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. You’ll collaborate with the Product Department on the customer lifecycle and product development with the ultimate goals of high customer satisfaction and referral rate, low customer churn, and excellent lifetime value. 

Our customers are our top priority and, ultimately, you’ll own the customer relationship process. Using your keen eye and desire for improvement, you’ll work to streamline and optimize the efficiency of our service delivery. You’ll also be in charge of crisis management including developing a response plan and playbook.

This is a management level position responsible for the growing team of Service Navigators (the facilitators who provide services to our customers). You’ll work on improving our current hiring playbook to recruit top talent in the space as well as assess the onboarding and training process to increase efficiency and effectiveness. You will also provide oversight for the Service Navigator team with goals of low turn-over rate and high employee satisfaction.

 

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, often times, have felt confused and lost in the system. We are looking for a candidate who can jump right in and take ownership of new workstreams. 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. 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

  • Patient, non-judgmental, and genuine

  • Master’s Degree or equivalent work experience

  • Experience with Microsoft Office & Google Suite

  • Multi-lingual (Spanish preferred)

  • Must have computer, 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. 

 

Position Type, Salary, & Benefits

 

This is a full-time position

Competitive salary + equity 

Benefits and Perks:

  • Diverse and inclusive culture

  • Competitive salary + equity

  • Stipend for health, vision, & dental insurance

  • 401(k) 

  • Paid time off 

  • Life insurance

  • Ability to work from home
     

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

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 April 5, 2021.

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