Manager, Customer Success

About the role

We are looking for a customer success leader with a player-coach mindset. As a manager on our Customer and Community Success team, you’ll be directly leading our growing team of Customer Success Managers. In addition to supporting team members and providing oversight for their customers as their findhelp Executive Sponsor, you will play a critical role in helping us hire, grow, and scale excellent staff to meet the rapidly changing needs of our business. We collaborate closely with other departments and directly contribute to meeting the needs of tomorrow.

Responsibilities

• Grow and lead a team of Customer and Community Success team members who are tasked with:
  • Implementing the findhelp platform at a variety of client sites and improving adoption over time
  • Managing issues, risks, and opportunities for a set of clients, as well as advocating for the client’s needs internally
  • Building excellent client relationships and engaging executives through quarterly reviews
  • Collaborating across Customer and Community Success and other departments to build a thriving department and foster the overall success of findhelp and the people we serve
• Provide customer oversight through fulfilling the responsibilities of a findhelp Executive Sponsor, including managing expansion opportunities, pricing and renewals, escalations and issue management, presenting to customer executives, etc.
• Foster a culture of individual growth and continuous improvement by advancing the skills and careers of your team members
• Support the behind-the-scenes operations that help our department run smoothly, such as: renewal and upsell pipeline management, staff portfolio assignment and management, interviewing Customer Success applicants, continuous process improvements, and more
• Build and maintain strong relationships with other departments, such as Production Support, Community Engagement, Partnerships, and more

Requirements

• BS/BA degree or equivalent
• 7+ years of experience demonstrating success in advanced Customer Success positions
• Previous experience in people management, mentoring, hiring, and leading mission-driven teams
• Superior communication (presentation, written, and verbal) and demonstrated ability to communicate and present effectively at all levels of the organization, including executive leadership
• Excellent interpersonal skills, as well as the ability to build strong cross-functional relationships with other teams
• A strong desire to help others be successful and grow in their career
• Excels at risk mitigation and customer executive engagement

Preferred Qualifications

• Advanced degree or certification
• Experience with technology and the ability to learn new technologies quickly
• Direct experience with SaaS application support requirements
• Experience with social determinants of health and healthcare
• Interest in organizational innovation, social enterprise, community organizations, and governmental groups

Location

This position is in office and candidates must be located in Austin, Texas or Madison, Wisconsin.

Benefits

• 401k & equity grants
• Free food and onsite gym at our Austin HQ
• Paid parental leave
• Competitive PTO & 10 paid holidays
• Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage
• Dog-friendly office in Austin HQ
• 24/7 access to telemedicine and counseling
• Book Purchasing Program