Customer Success Enablement Manager

Hazel Health is the nation's largest virtual provider of school-based healthcare services, and has been recognized by Fast Company as “one of the world’s most innovative places to work” in 2023. 

By partnering with districts and health plans across the country, Hazel transforms schools into the most accessible front door to physical and mental healthcare. Today, Hazel's diverse team of licensed providers deliver therapy and medical services virtually (in school or at home) to over four million K-12 students — regardless of their insurance status or ability to pay. Hazel aims to remove all barriers to the mental and physical health care that children need to thrive: in school, at home, and in life.

Helping students and their families feel better takes a team of smart, dedicated people. As an integral member of the Hazel team, you will

• Make an Impact: Work with a team that is increasing equitable access to quality health care experiences for students and their families.
• Enable Scale: Work with a team that is building and professionalizing a high growth high impact social enterprise.
• Feel Valued: Work with a team that is being compensated competitively, developed professionally, and celebrated frequently for making a meaningful difference.

Check us out at Hazel Health Careers. 

The Role:

The Customer Success Enablement Manager will support the customer success team to ensure our school and district partners receive the best possible service from Hazel and remain actively engaged with our platform. They will work across the customer lifecycle, from implementation to adoption and retention, to drive increased utilization, address customer needs, and manage retention. They will do so by creating the centralized playbooks, processes, and systems/tools needed by our Account and Customer Success Managers to be successful. 

Location: Fully Remote

What You’ll Do:

• Create centralized, user-specific engagement playbooks to support post-sales team members in building awareness and utilization of Hazel programs and services across our school and district partners. Ensure centralized strategies and materials are up-to-date, organized, and easily accessible to all members of the team. 
• Coordinate cross-functional engagement and customer success initiatives across markets. Work with Marketing and other cross-functional partners to develop campaigns, launch them, track and monitor effectiveness.
• Create streamlined and standardized processes for capturing, escalating, and addressing customer service needs that are voiced through the post-sales team. Gather ‘voice of the customer’ insights and identify themes and issues that require more structured solutioning.  
• Act as a central point of contact with cross-functional stakeholders across Sales, Marketing, Product, Clinical, and other key functions to ensure customer needs and post-sales team requests are addressed.
• Ensure post-sales teams effectively utilize the CRM by providing training, resources, and best practices to drive adoption, maintain data integrity, and optimize workflows for enhanced customer engagement and retention
• Create and roll out structured training and onboarding plans for Account Managers and Customer Success Managers.
• Organize forums that bring together Account Managers and Customer Success Managers across markets to launch new processes and initiatives, train on new resources and services/products, share best practices, and gather customer insights.

What Excites Us:

• Best practices and standardization: you develop and disseminate best practices, standardized methodologies, and repeatable processes to help ensure consistency and quality
• Continuous improvement: you emphasize a culture of learning and iterative enhancement, regularly measuring outcomes and refining the approach to thoughtfully innovate
• Data-driven decision making: you leverage robust analytics and performance metrics to guide decisions, ensuring initiatives are not only innovative, but also effective and accountable
• Collaboration and knowledge sharing: you break down silos, fostering cross-functional collaboration and open communication
• Innovation and agility: you encourage experimentation and agile responses to market changes; you are proactive in identifying new opportunities and quickly adapting to evolving needs
• Customer-centricity: you ensure all initiatives hold the customer at the center to enhance their experience and increase satisfaction
• Background and experience: 
• You have 3-5 years of experience in a similar role at a fast-paced start-up or high-growth organization
• You come to this role with prior sales/customer experience; education sales or tech-ed experience a plus

If you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway.

Total compensation for this role is market competitive, with a base salary range of $95,000 - $115,000, annual performance bonus eligibility, stock options, a 401k match, healthcare coverage, paid time off, and a broad range of other benefits and perks. Review our benefits at Hazel Health Benefits.

We believe talent is everywhere, and so is opportunity. While we have a physical office in Dallas, we have embraced working remotely throughout the United States. While some roles may require proximity to our Dallas office, remote roles can sit in any of the following states: AZ, CA, CO, DC, DE, FL, GA, HI, IA, IL, ME, MD, MA, MI, MO, NE, NV, NJ, NM, NY, NC, OR, PA, RI, SC, TN, TX, VT, VA, WA and WI. Please only apply if you live and work full-time in one of the states listed above or plan to relocate to one of these states before starting your employment with Hazel. State locations and specifics are subject to change as our hiring requirements shift.

We are committed to creating a diverse, inclusive and equitable workplace. Hazel Health values the minds, experiences and perspectives of people from all walks of life. We are proud to value diversity and be an equal opportunity employer. Hazel will consider qualified applicants with an arrest or conviction record for employment in accordance with state and local laws and "fair chance" ordinances. For all Hazel positions, a criminal background check is required following a contingent offer of employment. Learn more about working with us at Hazel Health Life.