Manager, Customer Success

We’re changing the way people connect to social care.

At Findhelp, we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way.

Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers.

Findhelp is headquartered in Austin, Texas and has been enabling healthcare, government, education, and other organizations to connect people with the social care resources that serve them, with privacy and security, since 2010.

As a mission driven organization, we are focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Powered by our proprietary technology that enables people to find the resources available in their area, we have helped millions of Seekers find food, health, housing and employment programs.

Job Overview: We are looking for a customer success leader with a player-coach mindset. As a manager on our Customer and Community Success team, you’ll be directly leading our growing team of Customer Success Managers. In addition to supporting team members and providing oversight for their customers as their findhelp Executive Sponsor, you will play a critical role in helping us hire, grow, and scale excellent staff to meet the rapidly changing needs of our business.

We collaborate closely with other departments and directly contribute to meeting the needs of tomorrow. If you’re excited about taking on the challenge of leading a team with diverse and dynamic responsibilities, this is the job for you.

Responsibilities and Duties:

• Grow and lead a team of Customer and Community Success team members who are tasked with:
• Implementing the findhelp platform at a variety of client sites and improving adoption over time
• Managing issues, risks, and opportunities for a set of clients, as well as advocating for the client’s needs internally
• Building excellent client relationships and engaging executives through quarterly reviews
• Collaborating across Customer and Community Success and other departments to build a thriving department and foster the overall success of findhelp and the people we serve
• Provide customer oversight through fulfilling the responsibilities of a findhelp Executive Sponsor, including managing expansion opportunities, pricing and renewals, escalations and issue management, presenting to customer executives, etc
• Foster a culture of individual growth and continuous improvement by advancing the skills and careers of your team members
• Support the behind-the-scenes operations that help our department run smoothly, such as: renewal and upsell pipeline management, staff portfolio assignment and management, interviewing Customer Success applicants, continuous process improvements, and more
• Build and maintain strong relationships with other departments, such as Production Support, Community Engagement, Partnerships, and more.

Qualifications

• BS/BA degree or equivalent
• 7+ years of experience demonstrating success in advanced Customer Success positions
• Previous experience in people management, mentoring, hiring, and leading mission-driven teams
• Superior communication (presentation, written, and verbal) and demonstrated ability to communicate and present effectively at all levels of the organization, including executive leadership
• Excellent interpersonal skills, as well as the ability to build strong cross-functional relationships with other teams
• A strong desire to help others be successful and grow in their career
• Excels at risk mitigation and customer executive engagement
• Highly desired, but not required:
• Advanced degree or certification
• Experience with technology and the ability to learn new technologies quickly
• Direct experience with SaaS application support requirements
• Experience with social determinants of health and healthcare
• Interest in organizational innovation, social enterprise, community organizations, and governmental groups

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