Customer Success Manager (CST/EST)

About Daybreak

Daybreak Health (www.daybreakhealth.com) is building the leading digital mental health system for youth. Our mission is to create a world where every young person benefits from mental health support.

Our mental health system removes all barriers to effective care for young people: we create easy access through our school and pediatrician partners, deliver effective care through evidence-based online therapy integrated with technology, and bring consumer costs to zero through funding partnerships with government agencies and health insurance. Over the next 5 years, we plan to serve more than 25 million youth who need mental health support.

We're a YC-backed company that raised its Seed from Maven Ventures and raised our Series A from Lightspeed Ventures in early 2022 (a top 10 VC) and our Series B from Union Square Ventures in 2023 (a Top 3 VC). We're a rocket ship, with more revenue than tripling between July and November of 2021 in California and more acceleration in sight. We're hiring for critical roles to have an even bigger 2025 and expand nationally.

As a team, we are all aligned with our North Star mission. We collaborate and execute incredibly well by doing more with less (we value efficiency and output over hours worked!) and communicate clearly using writing (vs. unnecessary meetings). We are fully remote with team members nationwide and will stay that way. We value mental health: the willingness to be vulnerable is a requirement to join Daybreak. We have regular mental health days (at least once per quarter!). Lastly, we value fun and hold virtual and in-person activities.

The Role

The K12 Success Team Daybreak has two key roles - 1) an Account Manager that manages the relationship with district leaders and is responsible for contract renewals and expansions, and 2) a Customer Success Manager that leads the engagement with campus staff and is responsible for district launches (project management, technical onboarding, and training), ongoing support for school staff, and driving adoption at the campus level across their portfolio of 50+ school districts.

The team is now hiring a K12 Customer Success Manager (CSM) to increase student access to Daybreak's therapeutic interventions by leading fast and smooth school district program launches - including technical onboarding, engaging campus staff trainings, and outreach to various stakeholders to drive adoption; collaborating with Account Managers to implement district-specific adoption initiatives including admin or teacher info sessions, onsite visits, staff phone calls, and customized email campaigns; and working with team leadership to develop and modify resources, campaigns, events, processes and other tools that can be used across the team to produce results at scale.

The individual in this role will handle a diverse set of responsibilities, requiring them to navigate swiftly and prioritize effectively. The ability to adapt and allocate focus to different aspects of the role based on current needs is crucial. While this role will interact with many different stakeholders both internally and at school districts, the CSM's largest stakeholder group is campus staff - counselors, social workers, and admin in particular but also figuring out ways to reach parents and teachers. The CSM will have a portfolio of school districts that they work with, providing different levels of support depending on the district segmentation.

The ideal candidate has experience with SAAS product support and enablement, project management (keeping track of multiple concurrent customer launches that are at different phases), driving adoption at scale (think 100+ districts and 10000+ individual staff members), and working in K12 edtech. They love the energy, scrappiness, and constant evolution that comes with working in a start-up.

Key Performance Indicators:

The initial KPIs for this role are:

• Weeks from deal close to first referral submitted
• Number of referrals submitted
• % of campuses activated

Key Responsibilities

Technical Product Configuration and User Support (20% of time)

• Set up referring staff accounts through SFTP file upload and maintain master referring staff list in Google Sheets and Hubspot
• Collaborate with IT as needed to set up SFTP file integrations for larger districts
• Oversee initial and ongoing product configuration
• Respond to ongoing referring staff support requests including new account creation, account access and referral submission troubleshooting, and scope of services questions.
• Provide white glove customer support for larger districts as needed

Training and informational sessions preparation and facilitation (20% of time)

• Prepare school staff for Daybreak launches through staff trainings and ongoing info sessions.
• Facilitate engaging workshops for referring staff.
• Manage all aspects of staff info sessions / workshops including zoom set up, registration management, promotional outreach, and follow up

District-specific adoption initiatives (40% of time)

• Collaborate with account managers to provide customized interventions to districts who need additional support with adoption as well as strategic districts
• Development and execution of product adoption initiatives such as campus visits, email campaigns, webinars, data-based interventions, feedback mechanisms, and champion development (40% of time)

Team resource development (20% of time)

• Resources, processes, reporting dashboards, analyses, templates, etc that make our work scalable and smarter across our portfolio of customers. Our playbook is always in development and you will be a big contributor to it!
• Examples include creating reporting dashboards on Salesforce and Looker, running and analyzing data from a staff survey, updating resources on our help center after product or policy changes, creating new promotional resources for districts, writing a monthly staff newsletter, collaborating with our clinical team on a new webinar to offer to referring staff

Required Skills / Experience:

• Technical Product Configuration and Troubleshooting
• Customer Support
• Project Management
• Edtech / SAAS
• Start-Up
• Data Manipulation and Analysis
• Written Content + Communication
• Verbal Communication
• K12 Knowledge

Nice to Have:

• Experience working with a product or service related to mental health or social-emotional learning.
• Experience working at a K12 school district or campus

Key Traits

• Tech Savvy - You enjoy getting to know different systems and products, figuring out how to do things efficiently, and investigating user issues
• Customer Focused - Take pride in delivering swift, delightful customer support and enablement that creates program champions
• Organization Master - You can track and hit deadlines, needs, and deliverables across multiple projects/customers simultaneously using various data sources and trackers without dropping the ball
• Master Prioritizer - You have a good intuition for what is important and needs to be prioritized at any given moment. You are able to balance urgent work that needs fast turnarounds with important projects that also have deadlines. You can balance multiple responsibilities with ease.
• Fast Learner - You pick things up quickly and can figure things out independently. You are ready to hit the ground running and start helping the team on Day 1.
• Self-Starting Driver- You can figure out how to approach something, drive it forward with minimal direction, and keep all relevant stakeholders updated proactively. You don't wait to be given a project - you see needs/opportunities, propose how to meet them, and go for it.
• Dot Connector - You naturally connect the dots across different products, programs, and initiatives and use this to inform your approach and end products.
• Team Energizer - You work quickly, bringing a positive, hustler energy to the team. You work with a sense of urgency and purpose to achieve the mission.
• Natural Cross-Functional Collaborator: You deftly work with stakeholders across internal teams to achieve your goals. You are not afraid to both jump in to help as well as hold other accountable to what you need from them.
• Must be based in CST or EST Time Zones. PST will not be accepted at this time.

Nice-to-have but not required:

• Experience in the mental health or healthcare space
• Experience with Excel or Google Sheets
• Experience with salesforce or comparable customer management software

Compensation

The target base salary range for this position is $70,000 to $80,000, complemented with a competitive bonus structure. This competitive total rewards package also includes stock options and benefits. Actual pay may vary based on factors such as experience, location, internal pay equity, and other relevant business considerations.

Interview Process Outline:

1. Recruiter Screening (15 minutes, Phone Call): A friendly conversation to discuss your background, the role, and answer any initial questions you may have.
2. Hiring Manager Interview: Portfolio Management / Customer Success(30 minutes, Zoom): A deep dive into your experience and skills with the hiring manager. This is also a chance to learn more about the team and company culture.
3. Case Study(60 minutes, Zoom): Showcase your problem-solving skills and thought process. This session may include a practical exercise relevant to the role, followed by a discussion with key team members.
4. Team Interview (45 minutes, Zoom): An opportunity to connect with fellow Daybreakers to discuss your vision, long-term goals, and alignment with our mission.
5. Reference Check: We'll connect with your references to gain additional insights into your strengths and working style.

Equal Employment Opportunity

At Daybreak Health, we believe in fostering an inclusive and diverse workplace where every individual's unique background and perspective is celebrated and valued. We are committed to promoting equality, equity, and opportunity for all. We actively encourage individuals from diverse communities, including but not limited to race, ethnicity, gender identity, sexual orientation, ability, age, religion, and socioeconomic background, to apply and join our team.