought the world class tools of a hospital to your home.

We develop hardware & software and diagnostics to improve the lives of chronic care patients (cancer, hypertension, schizophrenia, bipolar disorder). In the US, 80% of healthcare spend occurs in 20% of patients. We aim to drastically reduce this cost through modern software, hardware, and preventative care services. Its core device (FDA Class 2 cleared) uses machine-learning trained on cell classification to allow chronic patients to monitor their white blood count at home. Its core software product is a platform to help doctors monitor vitals, trends, etc. of such patients, so that physicians and patients can stay aligned without direct interaction.

We've raised $132 million at a $1.5 billion valuation from top tier investors such as General Catalyst, Sequoia Capital, Y Combinator, and Initialized.

Hybrid workplace in Mountain View, CA.

###What You'll Do

  • Lead and manage Athelas's growing customer success team
  • Own all metrics relating to site NPS, retention, and overall experience
  • Build end to end flow for site experience, working with our product, billing, and deployment teams to make sure we provide best in class service
  • Serve as the owner for a portfolio of high value accounts, responsible for meeting key performance metrics
  • Serve as a product expert, walking sites through everything from patient selection, product features, to billing and reimbursements
  • Develop strategies to increase account value while ensuring the highest possible retention metrics in the industry
  • Collect industry knowledge and feedback from our customers to help guide product improvements and future product innovations

###What You Have

  • At least four years of account management, sales, or customer success experience (healthcare experience not required)
  • At least two years of experience leading and managing a team
  • Capable of building a best-in-class customer success process
  • Strong written and verbal communication skills
  • Experience with metrics and reporting
  • Comfort with ambiguity
  • Highly organized and able to handle multiple accounts with a close attention to detail
  • Willingness to hustle and perform duties outside of your conventional role

###Why You’ll Like Working with Athelas

  • Rockstar Team: Join a team with an incredible record - we are the smallest, fastest company in history to receive FDA hematology clearance. We are also the largest Remote Patient Monitoring company in the US
  • Technology Focus: Revolutionizing how technology can be used in the healthcare industry
  • Strong Backing: $132M Series B raised from the likes of Sequoia, General Catalyst, Tribe, Y Combinator
  • Mission Driven: We are changing the way healthcare is provided, bringing it directly to the people who need it with technology-enabled solutions
  • Incredible Growth: 10x patient growth in 2021 and we're just getting started
Technology

Machine Learning

Our device captures high resolution images of blood smears which we analyze using internally CNNs. Our networks are responsible for segmenting cells, classifying them, and deciding which images include valid and invalid samples. In addition, we have specially designed networks for classifying abnormal cells (blast cells, giant platelets, nucleated red blood cells) that require additional intervention.

Hardware

Our hardware stack includes custom objective lenses and image sensors to provide the optimal tradeoff for field of view and cell resolution. Our device includes an onboard linux processor, motor drivers, and a linear actuator for orienting and moving the sample. We are always looking to improve our imaging stack to provide more powerful images for analysis.

Clinic Product

We provide customers (clinics) a web-based interface for analyzing results, looking up patient history, and integrating directly with pharmacies. Our frontend is built entirely in react and redux.

Server API

Our APIs are built using flask and sqlalchemy with a postgres database. Our infrastructure is hosted using Kubernetes on GCP. We believe in simple, reliable infrastructure that allows us to spend most of our time on improving our tests and adding new ones.

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