Senior Customer Success Manager

It is undeniable that there is a mental health crisis in America. Despite the prevalent commentary about improving access to care, even if 100% of people who needed access had it, only 10% would get better and stay better. We're on a mission to change this by arming mental health clinicians with great software to help them deliver the right treatments to the right patient at the right time.

We've been working on this mission since 2019 and now have thousands of clinicians (and hundreds of thousands of their patients) on the journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse as the hundreds millions of people who need better mental healthcare worldwide.

Clinicians are at the heart of what we do. Listen to a few of our clinicians talk about how Blueprint offers them a better way to deliver better care. https://www.youtube.com/watch?v=6vfCQ_DdsLo&t=2s

About this role

A great Senior CSM at Blueprint…

• Can make everyone in the room feel heard while moving things along
• Genuinely cares about helping customers thrive
• Gets excitement from simplifying complex projects into manageable steps
• Is a people-person with technical know-how
• Wants to make a different in mental healthcare

As a Senior CSM at Blueprint, you’ll play a key role in managing our large customers (100+ clinicians) from the time they sign a contract with Blueprint through their recurring annual contract renewals. You’ll be the primary point of contact throughout the customers’ journey with Blueprint and will be responsible for ensuring the timely completion of critical milestones in our implementation and ongoing customer engagement model.

More specifically, here’s what you’ll do…

• Host quarterly partnership reviews where you’ll be able to show a strong demonstration of value while highlighting areas for growth and improvement within a customer partnership
• Showcase strong internal communication and pulling in key Blueprint personnel at relevant times during a customer’s implementation journey
• Host post-sales kick-off calls where you will form strong relationships with key stakeholders, establish milestones and timelines, and define success criteria.
• Play the role of project manager for the technology-related aspects of customer implementations (e.g., management of EHR integrations, including setting timelines, holding others accountable, and maintaining communication across Blueprint, our customers, and third-party vendors)
• Manage contract renewals and respond to renewal risks proactively in order to maintain a best-in-class contract renewal percentage.
• Identify revenue expansion opportunities and work collaboratively with account executives to explore and execute on these opportunities

Skills we look for…

• Welcoming to new areas of expertise potentially outside your comfort zone or traditional scope of work
• Exceptionally strong project management experience that has involved multiple stakeholders
• Comfort communicating to technical (e.g., engineering) and non-technical (e.g., operations) stakeholders
• The ability to thrive in both the relational and technical aspects of customer success manager duties
• Loves to develop, refine, and execute customer engagement playbooks but is also able to go off-script and be flexible when called for
• Passion for advancing the field of mental healthcare

Qualities we look for…

• Curious. You're able to dive deep into a customer’s specific successes, needs, and pains through effective questioning and listening.
• You have a strong work ethic. You will proactively pursue our company's mission with high energy and daily activity, with a bias towards action.
• You’re a builder and a problem solver: You like puzzles and enjoy the process of experimentation.
• Accountable. You act like an owner, and proactively take responsibility for your own success and how your role impacts overall company success. You know on a day-to-day basis what you need to do to achieve success in your role.
• Intelligent. You learn quickly and are able to distill down complex concepts in a way that's easy for others to understand.
• You have a strong drive to win. You have exceptional personal ambition, paired with a collaborative attitude and drive to see the company win.
• Emotionally intelligent. You are aware of, in-control of, and able to clearly express your emotions, and you handle interpersonal relationships judiciously and empathetically.
• Coachable. You're eager and able to quickly absorb and apply feedback.
• You have strong communication skills. You communicate clearly in both written and verbal communication, with language that is direct and concise..

Benefits

• Breakfast on Blueprint every other week during Breakfast club (via door dash) and weekly company lunch for people in-office
• Hybrid in Chicago or San Diego preferred, fully remote considered based on fit (plus on-sites 4x/year)
• Unlimited PTO (2 week minimum)
• Vision - BP covers 75% of the premium
• 401k
• Stock options
• Do your best work fund ($500 one-time for whatever you need to make your home office comfortable)
• Paid maternity/paternity leave
• Medical/Dental - Blueprint covers 75% of premium (dental and medical), HSA and PPO plans
• Competitive salary ($100k - $120k OTE)

All your information will be kept confidential according to EEO guidelines.