As our first Manager of Provider Success, you will play a critical role in scaling Headway's customer success team. You will lead a team of representatives focused on the growth and retention of Headway's most valuable provider segments. You will provide guidance, mentorship, and support to help increase the number of appointments that our providers have on Headway. You will be responsible for developing and implementing strategies to optimize provider satisfaction, retention, and overall success metrics. Reporting into our Head of Provider Success, this role requires a strategic thinker with excellent leadership skills and a passion for developing new upsell and retention sales motions. 

Who is eligible for this role? 

• Previously managed customer success teams at a high volume marketplace 

What are the responsibilities of a CS Manager 

• Lead, mentor, and develop a team of provider success, fostering a culture of excellence, accountability, and continuous improvement.
• Develop and implement customer success strategies to enhance customer satisfaction, retention, and lifetime value.
• Establish and track key performance metrics and goals for the customer success team, regularly assessing performance and making data-driven decisions to drive improvements.
• Collaborate cross-functionally with product, marketing, sales, and operations teams to identify opportunities for enhancing the customer experience and increasing net revenue. 
• Serve as an escalation point for complex customer issues, providing prompt and effective resolution while maintaining a focus on customer satisfaction.
• Develop and deliver training programs to ensure that the customer success team is equipped with the knowledge and skills needed to deliver exceptional service.

Qualifications

• Proven experience in a customer success management role, preferably within a high-volume marketplace. 
• Strong leadership skills with demonstrated experience in leading and developing high-performing teams.
• Excellent communication, interpersonal, and problem-solving skills, with the ability to effectively interact with customers and cross-functional teams.
• Strategic thinker with a data-driven approach to decision-making and problem-solving.
• Experience developing and implementing customer success strategies and initiatives, with a track record of driving measurable results.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

What tools are used on the PRR team? 

• Tech stack used on PRR team:
• Salesforce
• Churnzero
• Northpass LMS
• Sprout 
• Gmail & G Suite 
• Zoom 
• Calendly 
• Atlas 
• Gong 

How is success defined in this role? 

• 50% team quota
• 30% objective achievement
• 20% team monthly achievement

Compensation and Benefits:

• Salary information is based on a single salary target per role and is differentiated based on geographic location (Group A, B, or C)
  • Group A: $150,000
  • Group B: $135,000
  • Group C: $120,000
  • Examples of cities located in each Compensation Grouping:
    • Group A = NYC, SF/Bay Area, LA Area, Seattle, Boston, Austin, and San Diego
    • Group B = Chicago, Miami, Denver, Washington DC, Philadelphia, Atlanta, Minneapolis, Nashville, Sacramento, Phoenix, and Portland
    • Group C = All remaining cities
  • Other compensation includes: discretionary bonuses and/or commission

• 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