Manager, Strategic Customer Success
ServiceTitan
Senior Customer Success Manager
RethinkFirst
full-time
Posted on:
Location: Alabama, Arizona • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Build and maintain relationships with key HR decision makers and business leaders to align goals and drive trust
- Recommend and implement communication strategies to increase member engagement and utilization of RethinkCare tools
- Monitor and analyze customer/member utilization trends and create action plans
- Respond to complex inquiries, resolve non-routine problems, and ensure client satisfaction
- Coordinate with product, operations, consulting BCBA, and third-party vendors to resolve client issues
- Lead standard client processes including monthly meetings, quarterly/annual strategy sessions, and contract renewals
- Serve as a strategic partner to drive utilization, retention, and communicate client status to leadership
- Maintain industry and mental wellbeing market knowledge to understand customer business strategy and threats
Requirements
- Bachelor’s degree or equivalent experience required
- Minimum of 8 years of experience interfacing directly with clients, including HR departments, brokers, consultants, third party vendors, and c-suite individuals
- Ability to prioritize workload capacity and function independently with limited supervision and as a team member within the Client Success Team
- Ability to manage complex situations to appropriate resolution
- Strong customer service and communication skills
- Knowledge of Microsoft Office Suite, Salesforce, Gainsight and other client support systems is preferred
- Ability to analyze and process data and present it back to clients, showing impact of the program
