NexHealth is looking for a Sr. Manager willing to live in the details within the team but looking to grow quickly into a manager of managers. An Operational manager who can hire, train, and retain an exceptional high volume team. Someone who has a strong data driven leadership with quantitative and analytical approach to planning and problem solving. A partner cross functionally to speed up hand off points and reduce team-to-team friction. Someone who builds processes where needed and scales judgment to handle ambiguity. Being able to manage comp plans, load balancing, prioritization, time off, and all other operating mechanisms to ensure team success.

What You’ll Do:

• Build, lead, and retain a world-class team.
• Scale a smart, empathetic and tight support organization rapidly delivering best in class support to our customers.
• Anticipate needs and structure of the organization as our company engages in our next phase of growth.
• Provide actionable and ongoing career development for Customer Success Reps.
• Be a resource and connection for the rest of the organization. (Product, Engineering, etc...)
• Drive operational practices to track performance of teams and individuals.
• Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.

What You’ll Bring:

• You are a missionary - You understand and align with NexHealth’s values.
• You’ve been in SaaS Customer Success (3+ years) and have grown and managed for at least 2 years.
• Proven experience building and leading teams, in a fast pace environment.
• Proven ability to develop strategies, translate them into initiatives and track successful delivery.
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning.
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
• Able to collaborate across the organization and with external stakeholders.
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction.
• Willing and able to address escalated client issues with speed and urgency.
•  Expert at support management with proven experience managing a team in charge of supporting a technically challenging product.
• You are able to think strategically while understanding of nature of short term urgencies.
• Data driven - you use data to manage your team and support your decision making.
• You’ve managed teams in live phone support environments and know how to measure, analyze and explain key performance metrics.
• Has Built and Managed a relevant team having hired their people, designed key operating cadences, and gotten team to perform 
• 3-5 years of customer success leadership experience in B2B SaaS
• 5-7 years experience in an Customer Success and Account Management role
• Top 50 School Preferred

NexHealth Values

• Solve the customer’s problems, not yoursWhen making decisions, think from the perspective of the customer. It’s easy to make decisions that make our lives simpler, but not the customers.
• Do the things others are not willing to doAs a Nexer, always go after the hardest problems. Pursue things at the highest quality. Move at the fastest pace. 
• Take ownershipAct like a founder. Own your roles, destinies, mistakes, behavior, and our mission. The buck stops with each of us - no blaming or excuses.
• Say what’s on your mind, with positive intentBe direct, proactive, transparent, and frequent in your communication. 
• Default trustAs a Nexer, you do not have to earn trust, trust is given to you by default. If we by default trust each other, our speed of communication, feedback, information sharing, and overall improvements will be a lot faster.
• Think in first principlesWe first identify the problem and then break it down to its fundamentals before diving into solutions. We constantly ask “why” to validate our assumptions. 

Benefits

• Competitive salary plus equity
• Commuter benefits
• 401K
• Full Medical, Dental and Vision
• Unlimited PTO

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender expression, sexual orientation, age, marital status, veteran status or disability status. We will provide reasonable accommodation to individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at [email protected].