Entheo Digital is a bleeding-edge Digital Therapeutics startup based out of Austin TX, working at the intersection of Mental Health, Psychedelic Medicine, and XR. Our flagship product, SoundSelf Professional, is being deployed in a clinical and research capacity to therapists, Ketamine clinics, and mental health practitioners around the world. The product is currently in a beta period and as such, we are seeking a Customer Success Lead to grow with us in the process as we finish this beta, learn more from our customers as well as their patients/clients, and scale into mass market. We run the organization on Holacracy, so confidence in self-management and leadership initiative is a must.
Hours: 20 hours per week, fully remote.
Pay: $35/hr
Lots of room to increase pay, become full-time, and gain equity based on performance and experience.
We are seeking someone who can:
- Support the client lifecycle for a portfolio of clients, including (but not limited to) engagement, onboarding, assisting in hosting webinars, developing meeting materials, drafting emails, and leading client meetings/calls.
- Develop an understanding of clients’ needs and how our product solves for those needs. Over time, become fluent in client history, business outcomes, and future goals.
- Become an expert in Entheo Digital's offering, positioning, growth strategy, and competition.
- Partner on delivery of Entheo Digital services, from point of kick-off/sales hand-off throughout implementation, onboarding, engagement, and retention process
- Partner cross-functionally with Scientific Affairs and Sales teams to establish optimal brand messaging, inform sales strategies, and adopt scientific affairs’ best practices.
- Develop and refine data-driven processes to improve customer retention
- Develop strategic plans with and for clients that drive utilization and engagement to meet KPIs and ROI
- Serve as the “voice of the customer” for feedback surrounding Entheo Digital products and services
- Facilitate and maintain communications that represent the client and users' insights and needs, including updates with industry news as well as Entheo Digital updates
- Align with the Sales team at handoff to identify opportunities for custom-tailoring the engagement experience, and expansion and upselling of Entheo Digital products to other verticals or clients.
- Escalate service issues with the appropriate team member as needed.
Qualities we’re looking for:
- Attention to detail: Extreme attention to detail and accuracy. Understands the downstream effects of careless errors and has a strong drive for flawless execution and delivery.
- Deep knowledge of mental healthcare: Able to understand the needs of patients, therapists, doctors, payers, and health systems. Able to understand and communicate the potential for digital health services for improving mental health.
- Project management: Able to successfully manage and execute on a variety of projects, including assisting with projects belonging to other team members and teams.
- Analytical (Data-driven): Able to analyze various enrollment and utilization reports, and develop analyses of client data, to provide meaningful insights and recommendations to clients and the team.
- Self-starter: Can work independently with little oversight, able to execute tasks and projects in an environment with competing demands.