Customer Success Manager

Summary

Tava Health provides accessible mental health benefits through employer partnerships and supports a growing network of therapists. The Customer Success Manager will manage mid-market accounts, build strategic relationships with senior stakeholders, and oversee onboarding, engagement, renewals, expansion, and retention. The role also involves cross-functional collaboration, customer advocacy, and tracking success metrics.

Responsibilities

• Serve as the primary point of contact and trusted advisor for customers in your book of business
• Build and maintain relationships with HR leaders, benefits executives, and senior stakeholders
• Own the post-sale lifecycle, delivering tailored experiences that support client goals
• Lead smooth onboarding and implementation for new customers
• Partner with cross-functional teams to ensure technical and operational launch readiness
• Define success criteria and align on measurable outcomes
• Develop and execute success plans that align to customer objectives
• Monitor usage, engagement, and risk indicators; proactively intervene as needed
• Facilitate business reviews, data reporting, and strategic planning sessions
• Lead renewal strategy and expansion conversations
• Partner with Sales, Clinical, Product, and Operations teams to drive unified customer experiences
• Act as the voice of the customer to influence internal decisions and improve offerings
• Contribute to process improvements, playbooks, and documentation
• Track key metrics including retention, engagement, utilization, and satisfaction
• Maintain clear documentation of customer progress, goals, and risks

Skills

• 3+ years of experience in customer success, account management, or consulting
• Expertise managing senior stakeholder relationships
• Strong analytical skills and ability to drive outcomes using data
• Organized, adaptable, and outcome-oriented
• Excellent interpersonal, written, and verbal communication skills
• Executive presence and confidence in presenting to leadership teams
• Collaborative mindset with a bias toward action
• Strategic thinker with a passion for improving mental health access
• Customer-first approach with empathy and curiosity
• Thrives in a fast-paced, evolving startup environment
• For tax purposes, priority will be given to candidates living in states where we already have employees. These states are Alabama, Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Idaho, Indiana, Maine, Maryland, Massachusetts, Nevada, New Jersey, New York, North Carolina, Ohio, Oregon, Tennessee, Texas, Utah, and Washington
• Candidates must have authorization to work in the U.S. without company sponsorship now or in the future
• Familiarity with healthcare, benefits, or HR tech is a plus

Qualifications

Must Haves

• 3+ years of experience in customer success, account management, or consulting
• Expertise managing senior stakeholder relationships
• Strong analytical skills and ability to drive outcomes using data
• Organized, adaptable, and outcome-oriented
• Excellent interpersonal, written, and verbal communication skills
• Executive presence and confidence in presenting to leadership teams
• Collaborative mindset with a bias toward action
• Strategic thinker with a passion for improving mental health access
• Customer-first approach with empathy and curiosity
• Thrives in a fast-paced, evolving startup environment
• For tax purposes, priority will be given to candidates living in states where we already have employees. These states are Alabama, Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Idaho, Indiana, Maine, Maryland, Massachusetts, Nevada, New Jersey, New York, North Carolina, Ohio, Oregon, Tennessee, Texas, Utah, and Washington
• Candidates must have authorization to work in the U.S. without company sponsorship now or in the future

Nice to Haves

• Familiarity with healthcare, benefits, or HR tech is a plus

Benefits

• Stock options (so you share in the company’s success).
• Fully-covered medical and dental premiums for you and your family, plus voluntary insurance options.
• Free, generous Tava mental health benefit.
• Monthly HSA contributions for qualifying enrolled employees.
• Generous PTO and paid holidays.
• Paid parental leave.
• 401(k) retirement plan.
• Weekly company-paid lunch via DoorDash and a personal DashPass subscription.
• Opportunity to make a meaningful impact at a high-growth, mission-driven company.