Manager, Customer Success
New
United StatesFull-TimeManager
Salary$106,000 - $146,000 a year
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Job Details
- Experience
- 5+ years of experience in customer success, account management, or healthcare leadership, with at least 1+ years in a formal people-management role.
- Required Skills
- People ManagementSalesforceTableauAccount ManagementCustomer SuccessGoogle WorkspaceAsana
Requirements
- 5+ years of experience in customer success, account management, or healthcare leadership.
- At least 1+ years in a formal people-management role.
- Deep understanding of health systems, health plans, or the pediatric mental health landscape.
- Exceptional presentation and negotiation skills for high-stakes environments.
- Proven track record of managing multiple large-scale initiatives and leading cross-functional projects.
- Advanced skills in Google Workspace (Sheets, Slides).
- Proficiency with CRM tools such as Salesforce and Asana.
- Proficiency with data visualization tools such as Tableau or Quicksight.
- Willingness to travel (up to 30-40%) to support team members and visit key accounts.
Responsibilities
- Lead, mentor, and develop a team of Customer Success Associates, providing guidance on relationship management, account strategy, and professional growth.
- 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.
- Serve as a point of escalation and maintain high-level relationships with executive decision-makers at partner organizations.
- Collaborate with Product, Clinical, Data Science, and Legal teams to ensure the "voice of the customer" informs the product roadmap and operational improvements.
- Standardize and optimize customer reporting, communication templates, and project management workflows to increase team efficiency.
- Partner with Marketing to oversee the development of large-scale campaigns and workshops that drive patient engagement across all accounts.
- 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.
- 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.
- Communicate clinical outcomes, behavioral health value, and care delivery impact to healthcare stakeholders while navigating regulated healthcare environments.
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