Manager, Customer Success

About the Role

We are looking for a strategic, results-oriented leader with a passion for mental health and team development. As the Manager, Customer Success, you will lead a team of Customer Success Associates, ensuring they deliver exceptional support and value to our clients. You will be responsible for the overall health and retention of our customer portfolio, driving the strategy for engagement and referral volume. You are a mentor who thrives on coaching others while remaining a hands-on relationship builder with key executive stakeholders.

Responsibilities:

• Team Leadership: Lead, mentor, and develop a team of Customer Success Associates, providing guidance on relationship management, account strategy, and professional growth.

• Strategic Oversight: Own the overall success and retention strategy for a portfolio of health system partners, health plans, and strategic referral partners, ensuring the team exceeds established targets. 

• Executive Relationship Management: Serve as a point of escalation and maintain high-level relationships with executive decision-makers at partner organizations.

• Cross-Functional Advocacy: Collaborate with Product, Clinical, Data Science, and Legal teams to ensure the "voice of the customer" informs the product roadmap and operational improvements.

• Operational Excellence: Standardize and optimize customer reporting, communication templates, and project management workflows to increase team efficiency.

• Growth & Marketing Partnership: Partner with Marketing to oversee the development of large-scale campaigns and workshops that drive patient engagement across all accounts.

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

• Finalist Support: Support finalist presentations and strategic key prospect meetings by serving as a subject matter expert on client partnership strategy, implementation, operations, reporting and ongoing strategic account management.  Provide references as needed.

• Clinical & Healthcare Acumen: Ability to communicate clinical outcomes, behavioral health value, and care delivery impact to healthcare stakeholders while navigating regulated healthcare environments.

Core Competencies:

• Strategic Leadership: Ability to set a vision and inspire the team to achieve ambitious performance goals.

• Advanced Relationship Management: Expert-level ability to build trust and influence at the C-suite and executive levels.

• Coaching & Mentorship: Passion for developing talent and helping team members navigate complex customer challenges.

• Strategic Problem Solving: Anticipates market shifts and customer needs to proactively evolve the Customer Success model.

• Data-Driven Decision Making: Uses complex data sets to drive account strategy and demonstrate ROI to partners.

• Operational Change Management: Comfortable leading teams through fast-paced organizational growth and process changes.

Qualifications:

• Experience: 5+ years of experience in customer success, account management, or healthcare leadership, with at least 1+ years in a formal people-management role.

• Industry Knowledge: Deep understanding of health systems, health plans, or the pediatric mental health landscape.

• Communication: Exceptional presentation and negotiation skills, with the ability to lead in high-stakes environments.

• Project Management: Proven track record of managing multiple large-scale initiatives and leading cross-functional projects.

• Technical Proficiency: Advanced skills in Google Workspace (Sheets, Slides), CRM tools (Salesforce, Asana) and data visualization tools (Tableau, Quicksight) to track team performance.

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