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Customer Success Manager

Virtual, Full Time

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Backed by Redesign Health, Together Senior Health (TOGETHER) is at the forefront of new approaches to Alzheimer’s, dementia and cognitive health. As part of this growth, TOGETHER is recruiting for a Customer Success Manager.

About The Company 

Together Senior Health (TOGETHER) is a digital therapeutics and brain health company that uses digitally-distributed, evidence-based social and behavioral interventions to help those with age-related cognitive issues. The company’s first product, MOVING TogetherTM, combines movement therapy and social interaction to support dementia patients and caregivers as they manage the disease. Delivered virtually via a proprietary livestream platform, evidence suggests the program delivers better symptom management results than best-in-class prescription medications. 

TOGETHER is based on 10+ years of scientific and academic research into behavioral approaches to Alzheimer’s and dementia management. MOVING TogetherTM is adapted from a regimen developed by Dr. Deborah Barnes MD, MPH, professor of psychiatry at UCSF, and Chief Science Advisor of the company. The program is backed by two Small Business Research and Innovation (SBIR) grants from the National Institutes of Health (NIH); a third grant has been awarded to adapt MOVING Together for people with earlier-stage cognitive decline.

Job Purpose

We are looking for an outstanding Customer Success Manager to be responsible for on-the-ground implementation of our enterprise customer onboarding and participant recruiting. These are vital sections of Together’s programs with home health agencies and payers. This is a new role for Together, so both execution and refinement of our processes to improve customer success are critical.


The ideal candidate for this position is a hands-on professional with the ability to work with both business customers and our program participants. You will have a breadth of skills - relationship management, efficient use of business tools, and bring a strong desire to create meaningful impact for older adults challenged with memory loss. In this role you will:

  • Work with our Enterprise partners’ customer program managers to integrate Moving Together with their services and workstreams. Provide information and training regarding our unique and innovative program, customize collateral, and support their teams to become champions of Together Senior Health in serving older adults with dementia
  • Support participant recruiting to Moving Together through adaptation, delivery, and management of lifecycle marketing best-practices. Be a resource to both contractors and potential participants to learn about and register for our programs.
  • Utilize and leverage our CRM tools (we use Hubspot) to create business efficiencies while increasing customer satisfaction
  • Support our community of older adults, families and instructors to embrace our digital health tools in a way that is intuitive and engaging and allows participation across various consumer devices and circumstances.

The ideal candidate will thrive in start-up environments, possess a can-do attitude, and be comfortable balancing competing priorities.  

Primary responsibilities:

  • Facilitate and contribute to the development of our process to recruit participants (dementia patients and caregivers) for our pilot studies, research, and ongoing commercial programs
  • Guide the customer journey for your assigned enterprise accounts to ensure participant and business success
  • Develop and nurture relationships with Enterprise customers
  • Regularly meet with Enterprise customers (remotely), answer questions via email, and use our internal project management tools to coordinate and communicate internally
  • Proactively measure, monitor, and report on client behavior, to maintain optimal customer health scores and identify opportunities for customer growth and advocacy
  • Become an expert in key areas of the product and serve as an essential advocate for our customer's product requests
  • Collaborate cross-functionally with Sales, Product, and Support teams, championing customer priorities and improvement opportunities

You will bring the following to the team: 

  • 3+ years experience as a Customer Success Manager, Program Manager, or Project Manager at a tech startup 
  • Proficiency using CRMs and customer success management tools (knowledge of Hubspot and G-suite not required but preferable)
  • Experience being accountable for Customer Success or Customer Implementation metrics focused on onboarding or processes for Enterprise customer(s) (e.g., adoption, retention, renewal, expansion, advocacy)
  • Ability to balance operational and client-facing tasks to ensure successful execution
  • Clear written and verbal communication skills, along with the ability to craft compelling presentations for technical, business and consumer audiences of varying technical skill levels
  • Good problem solving skills; ability to create clarity out of ambiguity
  • Your former colleagues and managers would say that you are trustworthy and empathetic
  • Experience working for a high-growth early-stage health tech startup (ideal but not required).

Things that would make this role a good fit for you: 

  • You want to work for a company where your input matters and the work you do has a real impact on the success of the company
  • You want to solve a large, growing, meaningful problem
  • You are a self-starter and are not afraid to work independently and among an early stage team
  • Ability to perform comfortably in a fast-paced, high-intensity, deadline-oriented work environment
  • Strong attention to detail and project management skills
  • You like to learn and build as you go
  • You are comfortable working in a less-structured, fast-paced environment where figuring things out is the norm

Location

This is a full-time, salaried, remote position. You must be authorized to work in the U.S. and live in the U.S.

Benefits

TOGETHER offers a full slate of benefits including competitive salaries, medical, dental and vision coverages, a 401(k) plan with company matching, and a laptop plus equipment stipend.


Together Senior Health (TOGETHER) is a proud Equal Opportunity Employer – we recruit, train, compensate and promote our team members based on qualifications. We know how important it is not only to include, but to actively seek out a diversity of opinions and voices.

We want to hear from you regardless of your race, religion, national origin, sex, gender identity, sexual orientation, disability, age, veteran status, or any other applicable legally protected characteristics.

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