Senior Customer Success Manager

About Starling Minds

At Starling Minds, we empower organizations and their leaders to attract and retain the best talent by offering crucial mental health support that rivals in-person care. 

Currently, we're facing a global mental health crisis. Approximately 1 in 4 people are struggling with their mental health, yet 60% go untreated due to barriers like cost, access, and stigma. This lack of treatment incurs heavy costs for both individuals and businesses. 

Our mission at Starling Minds is to provide the best and most affordable, personalized digital mental health care. 

Featuring a suite of 100% digital Cognitive Behaviour Therapy (CBT) options, our program tailors mental health plans for stress, anxiety, burnout, depression, substance use, and more. By ensuring comprehensive mental health support, we help organizations not only attract but also keep their best talent feeling happy, energized, and healthy.

Summary of Role

We’re looking for a Senior Customer Success Manager who is energetic, organized and creative.  They will manage new and existing accounts while building deep and meaningful customer relationships. As Starling grows, our customer base is constantly evolving, and that is exactly what we are looking for in our newest Senior CSM - someone who is a strategic thinker, problem solver, and team player!

About You

You are dedicated to providing the best service to customers and committed to tackling and overcoming challenges. You are a life-long learner, and a strong advocate for mental health. You are looking to advance your career in a strategic role at a fast-paced company. 

Core Responsibilities

• Launch, onboard and train new customers and partners
• Lead Starling’s day to day account communication and management of customers and partners (reporting, health checks, etc.)
• Develop and deliver strategic business reviews that analyze key customer data and make recommendations to drive adoption and engagement
• Working closely with our customer engagement team, you will actively monitor customer adoption throughout the length of the relationship to ensure high uptake of the Starling program. 
• Identify and drive expansion opportunities as you guide customers through success milestones
• Internal Advocacy: Advocate for product features and improvements as the voice of the customer and works cross-functionally with internal product teams to champion change
• Renewing client agreements
• Proactively reaching out to clients & decision makers to ensure retention
• Preventing churn – understanding competition, and addressing clients concerns or requests
• Understanding user satisfaction and presenting NPS scores to clients
• Understanding client’s satisfaction measures: e.g., NPS & satisfaction ratings of clients and their employees, app ratings & reviews, clients care ratings & reviews, any other diagnostic that can infer satisfaction of our clients and end-users
• Present to large groups in person and via webinars

Skills and Requirements

• Minimum 6 years in a high-performance account management capacity (SaaS) with proven results driving satisfaction and revenue
• Experience managing partner relationships
• Experience in a high-growth / start-up environment
• Ability to travel within Canada and the US for on-site customer meetings and events
• Ability to communicate and foster deep relationships with stakeholders at all levels (individual users, executive contacts, etc.)
• Present enthusiastically to large groups
• Energetic, organized and driven
• Strategic and data-driven decision making
• Excellent oral and written communication skills
• Bachelor’s degree or equivalent

Nice to haves

• Bilingual (English/French)
• Understanding of technical integration options including APIs, SSO, etc. 

Job Details

• Reports to: Director of Customer Success
• Base salary: $75,000 - $95,000, depending on experience
• Commission: Currently no targets / quotas, but commission available on account growth and renewal term length
• Full time permanent position, 40 hours per week
• Location: Remote role with preference for employee located in Ontario or Quebec