RethinkFirst

Director of Customer Success - RethinkCare

Remote
Full Time
Client Success/Professional Services
Experienced

Founded in 2008 and headquartered in NYC, RethinkFirst is a leading global, behavioral health, technology provider of research-based resources and tools to inspire and empower individuals with developmental disabilities and those who support them. Developed by nationally recognized experts in the field, Rethink’s award-winning online solution features a comprehensive video-based treatment program, sophisticated behavior intervention planning tools, training for caregivers, individualized assessments, and online skills-based activities for individuals tied to the program.  Access to remote clinician-led consultations offers personalized treatment guidance and care support, and automatically generated data-based reports that track everything from caregiver utilization to individual progress offer robust case management and data analytics capabilities. 

The RethinkFirst platform is used by Fortune 500 companies, school districts, government agencies, public and private behavioral health providers, and families caring for individuals with developmental disabilities worldwide. The RethinkCare line of business represents the largest division in the RethinkFirst portfolio and focuses on deploying the RethinkFirst platform for employees and their families as part of the benefits package provided to them by their employers. 

RethinkCare is the leader in digital wellbeing training in the workplace. We work with nearly 50% of the fortune 100 companies as well as hundreds of other leading organizations to provide services to their employees. Our mobile-first solutions enable driven professionals to accomplish their most important mental and behavioral health goals across their Personal, Professional, or Parenting life domains. On-demand. On any device. We are a fast growing tech company backed by private investors.

We are looking for a Director of Customer Success for our RethinkCare line of business to drive a world-class customer journey for the enterprise companies with which we work. You will be a vital part of maintaining the customer success standards and we expect you to take full ownership of customer outcomes by developing and executing customer success strategies, driving processes, and strategically allocating resources to ensure high performance while adapting to the evolving needs of our customers. This role will report to the VP of Customer Success. 

Duties & Responsibilities:

  • Develop and execute strategies to drive customer success and retention, aligning with company objectives.
  • Lead and mentor a team of customer success managers, providing guidance, support, and coaching to ensure high performance and customer satisfaction.
  • Define and implement processes and best practices for customer success operations, including onboarding, training, and ongoing support.
  • Collaborate cross-functionally with sales, product, and support teams to advocate for customer needs and drive product improvements.
  • Monitor key performance metrics such as customer health scores, retention rates, and customer satisfaction scores, taking proactive measures to address any issues or gaps.
  • Conduct regular performance reviews and set clear goals for the customer success team, fostering a culture of accountability and continuous improvement.
  • Serve as a point of escalation for complex customer issues, working closely with the team to resolve issues effectively and in a timely manner.
  • Develop and maintain strong relationships with key stakeholders, including executive sponsors and decision-makers, to ensure customer success and drive business growth.
  • Stay informed about industry trends and best practices in customer success management, incorporating new insights into team strategies and operations.
  • Drive initiatives to expand revenue opportunities within existing customer accounts through upselling and cross-selling efforts, collaborating with sales teams as needed.
Qualifications:
  • Leadership experience in managing and mentoring Customer Success teams at the Director level, fostering a high-performance, results-oriented culture based on empathy, positivity, and balance.
  • Experience overseeing and growing a multi-million dollar Annual Recurring Revenue (ARR) portfolio, consistently driving growth and retention across an Enterprise client base.
  • Extensive experience in high-level customer-facing roles, ensuring seamless interactions and fostering long-term relationships with key stakeholders.
  • Proven track record in developing and executing comprehensive customer retention strategies that enhance loyalty and lifetime value.
  • Expertise in scaling customer enablement programs, including training, onboarding, and ongoing support to drive adoption and success.
  • Demonstrated history of delivering exceptional customer experiences, aligning solutions with business outcomes, and optimizing customer journeys.
  • Strong intellectual curiosity with a commitment to continuous learning, innovation, and staying ahead of industry trends.
  • Deep empathy for customer needs combined with a strong passion for driving revenue growth, client satisfaction, and business success.
  • In-depth understanding of SaaS business models and the key value drivers that impact customer engagement and retention.
  • Highly analytical and process-driven, with a focus on leveraging data to optimize processes, improve efficiency, and drive strategic decisions.
  •  Adept at solving complex, open-ended challenges in dynamic, fast-paced environments, with a strong ability to adapt and innovate.
  • Inspirational leader with a proven ability to motivate and guide teams, fostering collaboration and driving impactful outcomes.

Location: Remote opportunities are available to candidates who reside in the following states: AL, CT, FL, GA, IL, IN, KY, LA, MA, MD, MI, MO, NC, NH, NJ, OH, PA, TX, VA, WI 

Our commitment to an inclusive workplace 
RethinkFirst is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities. 

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