Customer Success Manager

About the role

The organization’s mission is to eliminate every barrier to mental health. It is a global mental health company 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 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, 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.

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, driving the adoption of best practices and successful change management methodologies and 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.
• Create and present business reviews to senior HR executives and business leaders with 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 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 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.

Pay

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 and 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.