About the Opportunity
The organization's mission is to eliminate every barrier to mental health. This is a global mental health company on a mission to eliminate every barrier to mental health. The organization is building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.
The AI-native platform helps deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, the organization reaches more than 170 million people worldwide through leading employers, health plans, and partners.
As an AI-native company, the belief is that technology should expand the reach, quality, and humanity of care. Every team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and the mission.
The organization is looking for a Customer Success Manager to join the team. This role will be focused on supporting the daily relationships with existing partners and will report into the Senior Manager of Customer Success. This role will serve as the face of the organization to Customers to help foster the mission by driving the product and services in a proactive and data-driven manner. This is a fully remote, full-time position with the expectation to travel up to 15% of the time. Additional travel may be required for company or team events/meetings.
Key Responsibilities
- Serve as an account owner, product expert and mental health advocate for assigned Small and Medium Enterprise customers.
- Build rapport with decision makers and main points of contact to influence change in order to drive the adoption of best practices and successful change management methodologies, thereby driving optimal member utilization of the product.
- Own the full customer lifecycle including onboarding, value realization, engagement strategies, expansion and renewal.
- Creatively discover, communicate, and support the execution of new opportunities for customers to unlock value from the organization.
- Business review creation and presentation to senior HR executives and business leaders including insightful, data-based recommendations.
- Collaborate across departments to deliver essential customer feedback, aiming to enhance processes and elevate the patient experience.
- Participate in ongoing weekly team meetings and training to continue to enhance product knowledge.
- Assist sales team with finalist calls and provide customer references as needed.
Required Qualifications
- 3+ years of experience in account management, customer success, implementation or healthcare management.
- Experience in upselling and retaining customers to drive additional revenue.
- Experience using SaaS-based solutions and platforms.
- Experience owning the life cycle contract renewals.
- Experience using data visualization and reconciliation techniques to present key findings and customer satisfaction.
- Experience adhering to and achieving outlined KPIs.
- Experience maintaining accurate records of customer interactions, success plans, customer relationship progression and opportunity management in a CRM.
- A deep passion to transform the U.S. healthcare system, especially mental health.
- Willingness and ability to travel as needed (approx. 15%).
- A Bachelor’s degree or higher, preferred.
The target base salary range for this position is $86,000 - $98,000 and is part of a competitive total rewards package including benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. All employee pay and compensation programs are reviewed annually to ensure competitive and fair pay.
Benefits
- Health, Dental, Vision benefits start on the first day. Access to One Medical accounts. HSA and FSA plans are also available, with contributions up to $1K for HSAs, depending on plan type.
- Employer-sponsored 401(k) match of up to 2% for retirement planning.
- A yearly allotment of no-cost visits to the network of therapists, coaches, and medication management providers for the employee and dependents.
- Competitive paid time off policies including vacation, sick leave and company holidays.
- At 6 months tenure, parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents.
- Access to Noom, a weight management program—based in psychology, that’s tailored to unique needs and goals.
- Access to fertility care support, in addition to reimbursement for related fertility expenses.
- Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription.
- Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care.
- Up to $1,000 Professional Development Reimbursement a year.
- $200 per year donation matching to support favorite causes.
Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. The organization is committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, it is encouraged to apply.
The organization is proud to be an equal opportunity employer. Hiring or any employment decision is not discriminated based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. Qualified applicants are also considered regardless of criminal histories, consistent with applicable legal requirements. The organization is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If there is a disability or special need that requires accommodation, please let the organization know.
