About the job
About Our Client
Today, more people than ever are speaking publicly about their mental health. Whether it's ourselves, our friends and family or even public figures, taking care of your behavioral health is no longer a taboo, it's vital, and it's only human. The hiring company is on a mission to help deliver the world's most effective behavioral care through data, measurement, and personalization. Or simply put,
What is this opportunity?
The team is looking for a Customer Success Manager to join the growing Customer Success team. The Customer Success Manager will be a key member of the team, reporting to the Director of Customer Success. Responsibilities include increasing user engagement among accounts and facilitating product adoption. The role entails identifying and leading up-sell opportunities to drive new business growth. It is essential to understand clients’ business needs, KPIs, and overall success metrics, and to design and execute plans to achieve these goals. The position requires alignment with all levels of the client’s organization, from Executive to Management and Frontline, with the ability to tailor communication to the appropriate audience.
Who are you?
You are someone who gets excited by the challenge of operating in a start-up setting and excels in a fast-paced environment. You love building relationships with customers, helping them maximize the value of the system, and being their voice within the organization. You take pride in your superb communication skills. You bring a positive attitude and are an amazing team player. You are motivated by the challenge of finding unique solutions to clients’ problems, always looking to push yourself and the organization forward.
How will you contribute?
- Serve as the trusted advisor and internal advocate for customers
- Drive constant product adoption and user engagement to ensure customers are receiving maximum value from the solution
- Own the customer's health by identifying risks and executing mitigation plans as necessary
- Monitor customer contract renewals and identify upsell opportunities to drive revenue growth
- Collaborate cross-functionally with engineering, operations, sales, and support teams to align efforts towards successfully achieving customer goals and solving technical solutions
- Collect feedback, develop content, perform data analysis and insights, and lead external presentations to customers
- Conduct quarterly business reviews to ensure customers are receiving value and achieving their objectives
What qualifications and skills will help you to be successful?
- 5+ years of experience in a Customer Success role
- Demonstrated success managing long-term partnerships in large organizations
- Experience with SaaS products, ideally in a global startup environment
- Ability to articulate value, confidently handle objections, and resolve customer issues
- Experience interacting and presenting at all organizational levels
- Excellent presentation skills (in English); additional languages are a plus
- Exceptional verbal and written communication skills, including the ability to effectively communicate and influence both business and technical individuals toward meeting objectives and delivering outcomes
- Ability to multitask, problem-solve, and work cross-functionally in a dynamic environment
- A true team player who is energetic, motivated, and self-driven
- Ability to travel (40%)
Some nice-to-haves are
- 2+ years of experience in Healthcare/Behavioral Health
- Ability to train users effectively, both in-person and remotely
The offer includes
- A product that positively impacts people's lives every single day.
- A team of amazing individuals with a shared vision and the drive to make it happen.
- The base pay for this role is $110,000-$130,000 per year. The determination of specific compensation depends on various factors, including prior employment history, job-related knowledge, qualifications and skills, length of service, and geographic location.
- In addition to competitive compensation, wide-ranging health benefits, significant equity, and 401(k) plans matched to 4% are offered.
- An opportunity to build, grow, and play a highly instrumental role in shaping how technology can enhance the effectiveness of therapy.
- Mental health days off are available whenever needed.
