Senior Customer Success Manager

About Journey

Journey is the leading proactive mental health solution for modern companies. Our mission is to help all people live happier, healthier, less stressed lives. We are a rapidly growing tech startup, and we work with care and intention to create a high-performance company with the following in mind:

• Speed Wins. Make decisions, move quickly, and know that if things go wrong, it’s okay for you and the company.
• Intuition, Then Data. We’re a data-driven company. We start with our instincts and then use data to validate our decisions and improve.
• Miles, Not Inches. Thinking small is a self-fulfilling prophecy. Favor bold ideas over incremental changes.
• Customer-Obsession. We are obsessed with helping all people to live happier, healthier lives. We accomplish this by knowing our customers incredibly well and finding ways to make their lives better.
• Truth Through Safety & Courage. A safe space allows all of us to feel secure and welcome, which creates the environment needed to act courageously, speak our truth, and see different perspectives. Doing so leads to the best decisions and the most successful company.
• Ownership & Accountability, Together. We embody a culture of extreme ownership, accountability, and teamwork. We count on every team member to take responsibility for their work, embrace a proactive mindset to overcome challenges, and work together to achieve our collective success.

We’re Looking For

A self-starter who is passionate about enhancing the customer experience; you take pride in demonstrating the value of the products and services to your customers. You think outside of the box, excel at creative problem-solving, and are comfortable taking on projects that you have potentially never done before! You are a people-person - empathetic, self-aware, low ego, and extremely positive - and are comfortable working in a small collaborative team where you’ll wear many hats. You are passionate and proficient in written and spoken communications and understand how mental well-being is integral to company growth, customer retention, and community development.

In this job, you will:

• Build strong relationships with Journey’s customers and own the full customer lifecycle, including onboarding, value realization, engagement strategies, expansion, and renewals.
• Partner with customer stakeholders to develop custom engagement initiatives that drive user adoption and support the unique needs of their employees
• Collaborate with internal marketing on customer-facing collateral development, including communications, that support engagement initiatives
• Manage all current customer data in our CRM and internal systems
• Analyze customer engagement metrics and use them to communicate value, trends, and opportunities with key stakeholders
• Deliver program demos, provide insightful technical answers, and recommend creative ways to get the most out of Journey’s platform
• Finding comfort in working in a fast-paced startup environment
• Leading by example through perseverance, humility, and initiative
• Believing no task is too small and no task is too tall