Customer Success Manager Jobs

Link to Apply: https://www.paycomonline.net/v4/ats/web.php/jobs/ViewJobDetails?job=71566&clientkey=CA518AACD06747D958404929D26FA686

**Please apply via the link above and not via this post. Thanks!

Customer Success Manager | Full Time, Remote in or near Joaquin or Stanislaus County, CA

About Us!

Kooth is a fast-growing organization with a social purpose. After 20 years of successful services in the UK, we are rapidly expanding in the United States!

OUR MISSION:To provide welcoming and effective digital mental health support to students proactively.

Using the collective insight from nearly 1 million hours of professional intervention, we guide students to three areas of evidenced-based support: self-guided, community/peer interactions, and chat-based counseling provided by licensed Counselors. These areas of assistance are designed to match each individual student’s current needs, wants and goals as well as identify and refer to higher level of care when needed.

A role with Kooth is an exciting opportunity to join the pioneers of digital mental health and wellbeing. Through online counseling you will be helping to provide youth and students with access to immediate and often crucial support. Kooth uses technology to remove any barriers that could prevent students from accessing the help that they need.

While students have 24/7 access to Kooth’s digital programs, messages and content can be created at any time. This role will be a full-time position focused on providing moderation services to users who are working through the platform.

You will be at the heart of what Kooth is doing. You will be:

Relationship Management:

• Understand customers' goals, needs, and challenges.
• Proactively engage with customers to ensure their satisfaction and success.
• Build and maintain strong relationships with customers, acting as their main point of contact.
• Build strong relationships with youth and young adults, parents or guardians, and other key stakeholders, fostering trust and rapport.
• Monitor user engagement and intervene proactively when necessary to encourage registrations and ongoing engagement.
• Conduct regular check-ins to assess customer health and address any issues or concerns.

Onboarding & Engagement Strategy:

• Drive customer adoption of Kooth’s services.
• Provide guidance and best practices to help customers achieve their desired outcomes, including by offering professional development for adult audiences and info sessions for youth and young adult audiences.
• Attend in-person events, partnership meetings, and conferences to promote Kooth services.
• Guide customers and users through the onboarding process, ensuring a smooth and positive experience.
• Monitor customer usage and identify opportunities for increased engagement.
• Conduct info sessions to familiarize various stakeholders with the platform’s functionalities.

Data Analysis & Reporting:

• Use data to drive decision making and strategy and creation of engagement plans for account.
• Collect & analyze customer usage data, behavioral patterns, satisfaction, and user feedback to identify trends, insights, and opportunities for enhancing the user experience.
• Present data to customers and provide targeted recommendations to help them achieve their goals.

Customer Feedback & Advocacy

• Serve as the customer advocate within the organization, representing customers' interests and needs.
• Collaborate withproduct, service delivery, and marketing teams to relay user feedback, suggest improvements, and advocate for features that align with users' needs and preferences.
• Share customer insights and feedback with internal teams to drive product improvements.

Qualifications

Experience Requirements:

• Understanding of mental health challenges faced by youth and young adults and familiarity with evidence-based strategies for promoting mental well-being.
• Ability to build strong relationships and work collaboratively with diverse stakeholders.
• Strong organizational skills with the ability to manage multiple priorities and deliver exceptional customer service.
• Local travel required up to 50%.
• 2-3 years of experience in customer success, customer support, or a related role, preferably in the mental health or education sector.
• Familiarity with digital health technologies and mobile apps is a plus.
• Proficiency in data analysis, with the ability to derive insights from user behavior and usage data.
• Position is work from home, butmustbe located ineither San Joaquin or Stanislaus County, CA
• Empathetic and patient demeanor with exceptional interpersonal and communication skills.
• Knowledge of relevant regulations and laws regarding the privacy and protection of student information.

Education Requirements:

• Bachelor's degree in psychology, counseling, education social work, or a related field

Here are some of the exciting benefits you will receive as a team member at Kooth:

• 8 Paid Holidays Plus Two, ½ day Holidays (Christmas Eve and New Year’s Eve)
• Prescription Drug Coverage
• Excellent Medical, Dental and Vision Benefits
• 401(K) Retirement Plan
• Generous Paid Time Off

Kooth provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law.