Behavioral Health Customer Success Manager

Lyssn.io, Inc. (Lyssn) is the most advanced and established software platform using AI for the next generation of behavioral healthcare and human services training, assessment, automation and improvement.

Working at Lyssn

We founded Lyssn with a single conviction: Health and well-being is a basic human right, and people who are suffering should have access to the best quality treatments. Our vision is to design clinical, evidence-based technologies (validated through peer-reviewed studies) that maximize therapists, counselors, coaches, and caseworkers’ ability to help their clients and patients at scale; and we offer a suite of technologies to enhance training, supervision, and quality assurance to do just that!

Our company spans a diverse range of innovative areas including natural language processing, machine learning, psychotherapy research, clinical assessment and behavioral coding, project management, software development, UI design, community-based research, and small business development. Nearly all of our founders (Ph.D level psychologists and data scientists) are active in Lyssn’s day-to-day business and you will be working with all of them in this role.

Inclusion is our mission

Our products train providers in acceptance and appreciation of cultural, socioeconomic, gender, religious, neuro and other core aspects of diversity. To create products that serve people from all walks of life, we need to include everyone. Therefore, we hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for psychotherapy and human services, we welcome you to join the Lyssn team.

Behavioral Health Customer Success Manager - Full Time - Remote

Lyssn is looking for an individual with a strong background in the Commercial Behavioral Health / Mental Health field to be a Customer Success Manager for Lyssn’s growing number of large Behavioral Health contracts.  The individual will develop, execute, and manage implementation and training, including needs assessment, timelines, development and refinement of implementation strategies, resource assignment, and client relationships. This individual will be responsible for building relationships with large mental health treatment organizations, CCBHCs, crisis call centers, HMOs providing behavioral healthcare services, and health coaching companies that use Lyssn for training and monitoring the use of evidence-based treatments in their organizations.   

Lyssn is looking for an individual with a strong background in Behavioral Health (including Mental Health, Substance Use, Health Coaching, Implementation Science and/or Psychotherapy).

Core success metrics for this position are 1) successful uptake of the Lyssn products with new customers, 2) customer retention, 3) growth in the value of each account / product where relevant, and 4) generating new customer activity by promoting Lyssn in the marketplace. 

Successful applicants will have long standing experience and relationships with public and private behavior health treatment organizations.  In addition, this applicant should have deep experience implementing evidence-based mental health interventions and be able to discuss the nuances of common evidence based treatment methodologies. Successful applicants will be enthusiastic and skilled about communicating ways that technology can solve real-world problems.   

Job Type / Schedule

Full-time employee, 40 hours per week, remote.

Lyssn, io, Inc. is based out of Seattle, WA. The majority of work can be conducted remotely through telecommuting.  Travel to customer sites, conferences, and in-person Lyssn team meetings is required – approximately 6-10 times per year.

Supervision

This position is available under the direction of Dr. Zac Imel, Lyssn Chief Science Officer. All Lyssn employees may interact with this position at different time points via an online interactive platform. A non-disclosure agreement will be required in this position.

Essential Functions

• Communicate with C-suite level executives as well as behavioral health clinicians, supervisors, and administrative staff, backed by a strong understanding of their business goals and objectives, along with the organization’s clinical mission and values
• Discuss and guide implementation strategies to facilitate successful uptake of the Lyssn tools into each customer’s clinical, supervision, and administrative workflows
• Monitor the client’s progress, conduct meetings pre go-live, and continue ongoing success meetings post go-live. 
• Conduct regular account meetings to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality, and communicate software releases and updates
• Discuss the relationship between high-quality training in evidence-based practices, staff retention, and client outcomes at both a high level and technical manner 
• Gain expert knowledge of Lyssn’s products, value proposition, and organizational capabilities, staff who support customer success
• Establish strong, open relationships with customer stakeholders and leadership from Lyssn’s customers
• Collaborate with existing sales efforts to ensure smooth handoffs from Sales to Customer Success functions
• Work closely with existing Lyssn staff, identify gaps or potential gaps when scaling current customer / account management processes
• Ensure that customer feedback and input is appropriately addressed, including by collaborating with the technical support and product teams on the product roadmap
• Liaise between customers and compliance, finance and customer support teams to ensure client success post-sale

Requirements

Candidates are required to demonstrate the following skills

• 7+ years in Behavioral Health or related fields including strong experience working in or with high-level administrators and / or front-line experience.  
• A strong understanding of the technical language used by behavioral health treatment professionals (including therapists, health coaches and similar roles) as well as a clear understanding of common evidence-based treatments used in this field.
• Strong understanding of the structure and typical work processes within large multi-state, multi-site organizations 
• Enthusiasm for talking about how technology can solve problems for behavioral health customers
• Basic understanding of EHR systems (at a high level)
• Deep experience with and understanding of behavioral health customers
• Experience communicating effectively with diverse stakeholders (C-suite to frontline therapists), including customers and key process stakeholders
• Clear and polished written communication skills
• Excellent speaking and listening skills with the ability to engage prospects
• Natural ability to collaborate and work with cross-functional teams
• Proven reliability and flexibility to work independently demonstrating a high degree of organizational skills and attention to detail
• Technically adept, self-motivated, and driven by results
• Outstanding negotiation skills and ability to plan and execute strong strategies

Desired Skills and Qualifications

• Prior customer success or SaaS experience is not required, but would be a major advantage in the application process
• Experience working with HubSpot (or similar platform)
• Experience working with Maxio (previously SaaSOptics & Chargify)

Salary Range

The target total compensation for this position is $90,000 to $130,000 depending on experience with 30% of that salary determined by retention and commissions. New Lyssn employees are granted stock options (subject to board approval).

Benefits

• Insurance
• Medical (Premera Blue Cross)
• Dental (Delta Dental)
• Vision (VSP Vision Care)
• Life/AD&D (Unum)
• Excepted Benefit Health Reimbursement Arrangement (EBHRA)
• Employee assistance program
• 401(k) retirement plan
• Paid Leave: vacation, sick, holiday, bereavement, parental, jury duty
• Corporate matching charitable giving program
• Internet and Home Office Stipend
• Additional benefits may be discussed during the hiring process

Lyssn is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are committed to fair employment practices regarding citizenship.