Job Description

Counslr is a B2B digital mental health platform providing 24/7/365 text-based mental health support to students and employees at various organizations including schools, corporations, and nonprofits. Covered users are able to engage in an unlimited number of live text sessions with licensed counselors, on-demand or by scheduled appointment, within the Counslr mobile app. Counslr’s mission is to better reach the traditionally unreachable (those who need support but do not or cannot seek it).

The Customer Success department has an abbreviated version of Counslr’s goal right within its name: Success . To elaborate, success looks like our mission: to improve the accessibility of quality mental health support in order to reach the traditionally unreachable and give people more agency in prioritizing their mental health. Success looks like being true to our values: empathy, inclusivity, accessibility, professionalism, confidentiality, innovation, and thoughtfulness. 

The Customer Success Manager position is a 100% remote, work from home role based in the United States - preferably within the Mid Western states of Kansas or Texas (Central Standard Time Zone).   

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The CSM will play an integral role in ensuring that organization-level partners and users of the Counslr app have an outstanding experience with Counslr, both during the implementation/onboarding process and beyond. The role requires occasional travel (including overnight) to client locations. 

Role Responsibilities:

• Serve as the dedicated Counslr point of contact for a specific subset of Counslr’s client organizations.
• Manage customer relationships and provide exceptional service by leading with empathy and being a Subject Matter Expert to support inquiries for both internal and external partners (where external includes organization-level partners, along with users of the Counslr app).
• Lead the implementation process for organizations beginning a new partnership with Counslr.
• Set expectations with customers about defining success with Counslr, both during the implementation process and ongoing over the entirety of the partnership (as needed).
• Facilitate Counslr presentations and host Q&A sessions with constituents, such as students, faculty, parents/guardians, and organization employees. Presentations take place virtually and/or in-person, and you must be comfortable with public speaking both digitally and in-person. Must also be willing to travel to client locations as needed.
• Proactively develop customized strategies to ensure constituents are well-informed of Counslr and feel empowered to seek support via the Counslr app.
• Analyze engagement data on a regular basis to proactively identify opportunities to collaborate with customers.
• Assist with dunning, including reviewing customer payments on a monthly basis and contacting as needed.
• Send anonymized utilization reports to organization-level partners on a monthly basis, spotlighting noteworthy insights.

Key Competencies:

• High Level of Integrity
• Drives for Results
• Interpersonal-Communication Skills
• Collaboration & Teamwork
• Technical/Professional Expertise & Capability

Key Skills:

• Customer Success Excellence - Proven experience providing customers with outstanding support to drive successful outcomes. Balances achieving results with concern for others needs. 
• Self-Starter - Capable of achieving expected results. Capable of managing multiple projects with competing deadlines. Able to independently cultivate and manage relationships without constant oversight.
• Adaptability - Readily, quickly and positively respond to any changes, including app updates and role responsibilities as Counslr continues to evolve and grow to best align with the needs of users, customers, and the business as a whole. 
• Public Speaking - Presents information clearly and concisely in both in-person and virtual environments to organizations of all sizes (small, medium, large, enterprise). Demonstrates effective conversational skills including active listening and questioning. 
• Data Savviness - Ability to review and correctly interpret data to identify compelling details. Must also be able to clearly share data, noteworthy mentions, and suggested action items to customers.
• Resourcefulness - Eager to learn and consistently utilizes existing resources to answer questions. Able to effectively utilize tools to manage work load and deliver expected results.

Requirements:

• Must have unrestricted US work authorization.
• Bachelor’s Degree, Business, Management, Marketing or similar. 
• Minimum of 3 years of B2B Customer Success experience strongly preferred.
• Must be available to work from 9 AM and 5 PM in your local time zone with flexibility for meetings and occasional travel outside of standard working hours.
• Ability to travel out of state and overnight. 
• Experience with systems implementation processes is a plus. 
• Experience with Google Workspace, HubSpot, Asana, ClickUp, Slack, Calendly apps are preferred.
• Secure, reliable, fast internet access.

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