Senior Customer Success Manager

Summary

Join Journey, a leading proactive mental health solution company, and become a Customer Success Manager. You will build strong customer relationships, manage the full customer lifecycle, and develop custom engagement initiatives. Collaborate with internal teams, analyze customer data, and deliver program demos. This role requires 10+ years of experience in Customer Success or Client Services at a SaaS organization, experience in employee benefits, and exceptional relationship management skills. You should be highly articulate, organized, and comfortable working in a fast-paced startup environment. Journey offers a remote-first work environment, unlimited PTO, comprehensive benefits, and various professional development opportunities.

Requirements

• 10+ 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
• Exceptional relationship management skills with the ability to build trust and credibility across all levels of a client organization–from day-to-day stakeholders to senior executives
• Proven ability to navigate complex client environments, manage multiple relationships, and serve as a strategic advisor and advocate for client needs
• Strong experience in developing and executing creative engagement strategies tailored to each client’s unique goals, culture, and audience
• Ability to analyze engagement trends, identify opportunities, and collaborate with internal teams to drive continuous improvement in client engagement and satisfaction
• Independent and motivated, with the wisdom to seek help where needed
• Highly articulate, with the ability to communicate effectively both when speaking and writing
• Highly organized, with the ability to juggle multiple projects in a fast-paced environment
• Comfortable collaborating with different teams (product, sales, marketing, etc.)

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
• Finding comfort in working in a fast-paced startup environment
• Leading by example through perseverance, humility, and initiative
• Believing no task is too small and no task is too tall

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
• Compensation. The range for this role is $110,000/year to $150,000/year, which includes base and bonus potential. Exact compensation may vary based on skills, experience, and location. Additional compensation includes equity