Director of Customer Success

6 days ago

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Tava Health

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💰 $10M Series A on 2021-12

Description

• About Tava: • If you could spend your time doing something truly meaningful, chances are you’d choose work that could change people's lives for the better. • At Tava Health, that's exactly what we do every day. • Tava Health is a Series B startup, focused on scaling access to behavioral healthcare. • We make meaningful connections between providers and clients accessible and easy by partnering with organizations to bring high-quality mental health care to their employees, members, and communities. • We're seeking an experienced and strategic Director of Customer Success whose passion for customer impact is matched by a drive to lead, grow, and innovate. • You'll have the responsibility to ensure our diverse customer base—including employers and integrated partners—achieves measurable success while building and scaling a team that reflects our mission. • Your work will empower customers to connect their members with life-changing mental health care. • And that’s work worth doing. • Responsibilities: • Own customer retention goals, ensuring high levels of satisfaction and renewals. • Identify upsell and cross-sell opportunities, driving additional value for customers and revenue for Tava Health. • Use customer insights and data to proactively address risks and create strategies to improve the customer experience. • Develop and refine customer segmentation to ensure scalable and efficient management of accounts. • Build and implement repeatable, standardized playbooks for customer onboarding, engagement, retention, and expansion, creating consistency across the team. • Lead, mentor, and develop a small but growing team of Customer Success Managers, fostering a culture of accountability, feedback, and continuous learning. • Establish clear performance metrics and goals and equip team members with the frameworks, resources, and coaching needed to achieve them. • Represent the voice of the customer internally, collaborating cross-functionally with Product, Engineering, Data Science, Marketing, and Operations, to address customer needs and drive retention. • Work closely with Sales to support onboarding and ensure seamless handoffs. • What success looks like: • Retention: High gross and net revenue retention across customer accounts. • Customer Outcomes: Customers consistently achieve measurable goals (e.g., employee/member engagement) and report high satisfaction (e.g., NPS/CSAT). • Team Development: The team grows in strategic skills and operational execution, consistently meeting or exceeding performance metrics while delivering measurable customer impact. • Operational Impact: Repeatable processes and frameworks ensure scalability and efficiency as Tava grows. • Cross-Functional Alignment: Customer Success collaborates effectively with Product and other teams, clearly communicating customer needs while aligning with organizational priorities to drive impactful outcomes.

Requirements

• Proven ability to lead and scale a Customer Success function, particularly in a growing B2B company. • Strong strategic thinking skills, with experience designing segmentation, playbooks, and scalable engagement strategies. • Data-driven mindset, with the ability to define and track key metrics such as retention, churn, and customer satisfaction. • Exceptional communication and collaboration skills, with a proven ability to work across teams and present effectively to executive leadership. • Proven ability to manage complex enterprise relationships—understanding customer incentives, navigating dynamics, and aligning stakeholders—while coaching team members to do the same. • Demonstrated ability to navigate ambiguity and thrive in a fast-paced, evolving startup environment, balancing strategic priorities with day-to-day execution.

Benefits

• Flexible schedule • Opportunities for growth • Generous mental health benefit