Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and cultivate a team of Customer Success Associates, offering guidance on relationship management, account strategy, and professional development.

• Take ownership of the overall success and retention strategy for a portfolio comprising health system partners, health plans, and strategic referral partners, ensuring the team surpasses established targets.

• Act as a point of escalation and maintain high-level relationships with executive decision-makers at partner organizations.

• Collaborate with Product, Clinical, Data Science, and Legal teams to ensure that the 'voice of the customer' influences the product roadmap and operational enhancements.

• Standardize and optimize customer reporting, communication templates, and project management workflows to boost team efficiency.

• Partner with Marketing to oversee the creation of large-scale campaigns and workshops that enhance patient engagement across all accounts.

• Collaborate with the Performance Management and Sales Operations teams to interpret and address team metrics, including referral volumes, customer health scores, conversion rates, upsells, etc.

• Support finalist presentations and strategic meetings with key prospects by acting as a subject matter expert on client partnership strategy, implementation, operations, reporting, and ongoing strategic account management, providing references as necessary.

• Demonstrate the ability to communicate clinical outcomes, behavioral health value, and care delivery impact to healthcare stakeholders while navigating regulated healthcare environments.

⛳️ Requirements

• A minimum of 5 years of experience in customer success, account management, or healthcare leadership, including at least 1 year in a formal people-management role.

• A comprehensive understanding of health systems, health plans, or the pediatric mental health landscape.

• Outstanding presentation and negotiation skills, with the capacity to lead in high-stakes situations.

• A proven ability to manage multiple large-scale initiatives and lead cross-functional projects effectively.

• Advanced proficiency in Google Workspace (Sheets, Slides), CRM tools (Salesforce, Asana), and data visualization tools (Tableau, Quicksight) for tracking team performance.

• Willingness to travel (up to 30-40%) to support team members and visit key accounts.

🏝️ Benefits

• Comprehensive healthcare coverage, including medical, dental, vision, FSA/HSA, and life and disability insurances.

• Lyra for Lyrians; coaching and therapy services.

• Equity in the company through discretionary restricted stock units.

• Competitive paid time off policies that encompass vacation, sick days, and company holidays.

• Paid parental leave.

• 401K plan with up to 3% matching.

• Monthly technology allowance.

• Well-being perks and activities, surprise swag, regular community celebrations, and much more!