Senior Customer Success Manager

About Us:

ReviveHealth is a U.S. based, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re a part of a high-performance team that has reinvented the health care experience and is driving the adoption of next generation virtual care our mission is to provide individuals with personalized direct access to behavioral health and emotional support. Our vision is to deliver a service model that responds to an individual’s circumstances, capabilities, and preferences. Our model emphasizes relationships and meaningful interactions focused on motivation, engagement, empowerment, conviction, and resilience.

This remote position is ideal for a data-driven professional based in the Lititz, PA area. 

Key duties include:

The Senior Customer Success Manager is responsible for managing a portfolio of BHS customer workplace mental health programs to ensure successful execution of program and service deliverables. They are responsible for building and promoting positive relationships with their customers in order to ensure three outcomes: excellent service delivery, revenue growth, and program retention. The Senior Customer Success Manager implements, promotes and manages BHS’s contracts for student, employer or membership organizations’ mental wellbeing programs. The Senior Customer Success Manager supports both government and private sector workplaces, membership organizations and education systems to improve organizational efficiency through sound mental health interventions focused on a human-to-human approach. 

Duties

• Build and maintain strong, long-term relationships with existing key customers by understanding their needs, objectives and challenges.
• Focus on revenue growth for assigned book of business. Identify and close opportunities to upsell and cross-sell additional products/services to existing customers, thereby increasing revenue and client satisfaction.
• Develop and implement strategies to increase client retention rates.
• Oversee program delivery and all service promises for customers
• Serve as subject matter expert and consulting with customers (internal and external) as needed on topics such as; (crisis, organizational risk, program strategy, formal referral process, supervisory trainings, workplace policies, OD projects).
• Oversee implementation process to ensure that it is set up in accordance with contract and program strategy.
• Conduct in-person supervisory training and/or orientations as requested.
• Evaluate program results and data trends to create presentations and recommend solutions to your customers.
• Manage a book of business assigned to you by the Manager or VP of Customer Success.
• Assist with follow-up on any customer complaints.
• Educate customers on contract scope of service.
• Educate customers on workplace and national mental health trends.
• Develop goals and strategic action plans for your book of business and on a customer basis.
• Develop communication and marketing plans both with and for your customers and collaborate with the BHS Marketing Team and subject matter experts on customer relevant content.

• Bachelor’s degree in Business Administration, Marketing, or related field required.
• Master's degree preferred
• Minimum of five (5)-eight (8) years’ professional experience working in a customer service, consultative or account management
• experience; in a Mental Health or Healthcare industry
• Proficient/experience with Microsoft Office Suite such as Microsoft Dynamics, Outlook, Excel, SharePoint, PowerPoint, Word,
• OneNote, and Project
• Experience with basic business statistics and mental health management
• Knowledge and experience working with applicable legislation, standards, policies, and procedures within Wellness, EAP, and
• behavioral health care fields