Job Description
Manager of Customer Success / Implementation
at Hazel Health
Remote
Hazel Health, the national leader in school-based telehealth, was founded in 2015 to address systemic inequities in healthcare access, and ensure all children can get the quality care they need and deserve. We leverage digital health technology to provide on-demand physical and mental health care services to over 2 million students in school districts across the country.
Physical and mental telehealth has become more relevant in the lives of children than ever before. Hazel is experiencing tremendous company growth as we respond to our nation’s call for equitable, affordable, and safe virtual access to healthcare.
We are a mission-driven team of healthcare and business leaders, educators, and tech innovators, bringing together our unique skills in a meaningful way to do good in the world. Please consider joining us to share your gifts and talents with a growing and diverse organization, working to make healthcare available to all students.
The Role: Manager of Customer Success / Implementation
Location: Remote
*Flexibility to support teams spanning the East and West Coasts
As Hazel Health’s Customer Success team grows, we are looking for a Manager of Customer Success / Implementation. We are a group of 8-10 district-facing project managers and school-facing trainers responsible for the successful launch of Hazel Health’s telehealth solution with new partners. The Manager of Customer Success / Implementation will work closely with Customer Operations leadership as well as with a multitude of cross-functional partners to align customer strategy, implementation success metrics, and project execution to create an impactful, cohesive, and scalable Implementation experience.
What You’ll Do:
This is a highly cross-functional, highly visible role that spans people, portfolio, and process leadership.
People Leadership
- Hire, onboard and manage a dedicated team of Implementation Managers, ensuring they are equipped to maximize impact with our new district & school partners
- Measure team effectiveness by developing and fulfilling OKRs that align to company objectives
- Drive continuous improvement through timely feedback, 1:1 meetings, and team building across a fully-remote team
- Willingness to manage a customer implementation directly as a role model for the team
Portfolio Leadership
- Accountable for the oversight of 20+ concurrent school district launches at any given time
- Establish best practices for launching, training, and supporting new partners, with the goal of increasing early telehealth adoption to ensure customers realize the full value of Hazel’s services and reach goals for their schools and students
- Regularly meet with school district leadership teams to capture customer feedback on their launch experience and cycle it back into our overall model
Process Leadership
- Collaborate with other lane leaders across Clinical, Engineering, Growth, and Product to develop better processes, tools and models that generate successful outcomes and improve operational efficiency
Your Background:
We are looking for diverse individuals who want to support our mission and values. Please consider applying even if you don’t fully meet 100% of these criteria.
- Passion for our mission
- Ability to juggle multiple projects and initiatives simultaneously in a rapidly changing organization
- A strong advocate for the team as well as for customers
- Credible leader that develops strong working relationships in a matrixed environment
- Demonstrated ability to understand and convey information clearly.
- Data-driven decision maker comfortable with tools like Google Data Studio, Gainsight, Salesforce
Minimum Requirements
- Bachelor’s degree or above from an accredited institution
- 6+ years of post-sales experience (management consulting, technology implementation, account management) in the education, health tech or SaaS industries, with a strong preference for education background
- 3+ years of people management with a growing track record of developing and mentoring great talent, and building and motivating high achieving teams
- Meet specific fingerprinting requirements for DOJ cleared access to work on a school campus
This is an exciting position in a fast-paced organization. We offer a highly competitive compensation and benefits package.
Hazel’s Core Values:
- Exceptional Partnership: We seek to understand, align, and then work to exceed the highest expectations of those we serve.
- Always Accountable: We set high standards for ourselves and each other and deliver. We do what we say we are going to do.
- Make it Happen: Every teammate has the power and responsibility to make our company better. We are collectively imagining and building the product and company of our dreams.
- One Team: Our success is driven by building relationships and collaborating across teams, geographies and functions. Bringing in diverse perspectives and understanding everyone’s personal story drives to transformative solutions.
- Never Stop Innovating: We are bold. Our goal is to make transformational change. Sometimes we will fail, and we use it to learn and drive forward.
- Drive Impact: Everything comes down to the impact Hazel makes on people – our families and students, our teammates, our partners, our neighbors, ourselves.
Our Benefits:
This is an exciting position in a fast-paced organization. We offer:
- A competitive compensation package
- Generous, high-quality medical, dental and vision coverage on day one of employment
- 15 days PTO and 11 paid holidays annually
- 401K with a 100% employer match for contributions up to 4% of salary
- Flexible Spending Account (FSA)
- Employer-paid short-term and long-term disability and employer-sponsored life insurance
Our Stance On Diversity:
At Hazel, we don’t just accept differenceswe thrive on them. We recognize that having diverse perspectives and backgrounds among our teammates makes our company, our solutions, and our service to families and schools stronger. We are committed to making Hazel an inclusive work environment and helping all staff grow professionally.
Hazel is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, national origin, sex, gender identity, sexual orientation, age, marital status, disability status, or Veteran status.
All offers of employment are conditioned on a candidate’s consent to a background check and our satisfaction with the results. Qualified candidates with arrest and conviction records will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.