Senior Vice President of Customer Success

About Journey

Journey is the leading proactive mental health solution for modern companies. Our mission is to help all people live happier, healthier, less stressed lives. We are a rapidly growing tech startup, and we work with care and intention to create a high-performance company with the following in mind:

• Speed Wins. Make decisions, move quickly, and know that if things go wrong, it’s okay for you and the company.
• Intuition, Then Data. We’re a data-driven company. We start with our instincts and then use data to validate our decisions and improve.
• Miles, Not Inches. Thinking small is a self-fulfilling prophecy. Favor bold ideas over incremental changes
• Customer-Obsession. We are obsessed with helping all people to live happier, healthier lives. We accomplish this by knowing our customers incredibly well and finding ways to make their lives better.
• Truth Through Safety & Courage. A safe space allows all of us to feel secure and welcome, which creates the environment needed to act courageously, speak our truth, and see different perspectives. Doing so leads to the best decisions and the most success for us as a company.
• Ownership & Accountability, Together. We embody a culture of extreme ownership, accountability, and teamwork. We count on every team member to take responsibility for their work, embrace a proactive mindset to overcome challenges and work together to achieve our collective success.

About the Role:

As the Senior Vice President of Customer Success at Journey, reporting directly to the CEO, you will be responsible for driving strategy, execution, evolution and results for the Customer Success team. This is a strategic leadership position and you will play a pivotal role in ensuring our customers' success by ensuring that Journey delivers exceptional customer experiences, fosters long-term relationships, and accelerates value realization across our customer base. You will collaborate closely with cross-functional teams, including sales, marketing, product, and engineering, to ensure the seamless adoption and ongoing satisfaction of our customers.

This role requires a strong understanding of digital health strategies for CS and demonstrated experience working with client stakeholders in HR, to include C-level client executives at some of the world’s largest enterprises. As a startup, the desire to build solutions and manage a high-performing team in a fast-paced environment is critical.

In this job, you will:

• Drive Customer Success outcomes including reducing client churn, reducing down-sell, driving product engagement and increasing MRR, while ensuring world-class NPS ratings, and increasing levels of reference-ability within our client base.
• Lead a world-class Customer Success Team, including providing performance feedback, guidance, and input on their goals and objectives with regard to career pathing; providing continuous coaching and mentoring
• Own the reinforcement of a company-wide culture of customer success including, aligning with marketing around communications to existing customers, advocating for customer needs on the product roadmap, and supporting sales in driving new opportunities
• Collaborate with Journey’s Senior Director of Customer Operations & Experience to create effective operational processes, strategies, plans, and measurement systems that can deliver favorable outcomes for both our customers and the company
• Represent our clients and our Customer Success team on the Leadership team, including owning all KPIs, quotas, goals, objectives, and key results
• Own and manage strategic relationships with our customers, being proactive around overall engagement, adoption of best practices and alignment on customers strategic objectives to drive positive outcomes
• Leverage data, metrics and insights to build and strengthen the overall Customer Success Playbook
• Define and Optimize Customer Lifecycle - Map customer journey, develop listening points (e.g., usage, satisfaction, etc.), define segmentation of customer base and varying strategies, identify opportunities for continuous improvement

Requirements

• 8+ years of experience in Customer Success senior leadership in digital health and/or SaaS required
• Experience at an early-stage startup organization
• Strong track record serving client stakeholders and building C-level relationships within client HR teams
• Ability to develop and communicate a clear and compelling vision which inspires the team to think and operate ‘outside’ the job description,
• Great change leader, customer obsessed, metrics and data driven,
• Excellent written and verbal communication skills and the ability to persuade, influence, negotiate and make formal presentations in meetings and training environments
• Driven, self-motivated, enthusiastic and with a "can do" attitude

The ideal candidate will:

• Experience building Customer Success strategy for a digital health company
• Possess a proven ability to be a change agent by creating or adopting new customer programs that maximize customer satisfaction and drive engagement in a fast-growing and dynamic company
• Have a sense of urgency to accomplish things quickly and ability to prioritize multiple tasks and deal with unforeseen circumstances
• Develop and maintain productive relationships across organizations to ensure that business initiatives are achieved
• Possess confidence, and a dynamic working persona, which can bring fun to the team; and sense of humor is a plus
• Be familiar with Salesforce or other CRM platforms & their data structure

Benefits

• Culture Focused. We prioritize building a high-performance culture of top talent. At Journey, you’ll work with a team of smart, motivated and happy people who like to have fun.
• Remote First. We are a remote company. Where you live is where we are located.
• Stock Options. We encourage an ownership mindset by giving full-time employees the opportunity to share in the success of Journey.
• Medical, Dental & Vision Insurance. Journey contributes 100% of the medical insurance premium for the employee, provided through Aetna.
• Unlimited PTO. We trust you to do what is necessary to get your job done while maintaining a healthy work/life harmony. We offer unlimited time off and encourage you to take it.
• Parental Leave. 10 weeks of fully paid parental leave for birthing, non-birthing, and adoptive parents is available after one year of employment. Journey also offers paid leave for pregnancy loss as well as travel reimbursement for safe and legal abortion access.
• Wisdom Money. Team members receive $1,000 per year to spend on personal development activities, such as meditation classes and retreats, as they see fit.
• Productivity Stipend. Team members receive $1,000 to spend on co-working spaces, a new desk chair, or whatever they need to make their work environment more comfortable.
• Learning and Development. Journey is invested in your continuous growth. Each year, team members are eligible for up to $500 to spend on professional development opportunities of their choosing.
• Journey’s Proactive Mental Health Program. Of course, team members and their loved ones have access to Journey Proactive EAP, our proactive mental health solution to stay happy, healthy, and mentally and emotionally fit.
• Compensation. The salary range is $175,000 - $225,000 plus bonus and equity. Overall compensation may vary based on skills, experience and location.

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Equal Opportunity Employer

At Journey, we aim to foster a workplace free from discrimination. We believe that diversity of experience, perspectives, and backgrounds leads to a better environment for our people and a better product for our clients. Journey is an equal-opportunity employer and encourages all applicants from every background and life experience to apply.