Customer Success Strategy & Operations Manager, Modern Health
$113.5-148.1k
More information about location
Mental well-being platform
Open for applications
Mental well-being platform
501-1000 employees
Open for applications
$113.5-148.1k
More information about location
501-1000 employees
Company mission
Modern Health's mission is to give as many people as possible the tools they need for resilience and mental wellness.
Role
Who you are
- 3+ years in management consulting, Customer Success or Business Operations
- Knowledge and experience with typical CS SaaS tech stack such as SFDC, Gainsight, Marketo, Looker, and Gong with specific expertise in Salesforce and Gainsight
- Experience using and developing reports, metrics and dashboards with Salesforce, Looker or other relevant business intelligence tools
- Deep interest in analyzing data and the ability to see beyond the numbers to drive sound decision-making
- Experience designing and executing complex data analyses to deliver insights on business performance
- Strong project management skills and ability to mobilize cross-functional teams towards common goals
- Experience working in high-growth, performance focused environments
- Able to move seamlessly from big picture thinking to operational tactics
- Experience working in Enterprise SaaS businesses
What the job involves
- The Customer Success Strategy & Operations Manage is a highly visible role across Modern Health’s go to market teams
- You will play a key role in driving the effectiveness and efficiency of our Customer Success (CS) team including development of strategy & processes and proactively managing the performance of the post-sales business
- The role acts as an advisor to the CS leadership team and is responsible for driving performance, forecasting, retention and other high impact activities
- Develop deep understanding of the metrics that drive Customer Success and manage Client Success data with the goal of driving insights to actions
- Ensure data quality across various systems of record and flag areas of continuous improvement
- Monitor dashboards daily and communicate actionable insights to CS leaders to guide short- and long-term execution of goals
- Provide project/program management and manage day-to-day CS operations tasks (e.g., reporting and analysis)
- Fully document existing and new/improved processes in a centralized location
- Collaborate with cross-functional teams (sales, marketing, product, operations, compliance, etc.) to implement Client experience process improvements
- Directly contribute to the CS business strategy by designing and implementing new or improved technical processes and workflows within the CS technology stack
- Design and implement digital success programs and journey orchestration within Gainsight for the tech-touch Client segment
- Manage our systems and tools as well as the implementation of new solutions, including requirement gathering, design, testing, training, successful roll out and continuous improvements within the CS technology stack
- In this position, you will report to the Senior Manager, CS Strategy and Operations
- Make recommendations to improve effectiveness and efficiencies or our tools through development and adoption of best practices and standardized procedures
Our take
People find work stressful and not everyone can easily access or afford care. It is estimated job burnout costs America around $200 billion in health spending a year.
Modern Health is a mental wellness platform that is attempting to de-stigmatize mental health care by making it available to everyone. Modern Health helps companies with a holistic mental wellbeing solution that can address their employee's individual needs and engage an entire workforce.
The global mental health market is predicted to grow 3.5% annually and be valued at over $500 million by 2030. Modern Health grew 20x between 2018 and 2019 and it continues to assert itself as a market leader within the space through partnerships with the likes of high-profile celebrities such as tennis player Naomi Osaka. The platform has over 75,000 users and more than 220 corporate clients including the likes of Twitter, Peloton, and Pixar, indicating a growing awareness of mental health's importance within the workplace.
Freddie
Company Specialist at Welcome to the Jungle
Insights
104% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2021
$74m
SERIES D
Dec 2020
$51m
SERIES C
Total funding: $167.4m
Company benefits
- Work from home stipend
- 16 weeks of parental leave
- Flexible paid time off
- 401k matching
- Work from home opportunities
- Health insurance
Company HQ
Financial District, San Francisco, CA
Leadership
Alyson Watson
(CEO)Alyson worked at PwC as a Senior Associate for over 2 years, before serving in Operations for Keas and Collective Health. She then used this healthcare experience to found Modern Health, where she has worked as CEO since.
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