Manager, Client Success (Mid Market and SMB)

Modern Health 

Modern Health is a mental health benefits platform for employers. We are the first global mental health solution to offer employees access to one-on-one, group, and self-serve digital resources for their emotional, professional, social, financial, and physical well-being needs—all within a single platform. Whether someone wants to proactively manage stress or treat depression, Modern Health guides people to the right care at the right time. We empower companies to help all their employees be the best version of themselves, and believe in meeting people wherever they are in their mental health journey.

We are a female-founded company backed by investors like Kleiner Perkins, Founders Fund, John Doerr, Y Combinator, and Battery Ventures. We partner with 330+ global companies like Lyft, Electronic Arts, Pixar, Clif Bar, Okta, and Udemy that are taking a proactive approach to mental health care for their employees. Modern Health has raised more than $170 million in less than two years with a valuation of $1.17 billion, making Modern Health the fastest entirely female-founded company in the U.S. to reach unicorn status. 

We tripled our headcount in 2021 and as a hyper-growth company with a fully remote workforce, we prioritize our people-first culture (winning awards including Fortune's Best Workplaces in the Bay Area 2021). To protect our culture and help our team stay connected, we require overlapping hours for everyone. While many roles may function from anywhere in the world—see individual job listing for more—team members who live outside the Pacific time zone must be comfortable working early in the morning or late at night; all full-time employees must work at least six hours between 8 am and 5 pm Pacific time each workday. 

We are looking for driven, creative, and passionate individuals to join in our mission. An inclusive and diverse culture are key components of mental well-being in the workplace, and that starts with how we build our own team. If you're excited about a role, we'd love to hear from you!

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
• Exp