Remote Senior Customer Success Manager

Summary

Join Journey, the leading proactive mental health solution for modern companies, as a Customer Success Manager. You will build strong relationships with customers, own the full customer lifecycle, and collaborate with internal marketing on customer-facing collateral development.

Requirements

• 5+ years of experience in Customer Success, Client Services, or Customer Success at a SaaS organization
• Experience in the employee benefits space, working with customers in the People Operations/Benefits space
• Experience with large- to enterprise-sized customer book of business
• Creative problem solver with a determination to succeed
• Independent and motivated, with the wisdom to seek help where needed
• Highly articulate, ability to communicate effectively both when speaking and writing
• Highly organized, with the ability to juggle multiple projects in a fast-paced environment

Responsibilities

• Build strong relationships with Journey’s customers and own the full customer lifecycle, including onboarding, value realization, engagement strategies, expansion, and renewals
• Partner with customer stakeholders to develop custom engagement initiatives that drive user adoption and support the unique needs of their employees
• Collaborate with internal marketing on customer-facing collateral development, including communications, that support engagement initiatives
• Manage all current customer data in our CRM and internal systems
• Analyze customer engagement metrics and use them to communicate value, trends, and opportunities with key stakeholders
• Deliver program demos, provide insightful technical answers, and recommend creative ways to get the most out of Journey’s platform

Benefits

• Remote First.. We are a remote company. Where you live is where we are located
• Stock Options.. We encourage an ownership mindset by giving full-time employees the opportunity to share in the success of Journey
• Medical, Dental & Vision Insurance.. Journey contributes 100% of the medical insurance premium for the employee, provided through Aetna
• Unlimited PTO.. We trust you to do what is necessary to get your job done while maintaining a healthy work/life harmony. We offer unlimited time off and encourage you to take it
• Parental Leave.. 10 weeks of fully paid parental leave for birthing, non-birthing, and adoptive parents is available after one year of employment. Journey also offers paid leave for pregnancy loss as well as travel reimbursement for safe and legal abortion access
• Wisdom Money.. Team members receive $1,000 per year to spend on personal development activities, such as meditation classes and retreats, as they see fit
• Productivity Stipend.. Team members receive $1,000 to spend on co-working spaces, a new desk chair, or whatever they need to make their work environment more comfortable
• Learning and Development.. Journey is invested in your continuous growth. Each year, team members are eligible for up to $500 to spend on professional development opportunities of their choosing
• Journey’s Proactive Employee Assistance Program.. Of course, team members and their loved ones have access to Journey Proactive EAP, our proactive mental health solution to stay happy, healthy, and mentally and emotionally fit