Customer Success and Implementation Manager - Health and Human Services (HHS)

5+ years in Child Welfare or related fields. Experience working in or with high-level state or local government agency administrators and/or as front line staff. Experience managing projects or implementations of new initiatives in social services settings. Experience in Health and human services workforce training. Experience in implementation science, large scale EBP adoption, program evaluation, and fidelity monitoring processes. Basic knowledge of FFPSA and its relevance to child welfare. Tech-savvy with ability to learn new technology and online tools quickly. Strong understanding of the technical language used by Child Welfare professionals. Enthusiasm for talking about how technology can solve problems for public sector customers. Basic, high-level understanding of SACWIS/CCWIS systems. Experience with and understanding of public sector customers. Experience communicating effectively with diverse stakeholders. Clear and polished communication skills. Natural ability to collaborate and work with cross-functional teams. Proven reliability and flexibility to work independently. High degree of organizational skills and attention to detail. Technically adept, self-motivated, and driven by results. Strong preference for experience in or working with California social service systems. Prior customer success or SaaS experience. Experience working with HubSpot (or similar CRM platform). Ability to travel within California up to 50% of the time.

Build relationships with state and regional child welfare agencies. Focus on customer retention, growth in account value, and generating new customer activity. Manage customer implementations and onboarding. Communicate customer feedback to technical and product teams. Liaise between customers and internal teams. Manage and document customer contract deliverables. Orient and onboard new customers to Lyssn products. Develop resources to support customers. Guide best practices for using Lyssn in implementation projects. Gain expert knowledge of Lyssn products. Establish strong relationships with agency administrators and stakeholders. Collaborate with internal sales team for smooth handoffs. Utilize internal project management and CRM tools. Manage multiple customer relationships and priorities.