Director, Customer Success Strategy & Enablement

Hazel Health is the nation's largest virtual provider of school-based healthcare services, and has been recognized by Fast Company as “one of the world’s most innovative places to work” in 2023. 

By partnering with districts and health plans across the country, Hazel transforms schools into the most accessible front door to physical and mental healthcare. Today, Hazel's diverse team of licensed providers deliver therapy and medical services virtually (in school or at home) to over four million K-12 students — regardless of their insurance status or ability to pay. Hazel aims to remove all barriers to the mental and physical health care that children need to thrive: in school, at home, and in life.

Helping students and their families feel better takes a team of smart, dedicated people. As an integral member of the Hazel team, you will

• Make an Impact: Work with a team that is increasing equitable access to quality health care experiences for students and their families.
• Enable Scale: Work with a team that is building and professionalizing a high growth high impact social enterprise.
• Feel Valued: Work with a team that is being compensated competitively, developed professionally, and celebrated frequently for making a meaningful difference.

Check us out at Hazel Health Careers. 

The Role:

The Director of Customer Success Strategy and Enablement will drive and execute the strategic objectives of Hazel’s account management and customer success function. This role will be responsible for leading the processes, systems and structures needed to activate and engage customers in our target markets, measure success against those efforts and leverage insights to make meaningful improvements.

Location: Remote

What You’ll Do:

• Evaluate and iterate on the post-sales and customer success team’s model to identify clear responsibilities and goals
• Define and execute on internal processes to track performance against key objectives and success metrics and company revenue targets, in collaboration with Market Leaders 
• Support Market Leaders with facilitation of performance management, monitoring, and review process, including working with support functions like Finance and Analytics
• Create effective cross-functional operating models to drive improved customer service and retention
• Collaborate with Sales, Implementation, Care Delivery, Product, and Marketing to align roles, responsibilities, priorities, and centralized action plans for how we drive continued improvement in our service delivery
• Create forums, communication channels, and standardized processes needed to manage and remediate account-specific issues and insights with key cross-functional partners. 
• Ensure cross-functional priorities are clear and directed against agreed upon SLAs
• Create more robust customer engagement strategies, priorities and tactics
• In partnership with Marketing and the Customer Success team, drive thoughtful and efficient activation and engagement strategies that represents the voice of the Hazel customer 
• Arm the customer success and account management teams with the playbooks, tactics, and centralized materials to deliver on our engagement targets
• Leverage usage of current tools and systems to track customer performance, activity and retention, ensuring it’s used appropriately across the team
• People Management and Team Leadership
• Manage and coach a Customer Success enablement team member 

What Excites Us:

• Strategic Planning: you are an expert strategist, defining a vision and clear goals for the future of the post-sales team aligned to Hazel’s growth plans, revenue drivers and departmental priorities and holding stakeholders accountable to shared outcomes.
• Best practices and standardization: you develop and disseminate best practices, standardized methodologies, and repeatable processes to help ensure consistency and quality
• Continuous improvement: you emphasize a culture of learning and iterative enhancement, regularly measuring outcomes and refining the approach to thoughtfully innovate
• Data-driven decision making: you leverage robust analytics and performance metrics to guide decisions, ensuring initiatives are not only innovative, but also effective and accountable
• Collaboration and knowledge sharing: you break down silos, fostering cross-functional collaboration and open communication
• Innovation and agility:  you encourage experimentation and agile responses to market changes; you are proactive in identifying new opportunities and quickly adapting to evolving needs
• Customer-centricity: you ensure all initiatives hold the customer at the center to enhance their experience and increase satisfaction
• Cost efficiency and scalability: you prioritize efficient resource allocation and maintain rigorous cost controls while designing processes and initiatives that are scalable, and expand impact without compromising financial discipline or operational efficiency
• Background and experience: 
• You have 10+ years of experience (or 8+ years of experience with an MBA or related advanced degree) in a similar role at a fast-paced start-up or high-growth organization
• Prior experience in an operational and customer service or account management capacity at a high-growth company required
• Prior experience in a strategy or management consulting capacity preferred
• Prior ed-tech or educational sales a plus

If you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway.

Total compensation for this role is market competitive, with a base salary range of $155,000 - $185,000, annual performance bonus eligibility, stock options, a 401k match, healthcare coverage, paid time off, and a broad range of other benefits and perks. Review our benefits at Hazel Health Benefits.

We believe talent is everywhere, and so is opportunity. While we have a physical office in Dallas, we have embraced working remotely throughout the United States. While some roles may require proximity to our Dallas office, remote roles can sit in any of the following states: AZ, CA, CO, DC, DE, FL, GA, HI, IA, IL, ME, MD, MA, MI, MO, NE, NV, NJ, NM, NY, NC, OR, PA, RI, SC, TN, TX, VT, VA, WA and WI. Please only apply if you live and work full-time in one of the states listed above or plan to relocate to one of these states before starting your employment with Hazel. State locations and specifics are subject to change as our hiring requirements shift.

We are committed to creating a diverse, inclusive and equitable workplace. Hazel Health values the minds, experiences and perspectives of people from all walks of life. We are proud to value diversity and be an equal opportunity employer. Hazel will consider qualified applicants with an arrest or conviction record for employment in accordance with state and local laws and "fair chance" ordinances. For all Hazel positions, a criminal background check is required following a contingent offer of employment. Learn more about working with us at Hazel Health Life.