Customer Success Manager

The organization's mission is to eliminate every barrier to mental health. This global mental health company is building a world where getting support is simple, personal, and built around the individual, ensuring care continues through every job, move, health plan, and life stage. The AI-native platform delivers 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, technology is leveraged to 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 build AI fluency in ways that support their role and the mission.

About the role

This fully remote, full-time position focuses on supporting daily relationships with existing partners and serves as the face of the organization to customers. The role involves driving product and services in a proactive, data-driven manner to foster the mission. There is an expectation to travel up to 15% of the time, with additional travel possible for company or team events.

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, drive adoption of best practices, and implement successful change management methodologies to optimize 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.
• Create and present business reviews 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 enhancing product knowledge.
• Assist the sales team with finalist calls and provide customer references as needed.

Requirements

• 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 lifecycle of 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 for transforming the U.S. healthcare system, especially mental health.
• Willingness and ability to travel as needed (approximately 15%).
• A Bachelor’s degree or higher (preferred).

Pay

The target base salary range for this position is $86,000 - $98,000. Individual pay may vary based on factors including experience, location, and internal pay equity. This role is part of a competitive total rewards package including benefits.

Benefits

• Health, Dental, and Vision benefits starting on the first day.
• Access to One Medical accounts.
• HSA and FSA plans available, with contributions up to $1,000 for HSAs, depending on plan type.
• Employer-sponsored 401(k) match of up to 2% for retirement planning.
• 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 psychology-based weight management program tailored to unique needs and goals.
• Access to fertility care support, including reimbursement for related expenses.
• Access to Wellhub, connecting employees to fitness, mindfulness, nutrition, and sleep options in one subscription.
• Access to BrightHorizons for sponsored child care, back-up care, and elder care.
• Up to $1,000 Professional Development Reimbursement per year.
• $200 per year donation matching to support favorite causes.