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Full-Time

Director of Customer Success

Posted on 3/31/2023

Kintsugi

Kintsugi

11-50 employees

AI-based voice analysis for mental health

AI & Machine Learning
Social Impact

Senior

Oakland, CA, USA + 1 more

Required Skills
Agile
Sales
Communications
Management
Marketing
Data Analysis
Requirements
  • Bachelor's degree required; advanced degree in business or comparable highly preferred
  • 5-7 yrs direct Customer Success experience in B2B/Enterprise setting required; direct enterprise healthcare experience highly preferred
  • Experience building Customer Success within an early stage, high growth technology organization required
  • Superior client/customer relationship management skills
  • Strong project management skills, with the ability to manage multiple projects and priorities simultaneously. Has led multiple customer integrations and deployments from conceptualization through go-live and maintenance
  • Dynamic leader - able to process and synthesize information across domains and translate into plan of action
  • Strong communication skills - able to satisfy customer needs and influence customer executives
  • Startup mindset:
  • Flexible, adaptable, ability to wear multiple hats and take on challenges outside of defined role
  • Agile and able to make decisions with imperfect information
  • Willingness to take risks and learn from mistakes
  • Strong understanding of business operations
  • Collaborative spirit - energized working with and leading cross-functional teams; team player and able to empathize with customers and team members
  • Passion for mental health and healthcare
  • Demonstrated ability to thrive in a fast-paced, dynamic environment
Responsibilities
  • Build the overall vision and strategy for Customer Success focused on delivering against customer experience, revenue retention/renewal, and growth metrics
  • Launch and scale Customer Success with our healthcare payor and provider customers, using in-market learnings to iteratively refine the model
  • Develop market and/or customer specific strategies and plans based on best practices across pre-sales, services, and customer success management
  • Partner seamlessly with our Sales and Marketing team to develop and nurture customer relationships, resulting in smooth account transitions across the customer journey
  • Collaborate with Sales, Product, Regulatory, and Engineering to ensure that the voice of customer is built into customer delivery roadmaps
  • Lead complex customer facing engagements (pilots, commercializations, etc.) that include defining the scope of work and success criteria, translating the scope into a tactical execution plan, and leading cross-functional teams to deliver solution integration, deployment, data analytics, and reporting
  • Lead onboarding of new customers including training, documentation review, and support
  • Conduct regular strategic and operating business reviews with customers
  • Negotiate customer renewals, expansions, and upsells as defined by the business
  • Support other business operations needs as necessary

Kintsugi is a leader in the field of mental health technology, specializing in the use of artificial intelligence to analyze voice biomarkers for signs of depression and anxiety. By leveraging cutting-edge technology in voice analysis, this company is advancing access to mental healthcare, creating a supportive and impactful work environment. With a clear focus on improving patient outcomes, it is an excellent place for professionals passionate about technology and mental health innovation.

Company Stage

Series A

Total Funding

$33.5M

Headquarters

Berkeley, California

Founded

2019

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

10%
INACTIVE