Director of Customer Success
Location: Remote
Position Overview
The Director of Customer Success, reporting to Mirah’s VP of Clinical Operations, will take ownership of the lifecycle of all aspects of the customer experience. The Customer Success team acts as the primary point of contact for customer organizations, serving various roles through the customer lifecycle and ensuring a seamless customer experience. the Director of Customer Success will provide direct customer support and provide leadership with regards to CS functions across the organization.
The Director of CS may supervise Customer Success Managers or other Operations team members, as assigned. The Director of Customer Success will collaborate with internal and external stakeholders and leverage best practices for Customer Experience and Operations to enable Mirah’s growth and scale. In particular, the Director of Customer Success will define and optimize the customer journey and work cross-functionally within Mirah to ensure organizational alignment around customer experience and organic growth.
Main Responsibilities
Oversee all aspects of customer engagement and experience across the engagement lifecycle
Establish and maintain strong customer relationships
Own customer on-boarding process for Providers
Project manage new customer implementations or other identified projects
Understand our customers’ objectives and become a trusted right-hand advisor
Define and optimize customer journey and experience
Build standard materials for customer on-boarding, support, and account management
Build and execute account management strategy to ensure high renewal rate and promote organic growth of existing accounts
Track relevant performance metrics, including project timelines, uptake rates and account revenue and drive team toward achieving targets
Build cross-functional alignment and process to drive customer experience improvements
Build cross-functional alignment and process to drive customer experience improvements
Manage escalations methodically, and work cross-functionally to ensure continuous improvement and lessen future escalations where possible
Collaborate with clinical experts across the Mirah organization
Coordination with sales to ensure smooth transition for customers
Contribute to the development and implementation of evidence-based standardized approaches for on-boarding new customers
Develop a culture of operational excellence through rigorous capturing of lessons learned and root cause analysis
Other duties, as required, including adhering to policies for information security, confidentiality, and privacy.
Qualifications
2+ years prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention
3-5 years of management experience and staff supervision
Demonstrated expertise in developing and leading highly functional teams
Excellent interpersonal and communication skills
Excellent verbal and written communication skills
Strong supervisory and leadership skills
Up to 10% of domestic travel to customer locations, conferences, internal meetings, etc.
Bonus Points (but not required!)
If you have knowledge of healthcare IT, behavioral health, or collaborative care
If you have experience at a fast-paced startup or growth company
If you have experience managing internal and external resources
Live in or near Boston (because it's easier to meet in person)
What We Offer
100% remote work environment from anywhere in the US
Competitive pay and benefits that don’t change based on location
Unlimited PTO
Opportunity to make a significant impact in a growing company
Professional development opportunities
Chance to contribute to improving behavioral health outcomes
Opportunity to take something, make it your own, and be in charge of your own success