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Customer Success Strategy & Operations Manager

Modern Health

Modern Health

Customer Service, Sales & Business Development, Operations
United States · Remote
Posted on Thursday, March 7, 2024

Modern Health

Modern Health is a mental health benefits platform for employers. We are the first global mental health solution to offer employees access to one-on-one, group, and self-serve digital resources for their emotional, professional, social, financial, and physical well-being needs—all within a single platform. Whether someone wants to proactively manage stress or treat depression, Modern Health guides people to the right care at the right time. We empower companies to help all their employees be the best version of themselves, and believe in meeting people wherever they are in their mental health journey.

We are a female-founded company backed by investors like Kleiner Perkins, Founders Fund, John Doerr, Y Combinator, and Battery Ventures. We partner with 500+ global companies like Lyft, Electronic Arts, Pixar, Clif Bar, Okta, and Udemy that are taking a proactive approach to mental health care for their employees. Modern Health has raised more than $170 million in less than two years with a valuation of $1.17 billion, making Modern Health the fastest entirely female-founded company in the U.S. to reach unicorn status.

We tripled our headcount in 2021 and as a hyper-growth company with a fully remote workforce, we prioritize our people-first culture (winning awards including Fortune's Best Workplaces in the Bay Area 2021). To protect our culture and help our team stay connected, we require overlapping hours for everyone. While many roles may function from anywhere in the world—see individual job listing for more—team members who live outside the Pacific time zone must be comfortable working early in the morning or late at night; all full-time employees must work at least six hours between 8 am and 5 pm Pacific time each workday.

We are looking for driven, creative, and passionate individuals to join in our mission. An inclusive and diverse culture are key components of mental well-being in the workplace, and that starts with how we build our own team. If you're excited about a role, we'd love to hear from you!

The Role

The Customer Success Strategy & Operations Manage is a highly visible role across Modern Health’s go to market teams. You will play a key role in driving the effectiveness and efficiency of our Customer Success (CS) team including development of strategy & processes and proactively managing the performance of the post-sales business. The role acts as an advisor to the CS leadership team and is responsible for driving performance, forecasting, retention and other high impact activities. This is a unique role where you will both shape leaderships’ thinking around business performance and create the operational frameworks to support Modern Health’s growth.

This position offers a candidate with experience in Consulting, CS/Revenue/Sales Operations, Business Operations, or Strategic Planning an exciting and high-profile opportunity to influence the trajectory of the business, interact with Modern Health’s most senior CS and executive business leaders, and become an impactful operator within Modern Health. In this position, you will report to the Senior Manager, CS Strategy and Operations.

This position is not eligible to be performed in Hawaii.

What You’ll Do

Data

  • 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

Process

  • 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

Technology

  • 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

Who You Are

  • 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

Benefits

Fundamentals:

  • Medical / Dental / Vision / Disability / Life Insurance
  • High Deductible Health Plan with Health Savings Account (HSA) option
  • Flexible Spending Account (FSA)
  • Access to coaches and therapists through Modern Health's platform
  • Generous Time Off
  • Company-wide Collective Pause Days

Family Support:

  • Parental Leave Policy
  • Family Forming Benefit through Carrot
  • Family Assistance Benefit through UrbanSitter

Professional Development:

  • Professional Development Stipend

Financial Wellness:

  • 401k
  • Financial Planning Benefit through Origin

But wait there’s more…!

  • Annual Wellness Stipend to use on items that promote your overall well being
  • New Hire Stipend to help cover work-from-home setup costs
  • ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more
  • Monthly Cell Phone Reimbursement

Equal Pay for Equal Work Act Information

Please refer to the ranges below to find the starting annual pay range for individuals applying to work remotely from the following locations for this role.


Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies, and experience and may fall outside of the range shown. Ranges are not necessarily indicative of the associated starting pay range in other locations. Full-time employees are also eligible for Modern Health's equity program and incredible benefits package. See our Careers page for more information.

Depending on the scope of the role, some ranges are indicative of On Target Earnings (OTE) and includes both base pay and commission at 100% achievement of established targets.

San Francisco Bay Area
$125,900$148,100 USD
All Other California Locations
$113,500$133,300 USD
Colorado
$101,000$118,500 USD
New York City
$125,900$148,100 USD
All Other New York Locations
$113,500$133,300 USD
Seattle
$113,500$133,300 USD
All Other Washington Locations
$113,500$133,300 USD

Below, we are asking you to complete identity information for the Equal Employment Opportunity Commission (EEOC). While we are required by law to ask these questions in the format provided by the EEOC, at Modern Health we know that gender is not binary, and we recognize that these categories do not reflect our employees' full range of identities.