Team Manager, Customer Growth & Success

Remote

Journey Clinical is on a mission to transform the growing mental health crisis by accelerating the adoption of frontier treatments that lead to lasting improvements in clinical outcomes. We have built a turnkey healthtech platform to safely and effectively expand access to a powerful modality known as Psychedelic-Assisted Psychotherapy, starting with Ketamine-Assisted Psychotherapy (KAP). In our patient-centered collaborative care model, licensed psychotherapists in the network take on the psychotherapy, while Journey Clinical's in-house medical team takes on patient eligibility, treatment plan and outcome monitoring. Our platform gives psychotherapists passionate about PAP the infrastructure and support required to become empowered KAP providers, while enabling higher standards of patient care and enhanced clinical outcomes.


We have recently closed a successful Series A round led by Union Square Ventures, and are backed by a number of top-tier investors including AlleyCorpFifty YearsAble PartnersGaingels, Palo Santo, PsyMed VenturesCoalition Operators, Christina Sass co-founder of Andela, ​​Edvard Engesæth, MD co-founder of Nurx and, Hans Gangeskar co-founder of Nurx.


We are building an open-minded and inclusive workplace where you will have the opportunity to grow and collaborate with a diverse team of high performing individuals. Our team combines extensive experience in business and healthcare. We are mission driven and strive to make the workplace stimulating, ethical, rewarding, and fun. Together, we will be working at the cutting edge of a groundbreaking field that is reshaping mental health and we will make a direct impact on people’s lives.


About Journey

Journey Clinical is on a mission to transform the growing mental health crisis by accelerating the adoption of frontier treatments that lead to lasting improvements in clinical outcomes. We have built a turnkey healthtech platform to safely and effectively expand access to a powerful modality known as Psychedelic-Assisted Psychotherapy, starting with Ketamine-Assisted Psychotherapy (KAP). In our patient-centered collaborative care model, licensed psychotherapists in the network take on the psychotherapy, while Journey Clinical's in-house medical team takes on patient eligibility, treatment plan and outcome monitoring. Our platform gives psychotherapists passionate about PAP the infrastructure and support required to become empowered KAP providers, while enabling higher standards of patient care and enhanced clinical outcomes.


We have recently closed a successful Series A round led by Union Square Ventures, and are backed by a number of top-tier investors including AlleyCorp, Fifty Years, Able Partners, Gaingels, Palo Santo, PsyMed Ventures, Coalition Operators, Christina Sass co-founder of Andela, ​​Edvard Engesæth, MD co-founder of Nurx and, Hans Gangeskar co-founder of Nurx. We are building an open-minded and inclusive workplace where you will have the opportunity to grow and collaborate with a diverse team of high performing individuals. Our team combines extensive experience in business and healthcare. We are mission driven and strive to make the workplace stimulating, ethical, rewarding, and fun. Together, we will be working at the cutting edge of a groundbreaking field that is reshaping mental health and we will make a direct impact on people’s lives.


About the role

Journey Clinical is looking for an experienced team leader to oversee our team of Member Success Coaches. Coaches work with our subscription customers who recently joined our platform to coach them through the process of onboarding, training and utilizing our portal, so that they eventually become power users on our platform. We are looking for someone with experience leading a team of account managers, who can motivate others for performance against metrics and develop a talented team. The role is remote and will report directly to the Head of Growth - Activation.


What You’ll Do

- Manage a higher performing onboarding team of 5-7 Member Success Coaches

- Monitor performance through metrics, capturing speed and completion of onboarding

- Build a structured onboarding process for our customers (therapists) for your team to follow

- Experiment daily and iterate on the onboarding experience to continually improve our performance and build a world-class user experience for our customers

- Engage with Sales, Marketing, Community and Product to build the cross-functional systems and resources needed to drive success in your department

- Operate as a player-coach, often working directly with our customers to motivate them to take certain behaviors in our platform that benefit their training and onboarding experience


Who You Are

- 7-10 years of leadership experience in a sales, account management and/or customer success function at a VC-backed startup (or in a similarly fast-paced environment)

- Decisive, data-driven person of action with ability to synthesize trends and utilize CRM systems to manage reporting and stay organized (e.g. Hubspot, Zendesk, Salesforce)

- You are a stellar doer at the IC level, but also have a strong ability to build, grow and manage sales or account management teams to support rapid growthComfort with (and energized by) environments that lack established playbooks, move at rapid speed and experiment daily, and utilizing data to validate hypotheses

- Process-orientation to build structure and systems out of chaos

- Prior experience in a client-facing role, preferably with an understanding of mental health clinicians or healthcare professionals

- Ability to seamlessly navigate between managing people and speaking with strategic customers

- You don’t mind getting your hands dirty in a player-coach hybrid role, demonstrating excellent account management instinct and an optimistic, whatever-it-takes attitude


What we offer

- Flexible working hours and competitive compensation

- A high level of autonomy, and growth opportunities in a cutting edge industry

- We aim to set our team members up for success and offer a clear path for career advancement and personal growth

- Work with a team of industry leading experts, who are highly collaborative, disciplined, and who have fun working together

- The opportunity to change the way we approach mental health by advancing the mainstream adoption of psychedelic assisted psychotherapy and make a positive impact

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