Join Our Team

Head of Customer Success

What You’ll Do

As a Head of Customer Success, you will oversee each customer’s journey and ensure they have a positive and impactful experience with our company and you will grow and lead our Customer Success (known as Service Navigators) department as they support our customers’ goals. Your core areas of responsibility will include:
 

  • Customer Success Strategy and Department Lead

    • Owns the vision of the department

    • Collaborates with other key departments

    • Sets Service Navigator team Priorities

    • Leads the team to achieve high NPS score

    • Manages department budget

    • Manages Service Navigator timelines and milestones
       

  • Manages Service Navigator Team and affiliated roles

    • High employee satisfaction and team retention

    • Ensures quality customer support through coaching and evaluation

    • Supports team growth and career development
       

  • Recruits Service Navigator Team

    • Leads and scales this team to 40+ hires in 2022

    • Lead improvements to recruiting outreach and hiring process
       

  • Service Navigator Training and Development
    • Iterates on current training curriculum

    • Evaluates skill training, practice and mastery

    • Supports training improvements to advance quality and ability to scale
       

  • Customer Success Operations 

    • Manages client to Navigator matches

    • Tracks quality and efficiency of service delivery

    • Implements Process improvements

What We’re Looking For

We’re looking for someone who believes in the mission and desires to provide the highest quality experience to our clients who, oftentimes, have felt confused and lost in the system. We are looking for a candidate who can jump right in and take ownership of new work streams. Navigating the environment of a new start-up can be both exciting and challenging; we’re looking for someone who embraces ambiguity, pushes through roadblocks, identifies issues and proactively solves them. This position requires the ability to adapt and apply your skills to all areas of the company.

 

The ideal candidate is efficiency-minded and able to assess processes and determine areas of improvement. Experience in crisis management and human resources are critical to this role. 

 

Being an expert in disability services is not a requirement for this role. The desire to lead a neurodiverse team is required. We’re looking for someone who aligns with our mission and culture, values diversity and honors inclusive work practices, and is empathetic to our customers and team.

Your Background 

  • Minimum of 4 years of management experience 

  • Proven track record of implementing and managing processes critical to customer success

  • Demonstrated experience leading teams to meet and exceed performance goals

  • Experience designing and implementing talent cultivating programs that grow strong teams

  • Outstanding communication and leadership skills

  • Collaborative approach and ability to foster effective stakeholder relationships

  • Commitment to excellence and providing a superior customer experience

  • Experience managing competing priorities in a fast-paced environment

  • Experience with the Developmental Disability Community (professional experience preferred)

  • Passion and excitement for NeuroNav’s mission

  • Empathetic, patient, non-judgmental, and genuine

  • Master’s Degree or equivalent work experience

  • Experience with Microsoft Office & Google Suite

  • Multi-lingual (Spanish preferred)

  • Must have reliable high-speed internet connection and a quiet work environment

*We are a neurodiverse and racially diverse team. We believe in creating opportunities for all and encourage neurodiverse and racially diverse applications. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Position Type, Salary, & Schedule

This is a full-time position​

Competitive salary + equity

The work schedule for this position is generally Monday through Friday 9 am to 5 pm (PT) with occasional work on evenings and weekends.

Benefits and Perks

  • Diverse and inclusive culture

  • Stipend for health, vision, & dental insurance

  • 401(k)

  • Paid time off

  • Life insurance

  • Ability to work from home

Application Process

  • Submit your cover letter and resume to info@neuronav.org 
     

  • Applications will be reviewed as soon as they are received. Applications accepted on a rolling basis with priority for those submitted by February 1, 2021.
     

  • Candidates must successfully complete a background check. A Confidentiality Agreement and Intellectual Property Agreement must be signed upon offer.