Senior Director of Partner Success

Company Overview

Mantra Health is an award-winning digital mental health provider for colleges and universities. On a mission to make evidence-based mental health care more accessible to students, Mantra Health partners with higher education institutions and health insurance plans to provide undergraduate and graduate students with virtual therapy, psychiatry, crisis care, and wellness content. Mantra Health aims to provide digital and clinical services to 40 million young adults by augmenting high-quality, evidence-based clinical services with seamless campus integration. We were named a Rising Star by the 2022 UCSF Health Hub Digital Health Awards in Mental & Behavioral Health. Mantra Health solutions have been deployed across over 130 college and university campuses, including Penn State University, Massachusetts Institute of Technology, Miami Dade College, and UC Berkeley, serving over 1 million students.

Opportunity for Impact

We’re looking for a Sr. Director of Partner Success to join and lead our growing Partner Success team. The ideal candidate will provide leadership to the existing Partner Success Team. The ideal person for this role will form strong connections with our campus partners in higher education over time, allowing those partners to deepen their relationships with us. They will guide and support their team on best practices and act as an escalation point for their team. They will work closely with the Partner Success team to drive retention and expansion while identifying cross-sell opportunities for new products. The Sr. Director of Partner Success will work cross-functionally to improve systems and engagement for the Partner Success team by improving CRM workflows, KPIs, reporting, partner health checks and scoring, and forecasting. We’re seeking empathetic leaders who are skilled relationship managers and proactive, effective communicators. We're excited about candidates from all backgrounds who are passionate about our mission to make mental healthcare accessible and available to young adult students in the U.S.

What You’ll Do

• Help improve and implement updates to a comprehensive customer engagement strategy in alignment with company objectives
• Partner with the Go-To-Market leadership team to use the collective best practices to ensure customer growth, success, and retention
• Own retention and expansion performance
• Establish a trusted advisor relationship to gain long-term client relationships with partners
• Develop an annual plan to hit net dollar retention (NDR) goals, as well as expansion goals
• Coach CSMs to identify growth opportunities and drive accountability
• Define KPI dashboards and performance tracking systems
• Champion CRM adoption for renewal and expansion forecasting
• Provide leadership and guidance for the Partner Success Team, as well as day-to-day people management
• Lead weekly meetings to ensure up-to-date enablement of the team
• Act as an escalation and de-escalation point for your team, internal cross-functional stakeholders, and Mantra Health’s partners
• Help improve an account risk and health monitoring system for Mantra’s partners
• Partner with leadership in quarterly business review meetings (QBRs)
• Guide and oversee your team’s RFP response processes as appropriate
• Become an expert on Mantra’s solutions and our market
• Champion the use of Salesforce to manage accounts, opportunities, contacts, and renewals
• Travel for customer visits and internal meetings; approximately a few days per month, on average

Who You Are 

• Experience leading Customer Success teams supporting renewals and expansion within higher education accounts
• Experienced in complex customer success, specifically managing accounts with multi-persona stakeholders with ongoing customer success demands
• High degree of proficiency in forecasting renewals and expansion
• Track record of leading and coaching a Partner Success / Customer Success team to measurably improve performance over time
• Action-oriented and able to cultivate business relationships with experience collaborating and orchestrating GTM resources, including Marketing support
• Experience hiring and onboarding talent into a complex customer program
• Can thrive on taking initiative in a fast-moving, growth environment while generating energy from presenting to small and large groups of partners
• Has the ability to conceive and execute long-term account strategies while tackling immediate challenges
• Can take a learning approach, be organized and comfortable using a modern sales tech stack
• Has success selling at an early-stage company that launches and monetizes add-on products
• Can demonstrate proven success at achieving and exceeding customer retention and upselling goals
• Proficiency with project management, especially around coordinating new implementations Experience in higher education is required
• Clear understanding of recurring revenue metrics and reporting
• Prior experience bringing a new product to market is a plus

Why Choose Mantra

• A chance to collaborate with a passionate, dedicated, and innovative team focused on elevating the student experience through mental healthcare.
• Opportunities for professional growth through mentorship, cross-functional collaboration and skill development.
• Competitive salary and benefits, including PTO, equity, health insurance, etc.

Compensation & Benefits

Compensation: $220,000 - $240,000 OTE

Pay range may vary by location and is commensurate with experience and market rates.

At Mantra, our distributed team is our secret sauce that allows us to support our mission everyday. We're collaborative, empathetic, and curious. We take time to celebrate our wins and learn from our mistakes.

Each full-time employee at Mantra enjoys:

• Stock Options
• Medical, vision, and dental coverage for employees, spouses, and dependents
• 401(k)
• Flexible work location
• Generous PTO, sick days, jury duty days, and bereavement. Three week sabbatical and $3,000 stipend after five years of continuous full-time employment
• Inclusive parental leave, equal for all parents
• $1,000 new-parent mental wellness benefit
• Commuter card, if you commute
• Access to One Medical
• Healthcare & Dependent Care FSA

Mantra health is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.