Senior Customer Success Consultant

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $72k - $92k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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CHESS Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🏥 Healthcare

☁️ SaaS

🤝 B2B

💰 $5.4M Venture Round - CHESS Health on 2021-12

Healthcare • SaaS • B2B

CHESS Health is a leading provider of evidence-based digital behavioral health solutions focused on substance use disorder (SUD) prevention, retention, and recovery support. Their platform includes the Connections app (peer-backed recovery and crisis support), a rewards engine, automated SBIRT prevention tools, care coordination and closed-loop referral features, and services for providers, health plans, and public-sector organizations. CHESS emphasizes peer support, 24/7 engagement, and integration with health systems (they note HITRUST r2 certification) but clarify they are not a treatment provider.

📋 Description

• Support solution design, understand business problems, design and recommend solutions and project approaches to customers • Assess customer business problems and develop project workplans to achieve stated project goals and objectives • Guide customers in understanding how CHESS software solves their business problems • Build strong relationships with customers and internal CHESS teams • Lead and manage multiple customer software implementations across varying stages of the customer lifecycle • Lead a matrixed team of colleagues to achieve project success • Ensure projects are organized and milestones, deadlines, and deliverables are met • Use Enterprise Analytics to understand in-app trends, provide actionable insights, and review outcomes with customers to drive product adoption • Convey expertise regarding CHESS solutions and identify creative product enhancements • Teach team members new software functionality as product versions are released • Conduct customer training focused on important aspects and features • Develop training videos and written content for customers and end users • Travel approximately 15% within the United States to support customers in person

🎯 Requirements

• Bachelor’s degree and 1+ years of experience in a customer-facing role, including interacting with customer C-suite and/or executive stakeholders, required • Healthcare industry experience required • 5+ years of experience successfully leading teams and project management of multiple, state-wide or other large-scale implementations of at least one solution, while managing multiple customer implementations, including developing project workplans to achieve stated project goals/objectives, required • 1+ years of experience supervising others’ workload, training and mentoring direct reports and/or peers and stakeholders, required • Ability to quickly develop a deep understanding and full knowledge of new solutions and technologies • Excellent written and verbal communication skills • Ability to work collaboratively, build strong relationships, and lead teams within a matrix environment • Creative, innovative, resourceful, self-directed strategic thinker who thrives in a fast-paced environment, navigates ambiguity, and maintains a sense of urgency • Experience with payer health plans, patient engagement, referral management, behavioral health, social services, and/or care management is a plus • Ability to work remotely from a dedicated home office within the United States • Ability to travel approximately 15% within the United States • Flexibility to support clients and the business outside core hours as needed

🏖️ Benefits

• Competitive compensation and benefits • Company-paid employee health plan option effective your first day of employment • Opportunities to provide new and innovative solutions to business challenges • Collaborative work environment • Reasonable accommodations for individuals with disabilities