Senior Group Manager, Customer Success

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

📋 Description

• Recruit, develop, and retain a team of exceptional Customer Success Managers.

• Ensure operational uniformity across various customer tiers and segments.

• Collaborate with the Customer Success Director to assess team performance, enhance operational processes, and pinpoint training or support requirements.

• Mentor Customer Success Managers to boost member engagement, customer retention, revenue growth, and value realization through strategic reporting.

• Promote accountability for departmental KPIs, including renewal rates, customer retention, net-new revenue growth, and customer satisfaction.

• Deliver consolidated reports on team accomplishments while identifying business risks or macroeconomic trends.

• Lead risk management initiatives across assigned segments focusing on talent, relationships, and revenue risks.

• Oversee monthly revenue forecasting and develop mitigation strategies for financial risks and underperforming accounts.

• Manage executive-level client interactions and address high-profile clinical or operational escalations.

• Represent Customer Success in late-stage finalist meetings with prospects and during strategic internal deal assessments.

• Collaborate with Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation teams.

• Manage customer relationships as necessary.

⛳️ Requirements

• Over 10 years of experience in a fast-paced, high-growth environment; prior experience leading Customer Success or similar teams is preferred.

• At least 5 years of management experience.

• Required experience in the employer-sponsored health benefits sector.

• Ability to organize and manage multiple company initiatives effectively.

• Proven capability to positively influence colleagues.

• Excellent verbal and written communication and listening skills.

• Ability to rapidly establish trust and forge relationships at all organizational levels, both externally and internally.

• Proficient in communicating effectively with senior management.

• Experience with Salesforce and Tableau is essential.

• A passion for mental health and a commitment to transforming the healthcare landscape.

🏝️ Benefits

• Discretionary bonuses.

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

• Lyra for Lyrians coaching and therapy services.

• Equity through discretionary restricted stock units.

• Competitive paid time off, including vacation, sick days, and company holidays.

• Paid parental leave.

• 401(k) with up to 3% matching.

• Monthly tech allowance.

• Well-being perks and activities.

• Surprise swag.

• Regular community celebrations.