Customer Success Team Lead

Customer Success Team Lead| Full-Time Remote based in California

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.

Define the customer success and engagement strategy in the region, have responsibility for execution of the strategy, monitoring effectiveness, and managing teams who build relationships with customers, users, local communities, organizations, and networks to promote awareness, integrate Kooth, and create sustained usage and engagement.

Candidates must reside within the state of California to be considered. No relocation provided.

If you are seeking a fun, professional culture, in a fast-growing company, look no further - Apply today!

Primary Job Responsibilities:

Account Management & Customer Success Strategy

• Responsible for defining a customer success and engagement strategy that leverages existing partners and supports in the region.
• Create processes and put tools in place to support teams’ execution of strategy.
• Monitor effectiveness of strategy and adapt based on data and market demands. Improve on strategies and ensure improvements are communicated and implemented consistently.

People Management & Leadership

• Embed customer success and engagement processes with their team. Set the standard by leading by example and holding teams accountable to a high standard and delivering their best work.
• Monitor regional customer sentiment, proactively working with teams to manage risk.
• Provide coaching, support, and expertise to help teams achieve their key performance targets.
• Work collaboratively with internal departments to foster a high-functioning, cross functional organization.
• Ability to manage and solve complex problems, deal with critical situations in an effective manner.

Branding & Engagement

• Work closely with the marketing to strategize campaigns, assess marketing material needs, and distribution of materials to teams. Engagement strategies crafted to maximize reach and impact of marketing collateral.
• Play a leading role in and support the execution of marketing and communication strategies to raise brand awareness to Kooth as the trusted, go-to behavioral health platform for youth in the state of California.
• Understand regional populations and partners to ensure their priorities and topics of interest are reflected in engagement and marketing opportunities and materials.

Stakeholder Management

• Attend in-person events, partnership meetings, and conferences to promote Kooth services.
• Raise awareness and promote Kooth services to key strategic customers/partners through use of various tools (presentations, marketing materials, social media, etc.).
• Develop a deep understanding of strategic customer/partner wants, needs, and ways of working and align engagement to suit.
• Identify and lead key strategic customers/partner relationships where needed, promoting outcomes and demonstrating alignment with customer/partner objectives.

Education and Experience Requirements:

• Bachelor's degree in Business Administration, Marketing, Education, Social Work or a related field
• 5+ years of Customer Success experience in education/higher education or community-based organizations
• 2+ years of experience managing and developing a team of Customer Success Managers

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

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

Compensation:$80,000-$100,000 based on experience

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.