LYSSN.IO, INC. is looking for a Customer Success and Implementation Manager specializing in Health and Human Services. You will build and manage relationships with state and regional child welfare agencies, primarily in California, ensuring the successful adoption of Lyssn's training and monitoring technologies. Core success is measured by customer retention, account growth, and generating new customer activity.
What You'll Do
- Build strong relationships with state and regional child welfare agencies, with a specific focus on California.
- Work with internal teams to identify gaps in scaling customer and account management processes.
- Ensure customer feedback is communicated and addressed by collaborating with technical support and product teams.
- Liaise between customers and compliance, finance, development, and sales teams to ensure client success post-sale.
- Manage, track, and document all customer contract deliverables from implementation through ongoing sustainment.
- Utilize Lyssn's implementation framework with state and county agencies and their contracted service providers.
- Orient and onboard new customers to Lyssn's products and educate them on their benefits.
- Develop resources to support customers in their use of Lyssn.
- Guide best practices for using Lyssn in complex implementation projects related to evidence-based practices and FFPSA.
- Gain expert knowledge of Lyssn's products and their value proposition within HHS.
- Establish strong, open relationships with agency administrators, customer leadership, and other stakeholders.
- Collaborate with the internal sales team to ensure smooth handoffs from prospective to established customer.
- Utilize internal project management and CRM tools to track customer deliverables and document activities.
- Manage multiple customer relationships and priorities strategically with an eye towards retention and expansion.
What We're Looking For
- 5+ years of experience in Child Welfare or related fields, including experience with high-level state or local government agency administrators and/or as front line staff.
- Experience in one or more of: managing projects/implementations in social services settings, health and human services workforce training, implementation science, large-scale EBP adoption, program evaluation, or fidelity monitoring.
- Basic knowledge of FFPSA and its relevance to child welfare.
- Tech-savvy with the ability to learn new technology and online tools quickly.
- Strong understanding of the technical language used by Child Welfare professionals.
- Enthusiasm for talking about how technology can solve problems for public sector customers.
- Basic, high-level understanding of SACWIS/CCWIS systems.
- Experience with and understanding of public sector customers.
- Experience communicating effectively with diverse stakeholders.
- Clear and polished communication skills.
- Natural ability to collaborate and work with cross-functional teams.
- Proven reliability and flexibility to work independently demonstrating high organizational skills and attention to detail.
- Technically adept, self-motivated, and driven by results.
Nice to Have
- Strong preference given to candidates with experience in or working with California social service systems.
- Prior customer success or SaaS experience.
- Experience working with HubSpot or a similar CRM platform.
- Ability to travel within California up to 50% of the time.
Team & Environment
You will report to Emily Smith Goering, Senior Implementation and Customer Success Manager. All Lyssn employees may interact with this position.
Benefits & Compensation
- Compensation range: $90,000 to $130,000 depending on experience, with 30% of salary determined by retention and commissions.
- Equity: New employees are granted stock options (subject to board approval).
- Medical (Regence Blue Cross), Dental (Delta Dental), Vision (VSP).
- Life/AD&D and Long Term Disability insurance.
- Excepted Benefit Health Reimbursement Arrangement (EBHRA) or Health Saving Account (HSA).
- Employee assistance program.
- 401(k) retirement plan.
- Paid Leave: vacation, sick, holiday, bereavement, parental leave, jury duty.
- Corporate matching charitable giving program.
- Internet and Home Office Stipend.
- Professional development support.
Work Mode
This is a remote position. The company base is in Seattle, WA.
Lyssn is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are committed to fair employment practices regarding citizenship.
