What is the Senior Manager - Client Success? 

SonderMind is in search of a dynamic Senior Manager - Client Success to ensure an amazing client experience through SonderMind’s products, services and overall value proposition. Our Client Success Manager should be an expert at cross-functional communication and project management working with multiple teams across the company to define and ultimately meet measures of success. Our Client Success Manager will be responsible for meaningful results and will be accountable to business needs. 

About SonderMind

SonderMind is redesigning behavioral health to become more accessible, approachable and utilized. We are doing this by building a national, integrated network of behavioral health providers and allowing them to thrive in private practice, while also creating a seamless, technology-enabled experience for consumers to find the best therapist to meet their needs. We were recently voted the #1 Best Place to Work by the Denver Business Journal and are growing rapidly. http://bizj.us/1px5hy. If you enjoy a challenge and being part of a mission with big aspirations, SonderMind may be the place for you. 

What else you should know

This is a ground-floor opportunity to grow with a VC-backed company with plans to become a national force for changing this important segment of healthcare. Our team is made up of experienced healthcare, technology and product professionals who work very hard and thrive in a fast-paced environment. As an early team member, we will expect you to exhibit extreme ownership of your objectives, demonstrate a willingness to take risks and never act as a cog in the wheel. This individual in this role will be the first to focus exclusively on the entire client/consumer experience and will be expected to collaborate regularly with other cross-functional teams. 

Who are we looking for

The ideal candidate for this position will have a strong background in project management, product management and/or program management, ideally in consumer-facing technology companies. This individual must be able to thrive in ambiguous and ever changing environments. Our ideal candidate will have previous experience and success in multiple disciplines around customer success bringing a wealth of knowledge to the team. 

Gotta Have This:

• Demonstrated experience utilizing business analytics, user testing data, and/or customer feedback integration for strategic business decision-making 
• Previous experience in two or more of the following areas: 
• Customer success management for consumer-facing product or service
• Project management or program management, ideally in a diverse multifunctional environment 
• Consumer digital product marketing
• User engagement and retention with digital products
• Minimum of five years of directly relevant work experience
• Bachelor’s degree from a 4-year college or university
• Comfort working in a fast-paced, ambiguous environment that is constantly changing

Nice to Have: 

• Previous experience in all three of the above disciplines/business areas
• Project management or program management in a diverse, multifunctional environment as a lead or primary contributor
• Experience in healthcare and/or fast-growing technology organizations
   

Expected Outcomes:

• Within two weeks, utilize existing work and analysis to present a cohesive document of the client journey 
• Within one month, define and increase client engagement with SonderMind following a client’s first session
• Within three months, increase the average client Net Promoter Score measured after first session by 20%
• By the end of 2019, develop a framework for working with a clinical advisor to ensure the highest levels of efficacy across various demographics and clinical diagnoses
• Within 6 months, increase Net Promoter Score by an additional 15% and markedly increase average sessions per new client

BENEFITS

• Experience and Career Growth. You will be part of the core team as the company enters a major growth phase. We always look to promote from within and everyone on the team is taking on multiple roles. We don’t know how to say “that isn’t my job.”
• Startup Environment. From our location directly across from Union Station, to unlimited coffee and healthy snacks, to a 2019 Best Place to Work office culture, things are changing and improving EVERY SINGLE DAY.
• Health, Vision, Dental, 401k, and free EcoPass. Excellent employee benefits.
• Stock Option Grant. We want all of our team to be focused on long-term success and growth.
• Mandatory Vacations. We’ve read the research and it is clear – employees who take vacation are more productive, happier and compensated more. SonderMind has an unlimited vacation policy, but REQUIRES employees to take a minimum of 3 weeks of vacation per year
• Competitive Start-Up Salary. We all need to eat, right?