Customer Success and Growth Associate

June 18, 2024

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Journey Clinical

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Journey Clinical is a platform specializing in psychedelic-assisted psychotherapy for mental health treatment. The company partners with licensed mental health professionals to offer evidence-based treatments, starting with Ketamine-Assisted Psychotherapy (KAP). Journey Clinical provides therapists with the tools to deliver safe and effective KAP, reporting improvements in depression and anxiety clinical scores for 87% of patients after two medical visits. The company collaborates with a world-class medical team for comprehensive care that includes KAP screening, prescriptions, outcome monitoring, and psychiatric medication management. Journey Clinical focuses on holistic mental health treatments in partnership with trusted therapists to address the root causes of mental health issues.

Psychedelic therapy • Psychedelic medicine • Healthcare • Psychedelic science • Start-up

11 - 50 employees

⚕️ Healthcare Insurance

🧘 Wellness

📋 Description

• Provide coaching to existing therapist-users to adopt the JC platform (e.g. layout success criteria and co-create relationship-specific success plans with measurable objectives with clients) • Demo our platform to our community of therapist-users to guide them and answer all questions they have, as they work to integrate KAP into their practices • Manage day-to-day customer requests through a shared mailbox and member support across multiple channels (SMS, phone, emails) • Bring feedback and share insights with the team to generate new product ideas and requests • Work with your direct manager to (i) identify “at-risk” customers (ii) execute experiments with A/B testing and document playbooks to improve platform adoption (iii) and escalate open questions and concerns • Collaborate with cross-functional teams to drive continuous process improvements and deliver a world-class support experience

🎯 Requirements

• 3+ years in Coaching, Customer Success, Relationship Management, Account Management, or similar role in a customer-centric environment • Prior experience in healthcare is a plus, particularly in mental health, clinical psychology or psychotherapy • 1-3 years of experience in an early-stage startup environment (prior to series B) • Ability to coach and mentor others to achieve expected outcomes while being empathetic • People-first mindset with a desire to help our customers reach their goals • Highly organized and detail-oriented • Great listening and relationship-building skills • Exceptional verbal and written communication skills where you can craft compelling and concise messages to explain concepts and provide feedback in a positive-active manner • Demonstrated experience collaborating with internal teams where you thrive in collaborative environments and enjoy problem-solving • Demonstrated ability to learn quickly, iterate, pivot, and move fast with flexibility and adaptability; is not afraid of change but embraces it as an opportunity for innovation and personal growth • Data-driven approach to success using KPIs and analytics to measure goals • Comfortable using tools to complete day-to-day tasks including G-suite, Hubspot, Stripe, Zendesk, Calendly, etc. • Self-starter who gets a kick out of building a new product, and is comfortable working without guardrails

🏖️ Benefits

• Fully remote role • Flexible working hours • Competitive hourly pay • Growth opportunities and a high level of freedom • Ketamine-assisted psychotherapy (KAP) training and mentorship given by leading industry experts • Work with a team of industry leading experts, who are highly collaborative, disciplined, and who have fun working together • The opportunity to change the way we approach mental health by advancing the mainstream adoption of psychedelic assisted psychotherapy and make a positive impact on the lives of 100M+ people who are suffering from depression and anxiety in the US today!