Director, Customer Success

About Trayt:

Trayt is a fast-growing, mission-driven, venture-backed healthcare technology startup located in Palo Alto, California. We have a disruptive data platform that is offering a new paradigm in diagnosing, treating, and caring for patients with brain and mental health disorders, including Autism, ADHD, depression, substance abuse, and eating disorders. Trayt’s end-to-end collaboration and data analytics platform unites the entire ecosystem of providers and caregivers around every patient. It is the only application to fully address the needs of statewide psychiatry access program with major customers such as the states of Texas and Vermont and powering programs such as Child Psychiatry Access Network (CPAN) and Texas Child Health Access Through Telemedicine (TCHATT).

Our world-class multi-disciplinary team has decades of experience in psychiatry, data analytics, and building successful companies. We pride ourselves on being a group of passionate people who love our product and love celebrating our achievements and milestones together. This is a unique and exciting opportunity to work with some of the most innovative minds in our industry and see our product change history.

At Trayt Health, we’re looking for a Director of Customer Success.

As the Director of Customer Success, you will play a pivotal role in shaping and executing our customer success strategy, ensuring the highest level of satisfaction, engagement, and retention for our clients, and driving upsell and expansion opportunities. This role will report to the CEO.

Key Responsibilities:

• Build strong relationships with key stakeholders within client organizations, understanding their business needs and challenges to drive value and success.
• Develop and implement a comprehensive customer success strategy that aligns with the company's goals and objectives.
• Strategize upsell and expansion opportunities and execute on driving business growth goals.
• Establish and track key performance indicators (KPIs) to measure and optimize customer satisfaction, retention rates, and upsell/cross-sell opportunities.
• Proactively identify and address customer issues, working closely with internal teams to resolve challenges and improve the customer experience.
• Deeply understand Taryt customers and users which include behavioral health providers, primary care providers, school counselors, program executives, patients, and caregivers.
• Able to translate customer needs into product and business opportunities and influence the product roadmap.
• Collaborate with Marketing, Product, and Support teams to enhance the overall customer journey, from onboarding to ongoing engagement.
• Analyze customer feedback and market trends to provide insights for product development and enhancement, contributing to the continuous improvement of our offerings.
• Drive customer advocacy initiatives, leveraging success stories, testimonials, and referrals to showcase the positive impact of our solutions.
• Stay current with industry best practices and trends in customer success to drive innovation and maintain a competitive edge.
• Over time, hire, lead, mentor, and manage a team of Customer Success Managers, providing guidance, training, and support to ensure their success and growth.

Requirements

• Bachelor's or Master's degree in Business, Marketing, Psychology or a related field.
• 5+ years of experience in customer success, account management, or a related role, with a minimum of 3 years in a leadership or management capacity.
• Proven track record of driving customer success, retention, and revenue growth within a B2B environment.
• Understand the healthcare system and have experience working and supporting clinical providers as clients.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with internal teams and external clients.
• Customer-focused mindset, with a deep understanding of customer needs and the ability to develop tailored solutions.
• Proficiency in CRM software (e.g., HubSpot) and other customer success tools.
• Strategic thinker with the ability to develop and execute long-term plans while also handling day-to-day operational tasks.
• Strong analytical mindset, with the ability to leverage data and metrics to make informed decisions and drive strategic initiatives.
• Exceptional leadership and team management skills, with the ability to inspire and motivate a high-performing team.
• Strong in implementing new processes that improve how things get done.
• Goal-oriented and result-driven.
• Go above and beyond to navigate challenging macro & micro situations to hit business goals.
• Adept at problem-solving, negotiation, and conf