The Role

We're looking for a customer-centric Manager to lead and manage a team of top performing SMB and Mid-Market Client Success Managers. Our SMB and Mid-Market Client Success team has a portfolio of mid-market and small enterprise customers.

In this role, you will operate with a high level of ambiguity in a fast-paced environment, navigating change as the business evolves with each new iteration of this growing product offering. You will be an important player in setting the tone for the Client Success function to ensure that Modern Health can effectively support our customers and maximize engagement through our product offerings. This is a highly visible role that requires comfort in reporting to senior leadership on key business objectives and outlining requirements/needs to achieve these, while also working with cross-functional leaders across Modern Health to ensure success. If you’re excited to positively impact the lives of millions, join us!

This position is not eligible to be performed in Hawaii.

What You’ll Do

• Lead and develop a team of high-performing SMB and Mid-Market Client Success Managers
• Spearhead and innovate on Modern Health’s 1:many customer experience
• Be Modern Health’s expert on digital customer engagement activities
• Deliver high-quality customer experience to new and existing customers
• Build a creative an innovative culture
• Own your team's metrics and drive the plan to attain and exceed them
• Determine renewal strategy including forecasting for your entire BoB
• Act as an escalation point for your teammates and customers
• Build strategic relationships with CXOs and other decision makers and position yourself as a trusted advisor to customers
• Maximize employee engagement and skills development within their teams
• Improve platform and services adoption rate and minimize customer and revenue churn
• Demonstrate business outcomes and ROI for our customers and their stakeholders
• Work cross-functionally with key stakeholders in Sales, Product, Marketing and Operations
• Share trends and best practices throughout the organization
• Identify and take action on bottlenecks and areas of improvement within customer success teams
• Ensure Modern Health values are built deep into your team

Who You Are

• 5+ years of experience working in Customer Success related role, preferably at a SaaS company
• 2+ years management experience owning both individual and shared goals
• Previous experience building digital customer experiences
• Experience supporting 1:many
• Previous healthcare experience is preferred
• Experience in a commercial role account management or quota-carrying individual
• High EQ and natural interpersonal skills. A connector and expert communicator who will ‘close the distance’ between Customer Success, our customers and internal stakeholders
• You pride yourself on your ability to lead and motivate a team. Coaching others and seeing them achieve their goals gives you energy.
• Proven track record of leading initiatives, working cross-functionally to achieve goals, and succeeding in a team environment
• Strong project management skills and ability to run multiple projects simultaneously
• Experience with medium and large businesses and/or tech preferred
• High-growth or early-stage startup experience is a plus
• Experience using Salesforce, Gainsight, Looker, Google suite and Slack for business purposes

Benefits

Fundamentals:

• Medical / Dental / Vision / Disability / Life Insurance
• High Deductible Health Plan with Health Savings Account (HSA) option
• Flexible Spending Account (FSA)
• Access to coaches and therapists through Modern Health's platform
• Generous Time Off
• Company-wide Collective Pause Days

Family Support:

• Parental Leave Policy
• Family Forming Benefit through Carrot
• Family Assistance Benefit through UrbanSitter

Professional Development:

• Professional Development Stipend

Financial Wellness:

• 401k
• Financial Planning Benefit through Origin

But wait there’s more…!

• Annual Wellness Stipend to use on items that promote your overall well being
• New Hire Stipend to help cover work-from-home setup costs
• ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more
• Monthly Cell Phone Reimbursement