Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice management, data, and billing solutions drive exceptional clinical and financial outcomes. 

Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more efficient, improve revenue, and enable them to focus on patient care.

For more information, explore our solutions at therapybrands.com. 

The Manager, Customer Success Programs will drive business results across the Therapy Brand companies through programs that will improve churn, revenue retention, and customer engagement.   

PRIMARY RESPONSIBILITIES OF THIS POSITION 

• Define, create, and manage programs for the Customer Success Team related to their expertise of the managing customer relationships, customer engagements, and customer programs. 
• Work with the Sr. Director of Customer Success to create and execute a roadmap for the team and mechanisms to create program efficiencies. Collaborate cross functionally with Team’s directors in formalizing playbooks for both internal processes and operational flows with Sales, Support, Account Management, Marketing, Product, and Development and Operations teams. 
• Drive product adoption of existing and new features/products at scale through the CSM organization 
• Creates and drives product adoption programs across various customer products by leveraging data such as usage, billing, support to help form these outreach programs 
• Analyze NPS data and work with General Managers to drive plans for improvement. 
• Lead and coordinate product user groups and use communities 
• Consult in the creation of KPIs to monitor retention and churn of our customer base. 
• Create and drive churn detection and risk mitigation programs by leveraging various touchpoints across the customer lifecycle.  
• Identify knowledge gaps affecting the team’s productivity and our customers’ experience and present plans for resolutions. 

Thrive@TherapyBrands

• Bachelor’s Degree in Business, Industrial Engineering, or equivalent experience 
• Master’s Degree a plus 
• Minimum of 5-7 years in a customer success program manager role or similar program management related experience 
• You are customer-oriented and strive to create exceptional customer experiences at scale through multiple teams and resources. 
• You are extremely analytical: you can take a problem, analyze it, break it down into smaller blocks, and address those without losing sight of the big picture. 
• You are passionate about creating order by building and operationalizing processes, both within a team and cross functionally. 
• You are passionate about documenting everything. You don’t believe in knowledge that sits in people’s head, and work tirelessly to ensure everything is documented and easily accessible. 
• You have experience in managing and running customer engagement programs in a relationship driven B2B SaaS.  Experience in creating automated, scalable customer engagement programs 
• You are experienced with both qualitative and quantitative tasks and leveraging data. 
• Familiarity and experience with CRM, customer communication tools, and churn mitigation processes and programs 

All your information will be kept confidential according to EEO guidelines.

At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. ​

​We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status. 

Therapy Brands is an equal opportunity employer.