About Modern Health

Modern Health is a mental well-being platform for employers. We are the only solution to cover the full spectrum of mental well-being needs through both evidence-based technology and professional support from a coach or therapist. Whether someone wants to proactively manage stress or treat depression, we guide people to the right care at the right time and help companies save money in engagement and healthcare costs. We are venture-backed and have raised from top VCs including Kleiner Perkins, Y combinator, Afore, and Precursor Ventures. We are building a world-class team to make a positive impact and improve the way people live. Are you mission driven and motivated to make a change? We'd love to hear from you.

The Role 

In this role, you'll be a key business partner to our VP of Sales, Head of Operations, the CEO, and the entire Modern Health commercial team. The Head of Client Success & Strategy is responsible for ensuring customer delight, leading to a satisfied and highly referenceable customer base that renews year over year. This individual will have proven success leading a Client Success team that serves Fortune 500 clients in a fast-paced, highly cross functional environment. 

The Head of Client Success & Strategy will report to the CEO and be responsible for hiring, training, and motivating a team of Client Success Managers. The ideal candidate will have a background in large-scale client relationship management or account management, with demonstrated success in partnering with clients to achieve their goals. As the Head of Client Success, you’ll support your team of Client Success Managers in managing direct relationships with senior HR executives and business leaders, driving engagement with the product/service, and owning renewals. This role is highly visible internally and externally. Above all, we are looking for someone motivated to help us positively impact the lives of millions.

What You'll Do

  • Team Management
    • Grow and manage a team of Client Success Managers
    • Manage all operational components of the organization including client management (in Salesforce), forecasting, team pipeline, and resource management
    • Work with account data in Looker and Salesforce to understand and diagnose client health and opportunity/risk
    • Responsible for overall client retention and ensuring clients and users get value out of the Modern Health platform
  • Client Success Strategy
    • Develop strategic, collaborative relationships with Modern Health customers at executive level
    • Manage and resolve escalations, including working directly with VP level and above customer contacts to build relationships and resolve issues as they arise
    • Identify and articulate customer business objectives in order to meet and exceed them
  • Commercial Operations and Reporting
    • Collaborate cross-functionally and work closely with leaders from internal teams on Product, Operations, Sales, Clinical Care to drive successful adoption of Modern Health and act as the voice of the customer
    • Develop an operating calendar, detailed account plans, and account strategy and mapping processes across our accounts
    • Develop quarterly business review to illustrate Modern Health’s value to the client

 What We Look For... 

  • 6-10 years of Client Success experience (in the HR space a plus)
  • Track record of consistently hitting customer renewal targets
  • Demonstrated experience managing and advising Fortune 500 accounts for both services and support
  • Experience managing a high-performance team, tracking results, and building KPI dashboards to report on team performance
  • Strong understanding of SaaS business model and a track record of managing successful renewals and key activity KPIs
  • High EQ, strong interpersonal and relationship-building skills, polished communications, and a proven track record of success with strategic account management
  • High attention to detail, engaging presentation skills, and the desire to lead strategic projects with high visibility
  • Flexible, agile, demonstrated initiative and independence, and a reliable team player with the ability to deliver quality projects on time
  • Ability to thrive in a rapidly changing environment, and successfully manage multiple projects with a sense of urgency
  • Intellectually curious and a fast learner
  • Excited to travel for work (20-30%)

Other Reasons Why You’ll Love Working at Modern Health…

  • You will work with a passionate team dedicated to making a positive impact 
  • You will directly impact the lives of millions 
  • Awesome office with snacks and catered lunch Mon-Thurs
  • Amazing health benefits for you and your family 
  • 401k through Vanguard
  • Unlimited career growth opportunity
  • Unlimited/Flexible PTO

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