Switchboard - National LGBTQ+ Support Line

Customer Success Manager

• Build Provider Success Foundation - establish clear onboarding processes that drive faster time-to-value for new providers and implement systematic provider health monitoring to reduce reactive support issues.
• Scale Operations - architect AI-powered, self-service onboarding modules for rapid provider activation and design the complete provider journey to ensure consistent 5-star experiences across both provider types.
• Drive Strategic Growth - serve as executive-level contact for key practices, offering actionable business and clinical insights while building analytics and feedback loops to identify growth opportunities for each practice.
• Lead Cross-Functional Initiatives - collaborate with product, engineering, and operations teams to establish KPIs, reporting systems, and expansion initiatives including feature adoption and long-term value maximization.

Head of Customer Success and Onboarding