Full-Time

Customer Success Strategy & Operations Manager

Posted on 5/14/2024

Modern Health

Modern Health

501-1,000 employees

Comprehensive mental health solutions for employees


Mid

Remote in USA

Required Skills
Sales
Management
Segment
Salesforce
Marketing
Business Strategy
Looker
Data Analysis
Requirements
  • 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
Responsibilities
  • 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
  • Make recommendations to improve effectiveness and efficiencies or our tools through development and adoption of best practices and standardized procedures

Modern Health offers a comprehensive mental health solution for global workforces, integrating one-on-one, group, and self-serve digital resources within a single platform. The platform is designed to provide culturally nuanced and clinically backed support, guiding individuals to personalized care experiences.

Company Stage

Series D

Total Funding

$188.8M

Headquarters

San Francisco, California

Founded

2017

Growth & Insights
Headcount

6 month growth

1%

1 year growth

3%

2 year growth

18%

Benefits

Health and Wellness - Our benefits are designed to keep you safe and healthy. We’ve got you 100% covered for health, dental and vision insurance.

Professional Development - Make a meaningful difference at a rapidly growing start-up. We also offer every employee an annual professional development stipend, LinkedIn Learning subscription, and WFH stipend.

Family Matters - We celebrate all paths to parenthood by offering the fertility benefit Carrot, 16 weeks parental leave, and a child care stipend. We also offer access to Outschool which provides over 100,000 (and counting!) live, online activities for learners ages 3-18.

Giving Back - We encourage team members to donate their skills and time in their communities, and we match donations to causes several times a year.

Flexible Paid Time Off - Time off is important for rejuvenation and bringing your full self to work. No matter what life throws your way, we want you to have space to do so - guilt free.

Long-Term Planning - All full-time employees are eligible to contribute to a 401(k) plan. We are also proud to offer financial advising services through Origin.