Customer Success and Growth Associate

June 18

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Journey Clinical

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

11 - 50

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!