Enterprise Customer Success Manager - SMB Market at Cerebral

Company Overview

Cerebral is a leading online mental health company dedicated to improving access to high-quality mental healthcare. Our mission is to democratize mental healthcare by providing affordable and convenient access to personalized treatment plans, including medication management and therapy. We are a fully remote-first company, embracing the flexibility and productivity that comes with a distributed workforce. At Cerebral, we believe in fostering a supportive and collaborative virtual environment where every team member can thrive, regardless of their location.

Position Summary

We are seeking a highly motivated and results-oriented Enterprise Customer Success Manager to join our growing SMB (Small to Medium Business) team at Cerebral. This is a fully remote position, allowing you to work from anywhere in the United States. As an Enterprise Customer Success Manager, you will be responsible for building and maintaining strong relationships with our key SMB clients, ensuring their satisfaction, driving adoption of our platform, and ultimately contributing to their success. You will act as a trusted advisor, understanding their unique needs and providing tailored solutions to help them achieve their mental healthcare goals. This role requires excellent communication, problem-solving, and relationship-building skills in a virtual environment.

Key Responsibilities

• Serve as the primary point of contact for a portfolio of Enterprise SMB clients, building strong and lasting relationships.
• Proactively engage with clients to understand their business objectives, identify opportunities for improvement, and ensure they are maximizing the value of Cerebral’s services.
• Develop and execute customized success plans for each client, outlining strategies for achieving their goals and tracking progress.
• Conduct regular check-in calls and virtual meetings to review performance, address any concerns, and provide ongoing support.
• Onboard new clients and train them on the Cerebral platform and best practices.
• Monitor client usage and engagement metrics, identifying and addressing any potential issues or risks.
• Collaborate with internal teams, including sales, marketing, and product development, to advocate for client needs and drive product improvements.
• Identify and pursue opportunities for upselling and cross-selling Cerebral's services.
• Maintain accurate and up-to-date records of client interactions and progress in our CRM system.
• Contribute to the development of best practices and processes for customer success within the SMB team.
• Participate in virtual team meetings and training sessions.

Required Qualifications

• Bachelor's degree in business, healthcare, or a related field.
• 3+ years of experience in customer success, account management, or a similar role, ideally within a SaaS or healthcare environment.
• Proven track record of building and maintaining strong client relationships.
• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a remote team.
• Proficiency in using CRM systems (e.g., Salesforce) and other customer success tools.
• Must be based in the United States and able to work remotely.

Technical Requirements

As a fully remote employee, you must meet the following technical requirements:

• Dedicated home office space free from distractions.
• Reliable high-speed internet connection (minimum download speed of 50 Mbps and upload speed of 10 Mbps).
• Computer with webcam and microphone.
• Ability to use video conferencing software (e.g., Zoom, Google Meet).
• Comfortable working in a fully remote environment and utilizing virtual collaboration tools (e.g., Slack, Google Workspace).
• Must be able to work during core business hours and be responsive to communication during these times. Preference given to candidates within the Eastern or Central time zones to allow for optimal client interaction.

Desired Skills

• Experience working with SMB clients.
• Familiarity with the mental healthcare industry.
• Experience using customer success platforms (e.g., Gainsight, Totango).
• Strong organizational and time management skills.
• Ability to adapt to a fast-paced and constantly evolving environment.
• Experience with virtual team building activities and remote collaboration strategies.

Compensation & Benefits

The annual salary range for this fully remote position is $85,000 - $110,000, commensurate with experience. In addition to competitive pay, Cerebral offers a comprehensive benefits package, including:

• Medical, dental, and vision insurance.
• Paid time off (PTO) and holidays.
• 401(k) with company match.
• Home office stipend to help you set up your remote workspace.
• Equipment provided: Cerebral will provide a laptop and other necessary equipment.
• Flexible working hours within a reasonable timeframe to accommodate client and team needs.
• Virtual onboarding program to ensure a smooth transition to our remote work environment.
• Opportunities for professional development and growth.
• Regular virtual team building activities and social events to foster connection and camaraderie.
• Access to Cerebral's mental health services.
• Minimal travel may be required for occasional team meetups (less than 5% of the time).

How to Apply

If you are a passionate and driven customer success professional with a desire to work in a fully remote environment and make a positive impact on people's lives, we encourage you to apply! Please submit your resume and a cover letter highlighting your relevant experience and why you are interested in joining Cerebral’s SMB team. Our virtual hiring process ensures a seamless and efficient experience for remote candidates. We look forward to hearing from you!