Director of Customer Success

Customer Success Director

Who We Are

CHESS Health, based in Rochester, NY, is a rapidly growing healthcare technology, software and services company focused on addressing the crisis of substance use disorder (SUD). CHESS is the developer of a smartphone app, Connections, used by individuals in treatment for and recovery from SUD. The platform consists of three products: ePrevention eIntervention, and eRecovery. These products include smartphone applications for patients, their families, and their care team, web-based referral management, digital cognitive behavioral therapy lessons, as well as an analytics and benchmarking engine. CHESS Health customers also include SUD treatment providers, state and local governments, and health plans.

The Position

CHESS is looking for a highly motivated, detail-oriented individual with passion for and commitment to supporting new and current CHESS Health customers to succeed in the use of the CHESS solutions. The key responsibility of a high-performing team member is their demonstrated ability in leading large-scale implementations from start to go-live/implementation/integration, balancing multiple projects/customers at varying stages in the project lifecycle with precision and success, while adopting best practices and effective project management.

Key Points

• The position functions as an individual contributor managing complex projects.
• The position’s key responsibilities are related to project management and process improvement. Within CHESS Health’s infrastructure, Customer Success = Project Management function.
• The position requires demonstrated experience with managing large-scale projects in a pure project management capacity (i.e. separate from account/program/technical management).
• The position requires the above-referenced experience within the healthcare industry, such as payer health plans, patient engagement, referral management, behavioral health, social services, and/or care management.
• The position requires demonstrated experience with process improvement, ideally within a small company or startup.

Client/Stakeholder Engagement

• This position will engage with clients in the payer healthcare market
• Lead in solution design, understanding business problems, designing, and recommending solutions and project approaches to the customer
• Assess and fully understand customer business problems, develop project workplans to achieve stated project goals/objectives, and guide customers in their understanding of how our software will solve their business problem(s)
• Build strong relationships with customers and internal CHESS teams, supporting colleagues, sharing best practices, and contributing ideas to enhance success

Project Management

• Successfully lead and manage multiple complex customer software implementations, successfully balancing multiple projects/customers at varying stages in the customer lifecycle. This oversight extends to leading a matrixed team of colleagues to achieve success
• Handle the big picture and the details, to ensure that projects are organized, milestones, deadlines and deliverables are met, and no details are missed
• Serve as a key contributor to how we work, including defining and refining internal methodologies

Solutions Expertise

• Use Enterprise Analytics tool to understand in-app trends, provide actionable insights, and review outcomes with customers to drive increased adoption and use of product(s); convey expertise with regards to CHESS solutions
• Expand product functionality. Identify product enhancements with a lens of creativity to differentiate our products

Training and Mentoring

• Teach team members new software functionality as new product versions are released
• Conduct customer training while focusing on most important aspects and features.
• Develop training videos and written content which serve as additional product content to customers and end users

Travel/Location/Compensation

• This position may work remotely from a dedicated home office (if not local to Rochester, NY) or hybrid (if local to Rochester, NY)
• This position will require 25% travel within the United States, to support onsite/in-person initiatives
• The core office hours for this position are M-F, 8am-5pm ET or 8-5 CT or 8-5 MT, requiring flexibility to support clients and the business outside of these core hours, as needed
• The annual compensation for this position is up to $120,000, depending on experience and geographic location

Your Value Proposition

• Bachelor’s degree and 5+ years of experience in a customer-facing role, including interacting with customer c-suite and/or executive stakeholders, is required
• Healthcare industry experience is required; exp. with payer health plans, patient engagement, referral management, behavioral health, social services, and/or care management is a plus.
• 5+ years of experience successfully leading teams and project management of multiple complex, 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 goal/objectives is required
• 4+ years of experience supervising other’s workload, training and mentoring direct reports and/or peers and stakeholders is required
• Demonstrated ability to quickly develop a deep understanding and full knowledge of new solutions and technologies
• Excellent written and verbal communication skills with demonstrated ability to work collaboratively, build strong relationships, and lead teams (both internal and external) within a matrix environment
• Persuasive (i.e. communication style is effective at being persuasive)
• Creative, innovative, resourceful, self-directed strategic thinker who thrives working in a fast-paced environment, can navigating ambiguity, and maintain a sense of urgency

Our Value Proposition

• Competitive compensation and benefits, including a company-paid employee health plan option effective your first day of employment
• Opportunities to provide new and innovative solutions to business challenges
• Our teams ensure every customer interaction is exceptional; as such, you will be the driving force behind our high-level customer interaction
• A collaborative work environment, where you will be surrounded by highly motivated and passionate people all working together toward the same goal

CHESS Health is an Equal Opportunity Employer and prohibits discrimination of any kind during the hiring process, including but not limited to discrimination based on race, color, sex, disability, protected Veteran status, nationality, religion, age, pregnancy, sexual orientation, gender identity, genetic information, or any other non-merit-based factor. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process and to perform essential job functions. Please contact us to request an accommodation.