Customer Success Manager

Title: Customer Success ManagerJob type: Full-time employeeLocation: RemoteWhere Mental Health Meets TechnologyAt Sessions Health, we’re on a mission to make the lives of mental health providers easier. As an innovative and ethics-first company, we help mental health practices run with confidence. Our business practices are guided by the same ethical standards that guide therapists. Come join a fast-growing technology company reshaping how mental health providers run their practice.

OverviewJoin Sessions Health as a Customer Success Manager, where you’ll lead a high-impact team, partner closely with mental health professionals, and help shape practice management software that truly makes a difference. DescriptionThe success of our customers is at the heart of our mission, and we’re hiring for an experienced Customer Success Manager that’s passionate about providing empathetic support and directly owning the success of our largest customers. You’ll blend people leadership, support operations, and strategic account management to drive adoption, retention, and amazing support. What you'll achieve in this roleLead & grow the team:

 Coach Customer Success and Billing Specialists, run high-quality 1: 1s, and nurture an empathetic, high‑ownership culture. Deliver a gold‑standard customer experience:  Set and uphold SLAs for first response, time‑to‑resolution, and quality; maintain excellent CSAT and NPS. Drive activation and adoption:  Ensure smooth onboarding, reduce time‑to‑value, and increase feature adoption for top accounts. Tighten our operations:  Optimize scheduling and coverage, improve queue management, and refine playbooks and escalation paths. Be the voice of the customer:  Turn qualitative feedback and support trends into clear product insights and prioritized fixes. Elevate enablement:

 Keep product docs and videos accurate and discoverable; proactively address common questions and launch updates. Day-to-day responsibilitiesTeam Leadership, Development, and RetentionHire, onboard, and mentor Customer Success and Billing Specialists; create clear role expectations and growth paths. Run weekly coaching, QA reviews, and post‑mortems to inspire and drive continuous improvement. Foster an inclusive, collaborative team culture grounded in empathy, ownership, and measurable outcomes. Customer Support & Success ManagementOversee the daily queue to ensure timely, accurate, and empathetic responses. Own scheduling and coverage to maximize support availability and video demos for current and prospective customers.

Identify areas of improvement for customer and billing support, and the client onboarding experience. Manage product documentation and videos within the Help Center by ensuring accuracy, completeness, and effectiveness. Product CollaborationMaintain organized systems to capture, analyze, and share customer feedback and usability issues. Participate in roadmap and launch planning; translate changes into support readiness, help‑center updates, and customer communications. Performance Management and AnalyticsDefine team and individual KPIs for success. Use data to guide coaching, staffing, and workflow decisions. Communicate performance and status of initiatives to leadershipKnowledge ExpertiseMaintain expert level of knowledge Sessions Health, functionality, and related integrations.

 Provide guidance on clearinghouse integrations, payer enrollments, and medical claims processes. What you'll bringMust-have3+ years of people management experience in Customer Success/Support at a B2B SaaS company. Proven success running support operations (SLAs, queue management, escalations) and delivering live software demos. Strong understanding of healthcare workflows; familiarity with EHRs, clearinghouses, payer enrollments, and claims. Excellent written and verbal communication; inspiring team leadership and cross‑functional collaboration. Data‑driven decision‑making and proficiency with spreadsheets/Business Intelligence tools. Nice‑to‑haveBackground in mental health practice operations, RCM, and project management.

Experience with tools like Zendesk/Help Scout/Intercom, HubSpot/Salesforce, Loom, Notion, Asana, Calendly. Experience building and maintaining a help center or video library. Bachelor’s degree in a relevant field (Healthcare Administration, Information Technology, etc. ) is preferred. Compensation & BenefitsCompensation:  Competitive base salary between $80k-$120k commensurate with experience + bonus opportunity. Benefits:  Flexible schedule, 100% remote work, generous PTO, paid holidays, health/dental/vision, disability insurance, and 401(k) with match. Work location & eligibility100% remote within the United States. Full-time role. Must be a U. S. citizen.

Salary range$80,000 - $120,000 per year + bonus opportunityWe firmly believe in taking care of our employees and providing a supportive environment where they can thrive. Your well-being is paramount to us, and we’re committed to ensuring a rewarding work experience. We encourage spirited individuals who are passionate about making a difference in the behavioral health sector and are unafraid of the dynamic nature of a fast-paced smaller company to apply.