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Vice President Of Customer Success 🔥


At Big Health, our purpose is to help millions back to good mental health.

We do this through our digital therapeutics: Daylight™ for worry and anxiety, and Sleepio™, for poor sleep.

These fully automated cognitive-behavioral programs are as scalable and clinically validated as drugs. Our software combines the intimacy of the human voice, engaging animation, and clinically rigorous techniques to engage people anytime and anywhere and ultimately help them overcome their mental health issues.

Today, over 10 million people worldwide have access to Big Health’s products, via leading employers in the US (including Boston Medical, The Hartford, Google, and Home Depot ) and the UK’s NHS.

Our Customer Success team is responsible for advising Fortune 500 companies on their mental health strategies and helping them implement our products. By building strong relationships, ensuring seamless implementation, and proactively identifying new opportunities, Customer Success Managers ensure we drive impact whilst delivering a delightful client experience.

As the Vice President of Customer Success, you’ll lead our team of seasoned Customer Success Managers. You’ll be responsible for implementing our products, driving uptake, and ensuring renewal. You’ll scale the Customer Success function as we grow by hiring great people, documenting best practices, and providing strategic guidance. You’ll also help expand our business by supporting our sales team, garnering client referrals, and identifying opportunities for program expansion.

This role can be fully remote in the US.

Key Outcomes

    • Drive 125% Net Revenue Retention across our client book of business by owning product adoption within our client populations, up-selling products and maintaining our high renewal rate. 
    • Establish executive level sponsorship across our book of business
    • Dramatically improve the efficiency of CS operations by building scalable and repeatable processes - increasing the number of accounts our CSMs support from 10 to 20, without sacrificing our exceptional NPS score. 

What you bring to the role:

    • Demonstrated success leading customer-facing organizations and managing Fortune 500 clients
    • Excellent People Manager - You drive the results above by hiring and retaining exceptional talent. They are held accountable to ambitious outcomes, but feel supported and think working for you is going to drive their career growth. 
    • Structured Problem Solver - Digital Therapeutics is still a nascent industry undergoing massive growth - as a result exciting new challenges need to be addressed regularly. We are looking for someone who thrives in that environment, and is effective at breaking big problems into manageable parts a team can execute 
    • Calm Under Pressure - This is a high growth start up - things will go wrong. As an executive we look to you to instill calm into your team and dive into the problem with your XF partners to get through the rough patches.

Life at Big Health:

    • Be part of a team that includes clinical psychologists, software engineers, business leaders and even a former professional magician [shh… it’s a secret]
    • Surround yourself with the smartest, most enthusiastic and dedicated people you’ll ever meet, but who listen well, learn from their mistakes and when things go wrong, generously pull together to help each other out 
    • Check out our values [1] - they’re a living, breathing part of our culture
    • Enjoy benefits including a generous vacation policy, professional development fund, flexible working locations and more.
    • Competitive salary packages including stock options
Because we are on a mission to bring millions back to good mental health, we believe it’s essential to reflect the diversity of those we intend to serve [2]. We’re an equal opportunity employer dedicated to building a culturally and experientially diverse team that leads with empathy and respect.

Additionally, we will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Big Health participates in E-Verify and will provide the federal government with Form I-9 information from all new employees to confirm that they are authorized to work in the U.S. Big Health does not use E-Verify to pre-screen applicants.Apply for this job [3]

  1. https://www.bighealth.com/team
  2. https://blog.bighealth.com/our-part-in-addressing-racial-inequality
  3. https://jobs.lever.co/bighealth/1b720637-172e-4b9b-9e11-654968493131/apply

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