Customer Success Manager, Group Practices

About the Team & Role:

We are seeking a dynamic and customer-focused Customer Success Manager to join our team. In this role, you will facilitate relationships with group practices, fostering effective relationships with existing customers, promoting product adoption, and identifying opportunities for revenue growth. You will act as a trusted advisor, ensuring that our clients are maximizing the value they receive from Headway while contributing to the success of their practices.

You will: 

• Track key practice health metrics such as usage and engagement, identifying at-risk groups and creating action plans to improve engagement. Utilize your expertise in timing and audience targeting to make meaningful outreach to the right groups
• Develop strong customer relationships, acting as their advocate and trusted advisor within Headway. Share customer feedback with internal teams (Customer Care, Product, Engineering, Sales) to improve the overall practice experience and influence product development.
• Promote effective product usage by sharing best practices and insights. Help group practices achieve their goals and maximize the value of Headway through tailored recommendations and support.
• Collaborate with clients to create customized action plans that align with their objectives. Track progress, adjust strategies as needed, and ensure mutual goals are met in a timely manner.
• Identify opportunities for account expansion by understanding customer needs and recommending solutions that support their business growth. Contribute to strategies that drive additional revenue for both the client and Headway.
• Conduct regular meetings, including Quarterly Business Reviews (QBRs), to discuss practice progress, address concerns, and review upcoming goals to ensure customer success and satisfaction.

You will love this role if: 

• You have 5+ years of experience in customer success and/or sales, ideally within the venture-backed health/tech space 
• You’re an excellent communicator and presenter, who can build effective relationships with customers and cross-functional teams 
• You understand customer health metrics and how to utilize data to drive engagement
• You effectively share insights with customers to drive product value 
• You have experience goal setting and success planning with customers
• You bring a proactive, results-oriented mindset with a focus on achieving customer outcomes.

Compensation and Benefits:

The expected base pay range for this position is $112,000 - $132,000, based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for performance-based variable compensation and an equity grant, depending on the position and level.

We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.

Benefits offered include:

• Equity Compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave for eligible employees
• Carrot Fertility annual reimbursement and membership
• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development