Senior Director – Partner Success

November 1

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Mantra Health

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Healthcare Insurance • Wellness • Education

Mantra Health is a company that partners with higher education institutions to provide comprehensive mental health and wellness solutions to students. They aim to support student success by improving access to clinical care, managing crises, promoting wellness, and preventing escalation of mental health issues. Mantra Health offers services such as 24/7 support, self-guided wellness content, and evidence-based treatment to reach underserved student populations. Their solutions have proven to help students stay enrolled and achieve better mental health outcomes, making them a valuable partner for universities looking to enhance student well-being.

11 - 50 employees

Founded 2018

⚕️ Healthcare Insurance

🧘 Wellness

📚 Education

💰 $22M Series A on 2022-01

📋 Description

• Help improve and implement updates to a comprehensive customer engagement strategy in alignment with company objectives • Partner with the Go-To-Market leadership team to use the collective best practices to ensure customer growth, success, and retention • Own retention and expansion performance • Establish a trusted advisor relationship to gain long-term client relationships with partners • Develop an annual plan to hit net dollar retention (NDR) goals, as well as expansion goals • Coach CSMs to identify growth opportunities and drive accountability • Define KPI dashboards and performance tracking systems • Champion CRM adoption for renewal and expansion forecasting • Provide leadership and guidance for the Partner Success Team, as well as day-to-day people management • Lead weekly meetings to ensure up-to-date enablement of the team • Act as an escalation and de-escalation point for your team, internal cross-functional stakeholders, and Mantra Health’s partners • Help improve an account risk and health monitoring system for Mantra’s partners • Partner with leadership in quarterly business review meetings (QBRs) • Guide and oversee your team’s RFP response processes as appropriate • Become an expert on Mantra’s solutions and our market • Champion the use of Salesforce to manage accounts, opportunities, contacts, and renewals • Travel for customer visits and internal meetings; approximately a few days per month, on average

🎯 Requirements

• Experience leading Customer Success teams supporting renewals and expansion within higher education accounts • Experienced in complex customer success, specifically managing accounts with multi-persona stakeholders with ongoing customer success demands • High degree of proficiency in forecasting renewals and expansion • Track record of leading and coaching a Partner Success / Customer Success team to measurably improve performance over time • Action-oriented and able to cultivate business relationships with experience collaborating and orchestrating GTM resources, including Marketing support • Experience hiring and onboarding talent into a complex customer program • Can thrive on taking initiative in a fast-moving, growth environment while generating energy from presenting to small and large groups of partners • Has the ability to conceive and execute long-term account strategies while tackling immediate challenges • Can take a learning approach, be organized and comfortable using a modern sales tech stack • Has success selling at an early-stage company that launches and monetizes add-on products • Can demonstrate proven success at achieving and exceeding customer retention and upselling goals • Proficiency with project management, especially around coordinating new implementations Experience in higher education is required • Clear understanding of recurring revenue metrics and reporting • Prior experience bringing a new product to market is a plus

🏖️ Benefits

• Stock Options • Medical, vision, and dental coverage for employees, spouses, and dependents • 401(k) • Flexible work location • Generous PTO, sick days, jury duty days, and bereavement. Three week sabbatical and $3,000 stipend after five years of continuous full-time employment • Inclusive parental leave, equal for all parents • $1,000 new-parent mental wellness benefit • Commuter card, if you commute • Access to One Medical • Healthcare & Dependent Care FSA