Customer Success Manager

Summary

Join Headway's dynamic team as a Customer Success Manager and contribute to revolutionizing mental healthcare. You will build and nurture relationships with group practices, ensuring they maximize the value of Headway's platform. This role involves tracking key metrics, providing tailored support, identifying growth opportunities, and collaborating with internal teams. You will be a trusted advisor, advocating for clients and influencing product development. The ideal candidate possesses 5+ years of experience in customer success or sales, strong communication skills, and a data-driven approach. Headway offers a competitive compensation package, including comprehensive benefits and equity.

Requirements

• 5+ years of experience in customer success and/or sales, ideally within the venture-backed health/tech space
• You’re an excellent communicator and presenter, who can build effective relationships with customers and cross-functional teams
• You understand customer health metrics and how to utilize data to drive engagement
• You effectively share insights with customers to drive product value
• You have experience goal setting and success planning with customers
• You bring a proactive, results-oriented mindset with a focus on achieving customer outcomes

Responsibilities

• Track key practice health metrics such as usage and engagement, identifying at-risk groups and creating action plans to improve engagement
• Utilize your expertise in timing and audience targeting to make meaningful outreach to the right groups
• Develop strong customer relationships, acting as their advocate and trusted advisor within Headway
• Share customer feedback with internal teams (Customer Care, Product, Engineering, Sales) to improve the overall practice experience and influence product development
• Promote effective product usage by sharing best practices and insights
• Help group practices achieve their goals and maximize the value of Headway through tailored recommendations and support
• Collaborate with clients to create customized action plans that align with their objectives
• Track progress, adjust strategies as needed, and ensure mutual goals are met in a timely manner
• Identify opportunities for account expansion by understanding customer needs and recommending solutions that support their business growth
• Contribute to strategies that drive additional revenue for both the client and Headway
• Conduct regular meetings, including Quarterly Business Reviews (QBRs), to discuss practice progress, address concerns, and review upcoming goals to ensure customer success and satisfaction

Benefits

• Equity Compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave for eligible employees
• Carrot Fertility annual reimbursement and membership
• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development