Customer Success Manager

We’re looking for a motivated and experienced Customer Success Manager to join our growing team. In this role, you’ll manage a portfolio of mid-market accounts and serve as a strategic partner to senior stakeholders. You’ll support onboarding, ongoing engagement, renewals, and expansion while playing a strategic role in account retention and satisfaction.

This is a great opportunity for someone who excels at executive relationship management, thrives in strategic conversations, and is excited about making an impact in healthcare and mental health.

Responsibilities

Own Customer Relationships

• Serve as the primary point of contact and trusted advisor for customers in your book of business
• Build and maintain relationships with HR leaders, benefits executives, and senior stakeholders
• Own the post-sale lifecycle, delivering tailored experiences that support client goals

Onboarding & Activation

• Lead smooth onboarding and implementation for new customers
• Partner with cross-functional teams to ensure technical and operational launch readiness
• Define success criteria and align on measurable outcomes

Engagement & Retention

• Develop and execute success plans that align to customer objectives
• Monitor usage, engagement, and risk indicators; proactively intervene as needed
• Facilitate business reviews, data reporting, and strategic planning sessions
• Lead renewal strategy and expansion conversations

Internal Collaboration

• Partner with Sales, Clinical, Product, and Operations teams to drive unified customer experiences
• Act as the voice of the customer to influence internal decisions and improve offerings
• Contribute to process improvements, playbooks, and documentation

Success Measurement

• Track key metrics including retention, engagement, utilization, and satisfaction
• Maintain clear documentation of customer progress, goals, and risks

Requirements

Experience & Skills

• 3+ years of experience in customer success, account management, or consulting
• Expertise managing senior stakeholder relationships
• Familiarity with healthcare, benefits, or HR tech is a plus
• Strong analytical skills and ability to drive outcomes using data
• Organized, adaptable, and outcome-oriented

Communication & Collaboration

• Excellent interpersonal, written, and verbal communication skills
• Executive presence and confidence in presenting to leadership teams
• Collaborative mindset with a bias toward action

Mindset

• Strategic thinker with a passion for improving mental health access
• Customer-first approach with empathy and curiosity

Thrives in a fast-paced, evolving startup environment.