Manager, Provider Success

| Remote
Employer Provided Salary: 116,000-145,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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<div ><p>Headway’s mission is a big one - to build a new mental health care system everyone can access. We’ve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance. </p><p>1 in 4 people in the US have a treatable mental health condition, but the majority of providers don’t accept insurance, making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to take insurance and scale their practice. </p><p>Headway was founded in 2019 – since then, we’ve grown into a diverse, national network of over 30,000 mental healthcare providers across all 50 states who run their practice on our software. We’re a Series C company with over $225m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, and Health Care Service Corporation.</p><p>We want your time here to be the most meaningful experience of your career. <strong>Join us, and help change mental healthcare for the better.</strong></p></div><p>As our first Manager of Provider Success, you will play a critical role in scaling Headway's customer success team. You will lead a team of representatives focused on the growth and retention of Headway's most valuable provider segments. You will provide guidance, mentorship, and support to help increase the number of appointments that our providers have on Headway. You will be responsible for developing and implementing strategies to optimize provider satisfaction, retention, and overall success metrics. Reporting into our Head of Provider Success, this role requires a strategic thinker with excellent leadership skills and a passion for developing new upsell and retention sales motions. </p><p><em>Who is eligible for this role? </em></p><ul><li>Previously managed customer success teams at a high volume marketplace </li></ul><p><em>What are the responsibilities of a CS Manager </em></p><ul><li>Lead, mentor, and develop a team of provider success, fostering a culture of excellence, accountability, and continuous improvement.</li><li>Develop and implement customer success strategies to enhance customer satisfaction, retention, and lifetime value.</li><li>Establish and track key performance metrics and goals for the customer success team, regularly assessing performance and making data-driven decisions to drive improvements.</li><li>Collaborate cross-functionally with product, marketing, sales, and operations teams to identify opportunities for enhancing the customer experience and increasing net revenue. </li><li>Serve as an escalation point for complex customer issues, providing prompt and effective resolution while maintaining a focus on customer satisfaction.</li><li>Develop and deliver training programs to ensure that the customer success team is equipped with the knowledge and skills needed to deliver exceptional service.</li></ul><p><em>Qualifications</em></p><ul><li>Proven experience in a customer success management role, preferably within a high-volume marketplace. </li><li>Strong leadership skills with demonstrated experience in leading and developing high-performing teams.</li><li>Excellent communication, interpersonal, and problem-solving skills, with the ability to effectively interact with customers and cross-functional teams.</li><li>Strategic thinker with a data-driven approach to decision-making and problem-solving.</li><li>Experience developing and implementing customer success strategies and initiatives, with a track record of driving measurable results.</li><li>Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.</li></ul><p><em>What tools are used on the PRR team? </em></p><ul><li>Tech stack used on PRR team:</li><ul><li>Salesforce</li><li>Churnzero</li><li>Northpass LMS</li><li>Sprout </li><li>Gmail & G Suite </li><li>Zoom </li><li>Calendly </li><li>Atlas </li><li>Gong </li></ul></ul><p><em>How is success defined in this role? </em></p><ul><li>50% team quota</li><li>30% objective achievement</li><li>20% team monthly achievement</li></ul><p>Compensation and Benefits:</p><ul><li>Salary information is based on a single salary target per role and is differentiated based on geographic location (Group A, B, or C)<ul><li>Group A: $150,000</li><li>Group B: $135,000</li><li>Group C: $120,000</li><li>Examples of cities located in each Compensation Grouping:<ul><li>Group A = NYC, SF/Bay Area, LA Area, Seattle, Boston, Austin, and San Diego</li><li>Group B = Chicago, Miami, Denver, Washington DC, Philadelphia, Atlanta, Minneapolis, Nashville, Sacramento, Phoenix, and Portland</li><li>Group C = All remaining cities</li></ul></li><li><em>Other compensation includes: discretionary bonuses and/or commission</em></li></ul></li></ul><ul><li>Benefits offered include:</li><ul><li>Equity Compensation</li><li>Medical, Dental, and Vision coverage</li><li>HSA / FSA</li><li>401K</li><li>Work-from-Home Stipend</li><li>Therapy Reimbursement</li><li data-stringify-indent="0" data-stringify-border="0">16-week parental leave for eligible employees</li><li data-stringify-indent="0" data-stringify-border="0">Carrot Fertility annual reimbursement and membership</li><li>13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st</li><li>Flexible PTO</li><li>Employee Assistance Program (EAP)</li><li>Training and professional development</li></ul></ul><div ><p><span >We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem - across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience.</span></p><p><span >Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please contact [email protected]</span></p><p><span >Headway employees work remotely across the US, with the option to work from offices in New York City and San Francisco. </span><span >Headway participates in E-Verify. To learn more, click here.<br></span></p></div>

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Technology we use

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Location

205 Hudson Ave, 9th Floor, New York, NY 10013

An Insider's view of Headway

What's something quirky about your company?

We're turning the unglamorous health insurance industry into an exciting one. This team is extremely talented and passionate, striving to change the status quo and do good, all while having tons of fun. We found a winning formula at Headway: the smartest people + a familial vibe + a beautiful mission!

Niki

Business Operations

How do you collaborate with other teams in the company?

I'm working on a project with our Growth and Operations teams, and it's been refreshing to hear each team's priorities/concerns when it comes to the product. It's important for engineers to understand how the things they build affect larger systems! So I really value working with teammates who speak to patients and healthcare providers every day.

April

Software Engineer

What makes someone successful on your team?

Headway is extremely driven by our cultural principles, one being: 'Act like a Headway owner before a functional owner.' Success at Headway means prioritizing the success of our mission and acting selflessly to contribute to Headway’s goals.

Molly

Business Development

What projects are you most excited about?

As our company has grown and evolved, so have the ways in which we need to protect the sensitive data that flows through our applications. I’ve recently moved to our Privacy Platforms team to help lead the charge around a revised Authentication and Authorization framework to both meet the needs of our users today and be extensible enough to satisfy

Alicia

Head of Enablement

What are Headway Perks + Benefits

Culture
OKR operational model
Team based strategic planning
Open office floor plan
Remote work program
Diversity
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Dental insurance
Vision insurance
Health insurance
Life insurance
Mental health benefits
Financial & Retirement
401(K)
Company equity
Child Care & Parental Leave
Generous parental leave
Family medical leave
Vacation + Time Off
Unlimited vacation policy
Paid holidays
Office Perks
Commuter benefits
Free snacks and drinks
Home-office stipend for remote employees
Professional Development
Promote from within
Mentorship program

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