Director of Customer Success
Posted on 3/31/2023
INACTIVE
Voice biomarker software for mental health detection
Company Overview
Kintsugi stands out as a leader in the mental healthcare industry, leveraging their unique voice biomarker software to detect signs of depression and anxiety, a technology that has earned them recognition from Forbes as one of the Top 50 AI companies to watch in 2022. Their strategic partnership with the Pega platform enables healthcare providers and payers to address mental health concerns in real-time during calls, potentially impacting millions of Americans. Kintsugi's commitment to bridging the gap in mental healthcare access, coupled with their advanced technology, positions them as a company that is not only addressing a critical societal issue but also shaping the future of mental healthcare.
Social Impact
AI & Machine Learning
Company Stage
Series A
Total Funding
$33.5M
Founded
2019
Headquarters
Berkeley, California
Growth & Insights
Headcount
6 month growth
↓ -3%1 year growth
↑ 23%2 year growth
↑ 10%Locations
Oakland, CA, USA • Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired 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