Team Lead, Customer Success

Job Description

Team Lead, Customer Success

Who is Eleos Health?

Today, more people than ever are speaking publicly about their mental health. Whether it's ourselves, our friends and family or even public figures, taking care of your behavioral health is no longer a taboo, it's vital, and it's only human. Eleos is on a mission to help deliver the world's most effective behavioral care through data, measurement, and personalization. Or simply put, 

We want to give clinicians the support they need to do the important work only they can do.

What is this opportunity?

We are seeking a motivated and experienced Customer Success Team Lead to oversee our growing Customer Success team. As a player-coach in this role, you will be responsible for overseeing a book of key strategic accounts, and leading team members, providing guidance, and fostering a collaborative environment. The ideal candidate will possess strong leadership skills, industry expertise, and a hands-on approach to problem-solving, fostering a culture of growth and achievement within the team.

Who are you?

You are someone who gets excited over the challenge of operating in a start-up setting and excels in a fast-paced environment. You love building relationships with customers and your team , helping them maximize the value of our system, and being their voice within our organization.  You take pride in your superb communication skills.  A true player-coach that is energetic, motivated, and self-driven. You bring a positive attitude and are an amazing team player.  You are excited by the challenge of finding unique solutions to clients’ problems, always looking to push yourself and the organization forward.

How will you contribute?

Team Leadership:

• Supervise and mentor a team of Customer Success Managers, providing guidance, support, and performance feedback.
• Set team goals and KPIs, monitor performance, and drive accountability.
• Foster a positive team environment that encourages professional growth and development.

Client Management:

• Oversee the management of key accounts to ensure satisfaction, retention, and growth.
• Conduct regular check-ins and business reviews with clients, identifying opportunities for upselling and cross-selling.
• Address escalated client issues, ensuring timely resolution and maintaining strong relationships.

Process Improvement: 

• Develop and implement best practices and processes to enhance the customer journey and team efficiency.
• Collaborate with cross-functional teams (Sales, Product, Support) to align strategies and share customer feedback.
•  Analyze customer success metrics to drive improvements and inform strategic decisions.

Training and Development:

• Create training programs and resources for the Customer Success team to enhance their skills and knowledge.
• Facilitate ongoing training sessions to keep the team informed about product updates and industry trends.

Reporting and Analytics:

• Monitor customer health scores and usage metrics, providing insights to the team and leadership.
• Prepare reports on team performance, client engagement, and overall customer success initiatives.

What qualifications and skills will help you to be successful?

• 5+ years of experience in Customer Success, Account Management, or related roles, with at least 2 years in a leadership position.
• Ability to lead, motivate, and develop a high-performing team.
• Experience with SaaS products, ideally in global startup environment
• Ability to articulate value, confidently handle objections, and resolve customer issues
• Experience interacting and presenting at all levels of an organization
• Excellent communication and interpersonal skills, with a customer-centric mindset.
• Ability to multitask, problem-solve, and work cross-functionally in a dynamic environment
• Ability to travel (40%)
• Demonstrated success managing long-term partnerships in large organizations
• Strong analytical skills and the ability to interpret data to drive decisions.
• Proficiency in CRM and Customer Success software tools.
• Located in EST/ CST timezones

This is a unique opportunity to join a startup that has a meaningful impact on the well-being and mental health of thousands.

We have:

• A product that positively impacts people's lives every single day.
• A team of amazing people with a shared vision and the infinite drive to make it happen
• The base pay range for this position is $135,000-145,000 per year. The determination of what a specific employee in this job classification is paid depends on several factors, including, but not limited to, prior employment history/job-related knowledge, qualifications and skills, length of service, and geographic location.
• In addition to your compensation, we offer wide and generous health benefits, significant equity, mesh card,  and 401(k) plans matched to 4%.
• Opportunity to build, grow, and become highly instrumental in shaping how technology can increase the effectiveness of therapy.
• Fully remote work environment
• Additional mental health days off you can take any given moment simply because you need them.