Customer Success Manager

Base pay range

$65,000.00/yr - $85,000.00/yr

Customer Success Manager

Now more than ever, our world needs mental health professionals. Day in and day out, they’re doing their best to provide exceptional care to an increasing number of patients. But, they’re working with generic or simplistic tools that limit their potential and growth. We want to change all that – by giving behavioral health organizations everything they need to thrive.

Valant is an established market‑leading, software‑as‑a‑service organization serving the unique needs of the behavioral healthcare industry. Our purpose is to make our world a mentally healthier place and we’re seeking enthusiastic, passionate individuals to join us as we transform the industry! If that sounds like you, we’d like to hear from you.

The Customer Success Manager (CSM) owns the experience between Valant and our most strategic customers. The CSM will bring Customer Success best practices, innovations, and capabilities to their portfolio of customers, and match these to the customers' business goals, driving value realization and return on the customer’s investment. The expected end‑result is increased customer satisfaction, retention, and continuous growth of the Valant footprint.

If you’re passionate about applying innovative technology to create simple solutions to complex business problems, then we want to talk to you!

• Build successful customer relationships
• Ensure customer success through your dedication to customer deployment, ongoing software use, and issue resolution
  
  Act as single point of contact for post go‑live activities and escalations
• Recognize customer satisfaction and adoption data patterns
• Influence deployment methodology and process changes
• Provide functional specifications for product enhancements
• Develop relationships with key business and IT stakeholders and become an expert on customers’ implementations and ongoing use of Valant, understanding top business goals and requirements
• Advocate customers’ product feature priorities internally within Valant while managing customer expectations, and keeping customers satisfied and expectations realistic
• Manage supportive programs such as Regional Training Events, Net Promoter Score surveys, product e‑blasts
• Support the efforts of Valant’s reference and referral programs
• Contribute internally to the Valant team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a Subject Matter Expert (SME) for specific business or process areas

• Strong and proven track record of successfully managing customer relationships
• Entrepreneurial attitude, taking great pride in bringing positive change to an organization
• Stellar problem‑solving skills; you’ll need to love tackling the most difficult of challenges and know how to get to the best solution
• Strong analytical skills, the ability to learn and use EHR software, and an impeccable business acumen
• Personal interest in giving clients a satisfying and successful experience; enjoy working with people, with natural and effective communication and relationship‑building skills
• Excellent prioritization and the ability to manage multiple projects simultaneously
• Self‑motivated, team‑oriented, responsible, and focused on exceeding customer expectations
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Proven effectiveness at leading and facilitating customer meetings; ability to understand, articulate, and demonstrate the Valant value proposition
• Minimum 2‑5 years’ relevant work experience in account management, sales, implementation, or related field

• Direct experience with Intensive Outpatient Programs (IOP) and/or Partial Hospitalization Programs (PHP), including program operations, patient engagement, or provider coordination.
• Familiarity with workflows and challenges unique to behavioral health practices offering higher levels of care.
• Ability to translate clinical program needs into effective use of SaaS solutions, ensuring smooth adoption and ongoing success.
• Strong empathy and understanding…