Kooth Customer Success Lead

Remote - Full time

Kooth is a fast-growing business with a social purpose. After 20 years of successful services in the UK, Kooth is rapidly expanding in the United States. Our mission is to provide welcoming and effective digital mental health support to individuals proactively.

Using the collective insight from nearly 1 million hours of professional intervention we guide individuals 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 individual’s current wants, needs, and goals as well as identify and refer to higher level of care when needed.

A role with Kooth is an exciting opportunity to join the pioneers of digital mental health and wellbeing. Kooth uses technology to remove any barriers that could prevent students from accessing the help that they need. As a member of the Kooth team you will be helping to provide youth, students, and adults with access to immediate and often crucial support.

This will be a full-time role working directly with Kooth customers and internal stakeholders.

What you’ll do

You will be at the heart of what Kooth is doing. You will:

• Responsible for coordinating, monitoring, and delivering customer projects from initiation to delivery; in alignment with all client initiatives.
• Liaison between Kooth and customer to ensure all targets and requirements are completed on schedule and within budget and scope.
• Work with customers to define, track and achieve goals & KPIs

• Process milestones for the customers and Kooth to work toward.

• Promote value through customer experience.
• Proactively build strong relationships with customer contacts at each level of the customer organization throughout the entire partnership.
• Achieve greater adoption & utilization of Kooth services.
• Works collaboratively with customer and stakeholders in assigned areas in the design and implementation of new services. Negotiates decisions and obtains support from internal and external stakeholders.

You will also be embraced as part of a close-knit, positive, and likeminded team who are committed to providing a valuable service in an online environment.

Requirements

Skills necessary for success:

Alongside

• Warm, welcoming and companionable. Able to communicate effectively and empathetically with a diverse array of people in an online environment.

Flexible

• No day or person is the same. What is important is you allow individuals to own their feelings and journey but are there for them to provide immediate support when they need it the most.

Compassionate

• Open-minded people that do not judge. You listen, counsel and support.

Committed

• No matter what support someone may need, you want to be there to help. You can remain positive, resilient and proactively work to provide effective support.

Safe

• You want to be a part of our safe space for users and are serious about safeguarding.

Requirements

• Minimum of Bachelors Degree; Masters Degree preferred
• 4+ years of relevant experience in customer success in a SaaS environment
• Experience working in healthcare technology
• A ‘customer first’ mindset and passion for delivering a delightful customer experience
• Comfortable understanding and explaining software products to diverse audiences
• Excellent verbal and written communication skills
• High energy level, enthusiastic, and eager to do what is necessary to be successful

Benefits

• Competitive compensation including medical/dental/vision, 401K and generous PTO