Customer Success Manager (Los Angeles County)

Customer Success Manager | Full Time, Remote in Los Angeles County

About Us!

Kooth is a fast-growing organization with a social purpose. After 20 years of successful services in the UK, we are rapidly expanding in the United States!

OUR MISSION: To provide welcoming and effective digital mental health support to students proactively.

Using the collective insight from nearly 1 million hours of professional intervention, we guide students to three areas of evidenced-based support: self-guided, community/peer interactions, and chat-based counseling provided by licensed Counselors. These areas of assistance are designed to match each individual student’s current needs, wants and goals as well as identify and refer to higher level of care when needed.

A role with Kooth is an exciting opportunity to join the pioneers of digital mental health and wellbeing. Through online counseling you will be helping to provide youth and students with access to immediate and often crucial support. Kooth uses technology to remove any barriers that could prevent students from accessing the help that they need.

While students have 24/7 access to Kooth’s digital programs, messages and content can be created at any time. This role will be a full-time position focused on providing moderation services to users who are working through the platform.

You will be at the heart of what Kooth is doing. You will be:

Role Objective: As a Customer Success Manager you will play a crucial role in ensuring the satisfaction, engagement, and overall success of our users. You will work closely with youth and young adults, as well as school administrators, teachers, guidance counselors, employers, health providers, community partners, and families to promote our behavioral health platform and drive positive outcomes and engagement.

Relationship Management:

• Build and maintain strong relationships with customers, acting as their main point of contact.
• Understand customers' goals, needs, and challenges.
• Proactively engage with customers to ensure their satisfaction and success.
• Conduct regular check-ins to assess customer health and address any issues or concerns.
• Build strong relationships with youth and young adults, parents or guardians, and other key stakeholders, fostering trust and rapport.
• Monitor user engagement and intervene proactively when necessary to encourage registrations and ongoing engagement.

Onboarding & Engagement Strategy:

• Drive customer adoption of Kooth’s services.
• Guide customers and users through the onboarding process, ensuring a smooth and positive experience.
• Conduct info sessions to familiarize various stakeholders with the platform’s functionalities.
• Monitor customer usage and identify opportunities for increased engagement.
• Provide guidance and best practices to help customers achieve their desired outcomes, including by offering professional development for adult audiences and info sessions for youth and young adult audiences.
• Attend in-person events, partnership meetings, and conferences to promote Kooth services.

Data Analysis & Reporting:

• Collect & analyze customer usage data, behavioral patterns, satisfaction, and user feedback to identify trends, insights, and opportunities for enhancing the user experience.
• Present data to customers and provide targeted recommendations to help them achieve their goals.
• Use data to drive decision making and strategy and creation of engagement plans for account.

Customer Feedback & Advocacy:

• Share customer insights and feedback with internal teams to drive product improvements.
• Collaborate with product, service delivery, and marketing teams to relay user feedback, suggest improvements, and advocate for features that align with users' needs and preferences.
• Serve as the customer advocate within the organization, representing customers' interests and needs.

Education & Experience:

• Bachelor's degree in psychology, counseling, education social work, or a related field
• 1-3 years of experience in Customer Success, social work, education, customer support, or a related role.
• Understanding of mental health challenges faced by youth and young adults and familiarity with evidence-based strategies for promoting mental well-being.
• Empathetic and patient demeanor with exceptional interpersonal and communication skills.
• Ability to build strong relationships and work collaboratively with diverse stakeholders.
• Strong organizational skills with the ability to manage multiple priorities and deliver exceptional customer service.
• Proficiency in data analysis, with the ability to derive insights from user behavior and usage data.
• Familiarity with digital health technologies and mobile apps is a plus.
• Knowledge of relevant regulations and laws regarding the privacy and protection of student information.

Travel: Travel up to 40% may be required to attend in-person events, meetings, and conferences to promote Kooth services and engage with strategic customers and partners.

Salary: 65,000-75,000

Languages: Proficiency in Spanish, Chinese (Mandarin and Cantonese), Filipino/Tagalog, Vietnamese, Korean, Hindi, Persian/Iranian/Farsi, and Arabic would be an advantage in this role.

Here are some of the exciting benefits you will receive as a team member at Kooth:

• Excellent Medical, Dental and Vision Benefits
• Prescription Drug Coverage
• Generous Paid Time Off
• 8 Paid Holidays Plus Two, ½ day Holidays (Christmas Eve and New Year’s Eve)
• 401(K) Retirement Plan

Kooth provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law.