Responsibilities include, but are not limited to:

• End-to-end ownership of Customer Success function including new customer handoff with the Sales team, account management, and renewal/expansion conversations
• Establish, and consistently evolve, an inclusive environment for all team members in alignment with BetterYou’s mission, vision, and values
• Actively develop, maintain, and contribute to meeting/exceeding SLAs and KPIs in support of business objectives by creating and managing efficient operational processes and systems
• Identify customer needs and suggest appropriate collaboration with Customer Success Managers, Product, Sales, Development, and Leadership to ensure customer-facing outcomes are aligned with business objectives
• Own customer and member support; respond to member and customer support tickets and manage the BetterYou Help Center
• Be active in daily operations in order to actively contribute to maintaining accurate process documentation, Help Center content, and other business-continuity materials as needed
• Partner with People Operations to hire and build out the Customer Success team
• Provide coaching/mentoring to Customer Success team members as part of their professional development
• Collaborate cross-functionally as a member of the Leadership team; attend weekly LT meetings and present Customer Success updates at a quarterly board meeting

Key Competencies, Skills, or Abilities:

• Highly motivated, self-starter with the ability to work without close supervision
• Excellent communication, listening, and negotiation skills
• Good time management/organizational skills
• Ability to deliver engaging presentations
• Ownership thinking; experience with budgets, operational cost-controls, and financial rigor
• Exhibit a growth mindset; evolving skills and gain new knowledge to support the scalability and sustainability of the business
• Metrics discovery and management; KPIs, SLAs, etc.
• Process improvement/change management

Experience – Required:

• 7-10 years of customer service/success leadership experience
• Service Design/Human Centered Design experience
• Experience with various tech-stack and operational systems and platforms (e.g. CRM, Databases, LMS, Ticketing Platforms, Project Management, Budgeting, etc.)
• Familiarity with Android a/o iOS mobile devices + apps
• Familiarity with basic database architecture + data analysis experience
• Data visualization experience
• Experience interviewing, hiring, onboarding, and coaching team members
• Experience training; broad-spectrum experience with Adult Learning Styles (ALS) and Technology Learning Management Systems (LMS)
• Professional growth & development planning, facilitation/support experience

Experience – Preferred:

• Experience working in the health and wellness industry
• Experience working at an agile startup