Job Description

Working at Lyssn

Lyssn.io, Inc. (Lyssn) is a technology start-up focused on improving the quality of therapy for mental illness and addiction. Lyssn is headquartered in Seattle, Washington; however, the majority of our team members remote work.

We started Lyssn with a single conviction: Mental health and well-being is a basic human right, and people who are suffering should have access to the best quality treatments. Our vision is to design technology that maximizes therapists’ ability to help their clients and patients. We offer a suite of technologies to scaffold and enhance training, supervision, and quality assurance of counseling and psychotherapy.

Our company spans a diverse range of areas including natural language processing, machine learning, psychotherapy research, clinical assessment and qualitative coding, project management, software development, UI design, community-based research, business development, marketing, and sales.

Inclusion is our mission

Our products train therapists in acceptance and appreciation of difference. To create products that attract and serve a diverse customer base, we need a diverse team. At Lyssn we value and respect the unique experiences and perspectives each team member brings. We hire talented people from a wide variety of backgrounds, not just because it is the right thing to do, but because it leads to more innovative products and solutions making our company stronger. If you share our values and our enthusiasm for psychotherapy, we welcome you to join our team at Lyssn.

Client Success Manager – Full Time – Remote

The Client Success Manager (CSM) will be the main point of contact between Lyssn and a number of named enterprise accounts and project stakeholders. The CSM will foster relationships that promote customer success and satisfaction while working closely with cross-functional teams (e.g., Sales, Marketing, Development) to grow the sales pipeline. The ideal candidate will bring with them a background or experience in behavioral health or social work and is passionate about improving mental health care in a dynamic start-up environment. This individual should also thrive working remotely and can demonstrate a history of strong project management skills in organization, planning, risk management, critical thinking, and effective communication and interpersonal skills.

Job Type / Schedule

Full-time employee, 40 hours per week, remote. Participation in three-day, quarterly in-person retreats at a range of locations around the country (e.g., California, Arizona, Utah, New York, Seattle) may be required for this position. During the COVID-19 epidemic, we have not been holding in-person meetings or retreats for the safety of our team.

Supervision

This position is available under the direction of David Atkins, Lyssn CEO. All Lyssn employees may interact with this position at different time points via an online interactive platform. A non-disclosure agreement will be required in this position.

Essential Functions

• Effectively build relationships with customers and project stakeholders by executing a comprehensive engagement and communications strategy that proactively maintains high customer success and satisfaction
• Serve as the Lyssn product expert providing guidance and addressing challenges on work / project management and collaboration to customers
• Proactively engage customers at risk; ensure problems are resolved to customer satisfaction as quickly as possible
• Provide expert customer insight to cross-functional teams on what innovation and continuous improvement is needed in the user experience
• Collaborate closely with marketing and sales teams to identify and support cross-sells, upsells and new customer opportunities
• Identify opportunities for customers to act as Lyssn advocates (e.g. testimonials, case studies)
• Develop tools, processes and best practices to ensure customers are satisfied and realizing value
• Perform periodic project and customer success metrics and/or reports

Required Qualifications

• 2+ years in Customer Success, Account Management, Business Development, or other customer-facing role, ideally in a SaaS or software company
• Highly effective communicator with exceptional interpersonal and social skills; ability to relate to people of diverse backgrounds and adapt communication style to specific audiences
• Effective verbal, written and presentation communication skills (platforms include but not limited to email, social media, chat)
• Proven reliability and flexibility to work independently
• Highly organized, collaborative and detail oriented
• Perform other related duties as assigned

Desired Skills and Qualifications

• Experience of working with HubSpot (or similar platform)
• Ability to explain technical subjects to non-technical stakeholders and end users
• Exceptional multi-task task management skills across a varied set of responsibilities
• Proven track record of proactively driving accounts with minimal supervision

Benefits

• Insurance
  • Medical (Premera Blue Cross)
  • Dental (Delta Dental)
  • Vision (VSP Vision Care)
  • Life/AD&D (Unum)
• Excepted Benefit Health Reimbursement Arrangement (EBHRA)
• Employee assistance program
• 401(k) retirement plan
• Paid Leave: vacation, sick, holiday, bereavement, jury duty
• Corporate matching charitable giving program
• Internet Stipend
• Additional benefits may be discussed during the hiring process

Salary Range

The salary range will be based on experience in the field. Additional compensation, such as equity, will be discussed during the hiring process.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: Not Disclosed.

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