Manager, Client Success (Mid Market and SMB)
To see similar active jobs please follow this link: Remote Management jobs
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
About the job
Manager, Client Success (Mid Market and SMB)
To see similar active jobs please follow this link: Remote Management jobs
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