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Sovereign’s Capital
Sovereign’s Capital

Founding Customer Success Manager

Passage Health

Passage Health

Customer Service, Sales & Business Development
New York, NY, USA · Remote
Posted on Wednesday, May 15, 2024

Location: NYC hybrid

Hiring Period: July 2023 - Present

Compensation: $90K-$130K + equity

Hiring Manager: Bill White (CEO)

About Passage Health

Passage Health is a fast-growing start-up, on a mission to improve the quality and accessibility of autism care through dynamic software solutions. The diagnosis rate for autism has skyrocketed in the last 10 years to 1 in 36 children. Those children will have to wait up to 1 year to receive therapy as service providers, hampered by antiquated technology, are struggling to meet surging demand. We are building a modern electronic medical record (EMR) that will revolutionize the $460B autism care market.

About the role

As the Founding Customer Success Manager, you will be the first customer success hire and have a critical role in growing an early-stage startup. You will work alongside the CEO to build trusted relationships with our customers and create processes for the customer success function. This role will be responsible for implementation and onboarding of new customers and ensuring their ongoing success with our software solutions, contributing to high customer satisfaction and retention.

What you will be doing

  • Develop and implement strategies, processes, and materials to help onboard new clients effectively, ensuring a seamless transition to Passage
  • Serve as the primary point of contact for customers, providing ongoing support, training, and guidance to maximize their utilization and satisfaction
  • Proactively identify opportunities to add value and address customer needs, working closely with the product development team to prioritize and implement enhancements
  • Monitor customer health and engagement metrics, identifying potential risks and taking proactive measures to mitigate churn
  • Act as the voice of the customer internally, providing feedback and insights to inform product roadmap decisions and strategic initiatives

What you will bring

  • 3+ years in customer success, account management, or software implementation, preferably within B2B software startup
  • Demonstrated experience building structure and repeatable processes within a start-up environment
  • Exceptional interpersonal and communication skills, with a genuine passion for building relationships and helping others succeed
  • Strong problem-solving abilities and a proactive, customer-centric approach to addressing challenges and opportunities
  • Embraces ownership mindset with ability to take initiative in a fast-paced start-up setting
  • Strong organizational skills with excellent attention to detail
  • Superb judgment and integrity
  • Personal connection to autism or autism care is a plus

Why this role might be a great fit for you?

  • Opportunity to make a tremendous impact on the company and its customers as part of the founding customer success team
  • Meaningful work that directly impacts the lives of those in the autism community
  • Preference for working in a fast-paced environment with exciting challenges
  • Competitive salary and equity compensation
  • Healthcare, dental, and vision benefits

Passage Health is an equal opportunity employer and encourages all applicants from every background and life experience without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.