Strategic Customer Success Leader for Behavioral Healthcare

6 days ago

Salt Lake, Utah, United States Tava Health Full time
About Tava Health

Tava Health is a Series B startup dedicated to scaling access to behavioral healthcare. Our mission is to make meaningful connections between providers and clients accessible and easy by partnering with organizations to bring high-quality mental health care to their employees, members, and communities.

We're seeking a strategic Director of Customer Success whose passion for customer impact is matched by a drive to lead, grow, and innovate. You'll have the responsibility to ensure our diverse customer base achieves measurable success while building and scaling a team that reflects our mission.

Key Responsibilities:
  • Custome Retention: Own customer retention goals, ensuring high levels of satisfaction and renewals.
  • Upsell and Cross-sell: Identify opportunities, driving additional value for customers and revenue for Tava Health.
  • Data-driven Approach: Use customer insights and data to proactively address risks and create strategies to improve the customer experience.
  • Customer Segmentation: Develop and refine segmentation to ensure scalable and efficient management of accounts.
  • Team Development: Lead, mentor, and develop a small but growing team of Customer Success Managers, fostering a culture of accountability, feedback, and continuous learning.
Success Metrics:
  • Retention: High gross and net revenue retention across customer accounts.
  • Customer Outcomes: Customers consistently achieve measurable goals (e.g., employee/member engagement) and report high satisfaction (e.g., NPS/CSAT).
  • Team Growth: The team grows in strategic skills and operational execution, consistently meeting or exceeding performance metrics while delivering measurable customer impact.
Requirements:
  • Leadership Experience: Proven ability to lead and scale a Customer Success function, particularly in a growing B2B company.
  • Strategic Thinking: Strong strategic thinking skills, with experience designing segmentation, playbooks, and scalable engagement strategies.
  • Data Analysis: Data-driven mindset, with the ability to define and track key metrics such as retention, churn, and customer satisfaction.
  • Communication Skills: Exceptional communication and collaboration skills, with a proven ability to work across teams and present effectively to executive leadership.

Estimated Salary: $120,000 - $180,000 per year based on industry standards and location. Benefits include flexible remote work, opportunities for growth, and a generous mental health benefit.

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