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About the Role
We are seeking a customer success leader with a player-coach mindset to manage and grow our Customer Success Managers. This role involves supporting team members, overseeing customer accounts, and playing a key part in hiring and scaling staff to meet business needs. You will collaborate closely with other departments and contribute to meeting future challenges.
Responsibilities
- Grow and lead a team of Customer and Community Success team members.
- Implement the findhelp platform at client sites and improve adoption.
- Manage client issues, risks, and opportunities, advocating for client needs internally.
- Build excellent client relationships and engage executives through quarterly reviews.
- Collaborate across departments to build a thriving department and foster overall success.
- Provide customer oversight as a findhelp Executive Sponsor, managing expansion opportunities, pricing, renewals, escalations, and presenting to executives.
- Foster a culture of individual growth and continuous improvement by advancing team members' skills and careers.
- Support departmental operations including renewal and upsell pipeline management, staff portfolio assignment, interviewing applicants, and process improvements.
- Build and maintain strong relationships with other departments like Production Support, Community Engagement, and Partnerships.
Requirements
- BS/BA degree or equivalent.
- 7+ years of experience demonstrating success in advanced Customer Success positions.
- Previous experience in people management, mentoring, hiring, and leading mission-driven teams.
- Superior communication (presentation, written, and verbal) and demonstrated ability to communicate and present effectively at all levels of the organization, including executive leadership.
- Excellent interpersonal skills, as well as the ability to build strong cross-functional relationships with other teams.
- A strong desire to help others be successful and grow in their career.
- Excels at risk mitigation and customer executive engagement.
Skills
- People management
- Mentoring
- Hiring
- Leading mission-driven teams
- Communication
- Presentation
- Written communication
- Verbal communication
- Interpersonal skills
- Cross-functional relationship building
- Risk mitigation
- Customer executive engagement
- Technology
- SaaS application support
- Social determinants of health
- Healthcare
- Organizational innovation
- Social enterprise
- Community organizations
- Governmental groups
Location
- Austin, Texas
- Madison, Wisconsin
Work Type
- In-office
Experience Level
- 7+ years of experience
Education Level
- BS/BA degree or equivalent
- Advanced degree or certification (highly desired)
Benefits
- 401k & equity grants
- Free food and onsite gym at our Austin HQ
- Paid parental leave
- Competitive PTO & 10 paid holidays
- Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage
- Dog-friendly office in Austin HQ
- 24/7 access to telemedicine and counseling
- Book Purchasing Program
- Culture Committee
- Leadership Development Training
- Paid Volunteering Time
About the Company
- We value being together: We believe being together enables stronger relationships, collaboration, and culture.
Equal Opportunity
- We’re building a diverse, inclusive team. You’re welcome here. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws. Accommodations are available for applicants with disabilities.