Responsibilities
Hire, develop, and retain a team of high-performing Customer Success Managers while ensuring operational consistency across customer tiers and segments.
Partner with the Customer Success Director to monitor team performance, optimize operational procedures, and elevate training or enablement needs.
Coach Customer Success Managers to maximize member engagement, customer retention, revenue growth, and value actualization through strategic reporting.
Drive team accountability for core department KPIs, including renewal rates, customer retention, net-new revenue expansion, and customer satisfaction.
Provide consolidated reporting on team achievements, identifying business risks or macroeconomic trends blocking desired results.
Lead risk management strategies across assigned segments to address talent, relationship, and revenue risks through cross-functional reviews and account meetings.
Oversee monthly revenue forecasting, ensuring strategies are deployed to mitigate financial risks and support underperforming accounts.
Manage executive-level client engagement and high-visibility clinical or operational escalations alongside your team.
Represent the Customer Success department in late-stage prospect finalist meetings and strategic internal deal reviews.
Collaborate closely with cross-functional partners across Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation to ensure the voice of the customer is reflected across all business units.
Qualifications
10+ years of work experience in a high-growth, fast-paced environment; experience leading Customer Success or similar teams is preferred
5+ years of management experience
Experience in employer-sponsored health benefits space required
Ability to effectively organize and manage multiple company initiatives and proven ability to positively influence peers
Excellent listening and communication skills both verbal and written, with an emphasis on quickly gaining trust; can build relationships at all organizational levels both externally and internally. Ability to communicate effectively with senior management
Experience with tools such as Salesforce and Tableau. Experience with Gainsight is a plus
Passion for mental health and changing the healthcare landscape
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