Director Customer of Success

About Kintsugi

Kintsugi is on a mission to scale access to mental healthcare for all. We are developing novel voice biomarker software to detect signs of depression and anxiety from short clips of free form speech. Awarded multiple distinctions for AI technology and recently named one of Forbes’ Top 50 AI companies to watch in 2022 and Fierce 15 in 2023, Kintsugi helps to close mental health care gaps across risk-bearing health systems, ultimately saving time and lives.

At Kintsugi, we believe that mental health is just as important as physical health. We exist to ensure that everyone who needs mental healthcare has access to the right care at the right time.

About the Team

We're a female-founded organization, united and driven by our shared passion to revolutionize access to mental healthcare. Our mission is ambitious, and each member of our team wears multiple hats and plays a pivotal role. As an early-stage, Series A startup, we offer exciting growth opportunities and the chance to make a real impact. Join us to embark on a rewarding journey, learning and growing alongside our dedicated team of trailblazers. 

The Role

We are seeking a highly motivated and dynamic Director of Customer Success to develop and deploy the strategy and execution of Customer Success with our enterprise customers. The Director of Customer Success will help ensure that our customers maximize the value of their investment in Kintsugi and receive a superior experience. As a key leader within the Strategy and Operations team, the Director will work closely with senior management across Sales, Marketing, Product, Engineering, and Regulatory/QA to maintain and grow our customer relationships. In addition, the Director will have the opportunity to work on other priority Strategy and Ops projects to help further drive our business growth.

Kintsugi offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work. The expected base salary for this position will range from $165K-$210K. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.

Responsibilities

• Own the KPIs on Client Success from pilot to commercialization and manage the relationships in each stage of contracting between stakeholders and the Kintsugi teams

• Continuously refine and optimize the overall vision and strategy for Customer Success focused on delivering against customer experience, revenue retention/renewal, and growth metrics

• Scale Customer Success operations with our healthcare customers, using in-market learnings to iteratively refine the model

• Develop market and/or customer specific strategies and plans based on best practices across pre-sales, services, and customer success management 

• Partner seamlessly with our Sales and Marketing team to develop and nurture customer relationships, resulting in smooth account transitions across the customer journey

• Collaborate with Sales, Product, Regulatory, and Engineering to ensure that the voice of customer is built into customer delivery roadmaps

• Lead complex customer facing engagements (pilots, commercializations, etc.) that include defining the scope of work and success criteria, translating the scope into a tactical execution plan, and leading cross-functional teams to deliver solution integration, deployment, data analytics, and reporting

• Lead onboarding of new customers including training, documentation review, and support

• Conduct regular strategic and operating business reviews with customers

• Negotiate customer renewals, expansions, and upsells as defined by the business

• Support other business operations needs as necessary

Qualifications

• Bachelor's degree required; advanced degree in business or comparable highly preferred

• 5-7 years of direct Customer Success experience in B2B/Enterprise healthcare setting required

• Experience building Customer Success within an early stage, high growth technology organization required in this client-facing role

• Superior client/customer relationship management skills

• Strong project management skills, with the ability to manage multiple projects and priorities simultaneously. Has led multiple customer integrations and deployments from conceptualization through go-live and maintenance

• Dynamic leader - able to process and synthesize information across domains and translate into plan of action

• Strong communication skills - able to satisfy customer needs and influence customer executives

• Startup mindset:

  • flexible, adaptable, ability to wear multiple hats and take on challenges outside of defined role

  • Agile and able to make decisions with imperfect information

  • Willingness to take risks and learn from mistakes

• Strong understanding of business operations with strong attention to detail