About the Role
We are seeking a proactive and highly motivated Sales & Customer Success Manager who is kind, patient and compassionate. The ideal candidate is not only passionate about mental health and helping people but also thrives in a fast-paced environment where coaching, communication, accountability, and data-driven strategies are key.
This position is integral to maintaining our customer service excellence, driving sales, supporting retargeting efforts, and fostering a team culture focused on quality, empathy, and growth.
Key Responsibilities
- Train new and existing staff, ensuring alignment with company goals, service quality, and ethical standards.
- Help reduce costs in the company.
- Motivate, guide, and mentor team members to achieve performance targets.
- Conduct regular team evaluations and hold the junior members accountable for their performance.
- Fill in for team members during leaves, absences, or peak demand periods.
- Host and chair meetings to maintain alignment and morale.
- Monitor and listen to calls to ensure service excellence, adherence to scripts, and emotional intelligence.
- Provide constructive feedback and coaching based on call quality and team interactions.
- Ensure prompt callbacks and proactive retargeting of potential patients.
- Personally assist in callbacks or take direct calls when necessary to meet standards or support the team.
- Conduct video calls with patients and team members to address concerns and answer queries in a clear, compassionate manner.
- Support the collection of payments, working closely with finance and customer teams.
- Maintain and exceed customer satisfaction metrics.
- Work closely with the marketing team to align messaging, strategy, and patient communication.
- Coordinate with the Google Ads team and stats team to evaluate campaign effectiveness and patient acquisition efforts.
- Keep documentation in place for all meetings, processes, etc.
- Liaise with doctors, social workers and patient advocates.
- Work on receiving client feedback and follow up with clients.
- Lead regular audits and suggest improvements based on performance data and client feedback.
Qualifications
- 5+ years in sales, customer service, and team leadership roles (healthcare industry). The candidate must have experience as a manager or a team leader.
- The candidate must be kind, patient, empathetic and compassionate.
- The candidate must be familiar with CRM systems, call review tools, and Google Ads analytics.
- The candidate must be passionate about mental health, learning, and team empowerment.
- The candidate must be able to read and talk about a topic in 48 hours.
- The candidate must have the ability to work remotely in the US time zone.(virtual desktop, home office, etc.; 9 AM to 6 PM ET)
- The candidate must understand medical billing for out-of-network services.
- The candidate must have excellent spoken English and be comfortable making inbound and outbound calls to potential patients.
