Vice President of Customer Success

| Remote
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At Big Health, our purpose is to help millions back to good mental health.

We do this through our digital therapeutics: Daylight™ for worry and anxiety, and Sleepio™, for poor sleep.

These fully automated cognitive-behavioral programs are as scalable and clinically validated as drugs. Our software combines the intimacy of the human voice, engaging animation, and clinically rigorous techniques to engage people anytime and anywhere and ultimately help them overcome their mental health issues.

Today, over 12 million people worldwide have access to Big Health’s products, via leading employers in the US (including Target, Google, and Boston Medical) and the UK’s NHS.

Our Customer Success team is responsible for advising Fortune 500 companies on their mental health strategies and helping them implement our products. By building strong relationships, ensuring seamless implementation, and proactively identifying new opportunities, Customer Success Managers ensure we drive impact whilst delivering a delightful client experience.

As the Vice President of Customer Success, you’ll lead our team of seasoned Customer Success Managers. You’ll be responsible for implementing our products, driving uptake, and ensuring renewal. You’ll scale the Customer Success function as we grow by hiring great people, documenting best practices, and providing strategic guidance. You’ll also help expand our business by supporting our sales team, garnering client referrals, and identifying opportunities for program expansion.

This role can be fully remote in the US.

What you'll do:

  • Develop and maintain strong executive-level relationships with key customer stakeholders in order to continuously improve the customer experience and ensure Big Health’s objectives are achieved
  • Maximize renewal rates, minimize customer churn, and hit recognized revenue targets
  • Optimize the customer experience by mapping and continuously improving the customer journey across launch, support, and expansion
  • Engage directly with customers to understand their needs and collaborate cross-functionally to support the customer’s desired outcomes and resolve pain points
  • Lead and grow a world-class Customer Success team
  • Partner closely with the Sales and Marketing teams to establish executive relationships with prospective and existing customers and achieve shared commercial objectives
  • Represent the voice of the customer and promote a customer-centric mindset across the company

What you bring to the role:

  • 8+ years of experience leading customer-facing organizations and managing large enterprise clients
  • Ability to ruthlessly prioritize, solve customer problems, and manage crises
  • Experience successfully leading high-functioning teams, setting and achieving ambitious targets, and continuously improving processes
  • Adept at forming strong relationships and quickly building trust with both clients and internal stakeholders
  • Track record of successfully partnering with Sales and Marketing leadership to achieve shared goals

Life at Big Health:

  • Be part of a team that includes clinical psychologists, software engineers, business leaders and even a former professional magician [shh… it’s a secret]
  • Surround yourself with the smartest, most enthusiastic and dedicated people you’ll ever meet, but who listen well, learn from their mistakes and when things go wrong, generously pull together to help each other out 
  • Check out our values - they’re a living, breathing part of our culture
  • Enjoy benefits including a generous vacation policy, professional development fund, flexible working locations and more.
  • Competitive salary packages including stock options

Because we are on a mission to bring millions back to good mental health, we believe it’s essential to reflect the diversity of those we intend to serve. We’re an equal opportunity employer dedicated to building a culturally and experientially diverse team that leads with empathy and respect.

Additionally, we will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Big Health participates in E-Verify and will provide the federal government with Form I-9 information from all new employees to confirm that they are authorized to work in the U.S. Big Health does not use E-Verify to pre-screen applicants.

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • DjangoFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • SalesforceCRM

An Insider's view of Big Health

What's the biggest problem your team is solving?

We are constantly designing and developing new ways to reach and connect with people who are looking for help with their mental health. Whether it's designing messaging that resonates or creating custom illustrations that are eye-catching and engaging we leverage design to shape the future of mental health care.

Neil

Creative Director

What makes someone successful on your team?

Work with leading clinical experts in mental health to take the best scientifically proven techniques, break them down into their core components, and then build them back up into compelling digital experiences that anyone can use. Doing this well requires a deep empathy for people and how they experience mental health, strong cross-functional coll

Lily

Director of Product Design

What unique initiatives do you have that encourage innovation?

Working with regulators on both sides of the Atlantic to shape the future of digital healthcare - we're in on the ground floor and helping to shape policy!

Brandon

Founding Engineer / Security, Privacy, and Compliance Officer

How has your career grown since starting at the company?

I was hired as a recruiting coordinator and very quickly moved into full-cycle recruiting. That was possible because of the team. Our VP of Engineering took the time to train me himself on hiring for the Engineering roles. After 18 months I was given the opportunity to work on marketing projects and then made the move fully to that team.

Lauren

Marketing Manager

What are Big Health Perks + Benefits

Culture
Friends outside of work
Team based strategic planning
Open office floor plan
Diversity
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Company Outings
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
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