Director of Partner Success

Posted 3.30.24
Location
Remote

About UpLift

At UpLift, we believe mental health is just as important as physical health. We’re rethinking the mental healthcare model to make it more accessible. While 1 in 5 Americans struggle with mental health issues, only 40% get care because of barriers like cost, distance, information, and the stigma associated with it. Providers want to meet and support more people—but only 30% of therapists accept insurance because of complex and slow approval systems. UpLift bridges clients, providers, and insurers, so everyone can find great mental health care at an affordable rate. We use technology to deliver personalized provider matches, so clients have the agency to select the right provider for them.

Backed by Redesign Health, B Capital, and more, we have brought affordable and accessible mental health care to clients and are looking for driven and empathetic new team members to help us as we scale to new markets in 2023 and beyond. Our founders and leaders come from other high-growth healthcare startups, such as Cityblock Health, Clover, Oscar Health and hims & hers.

As the leader of our growing Partner Success function you will report directly to our SVP of Operations. You’ll lead the continued development and build of our partner success function across currently existing and emerging partnerships.

We are seeking a highly motivated, deeply experienced and resourceful leader to design, inspire, lead and scale our Partner Success function and help create the future vision of how we’ll serve our higher education, health plan, health systems, and other strategic partners. You will influence and inspire an existing team of client success specialists focused on the higher ed space and define and grow other roles as needed. 

About The Role

In this role, you will serve as a cross-functional leader inside the company, working with product, growth & operations to drive a culture of outcomes and positive experiences. You’ll manage the operations of the Partner Success team to ensure we achieve strategic priorities and deliver exceptional results. You will set, track, manage and evolve our operational Key Performance Indicators (KPIs) weekly, quarterly and overall, and act as an advocate and leader for our partners and your team members.

This role is unique because the initial partnerships it will support span across higher education, health plans, providers partners, and other digital health companies. We don’t expect the right candidate to have experience in all these industries, but do expect that they are able to demonstrate success by:

Responsibilities

  • Utilizing deep product and industry knowledge to implement and improve on best practices while serving as a strong cross-functional leader for Partner Success
  • Coaching and mentoring team members with a focus on professional development and upstream thinking
  • Driving growth by identifying opportunities to deepen existing strategic relationships
  • Being able to manage up and be the company SME regarding Partner Success
  • Being able to adapt as we expand into different verticals and continue to develop the definition of Partner Success at UpLift
  • Driving improvements in partner satisfaction by establishing consistent policies to respond to challenges and communicate changes
  • Owning the efficiency and quality balance of the Partner Success operation, smartly investing while incorporating cost considerations, to help maximize our investments in our people and process
  • Developing and managing the metrics to measure growth, set goals and provide progress updates
  • Gathering and synthesizing relevant data, suggesting improvements in the tools, approaches, processes, and techniques to help scale the teams and provide a feedback loop into product, operations are across UpLift

Relevant Experience:

  • 5+ years experience in Customer Success / Account Management / Relationship Management, bonus if experience in health plan relationship management, implementation or higher education
  • Past product and/or project management experience and deep background scaling complex operations from inception, particularly within a healthcare technology company
  • Experience creating, building, optimizing experience operations, particularly in a fast-paced startup or tech environment
  • The ability to effectively influence and communicate cross-functionally throughout an entire organization and excellent written and verbal communication skills
  • Creative problem-solving abilities and expertise in balancing and articulating trade-offs at scale
  • A passion for healthcare, mental health, higher education and ensuring an outstanding partner experience

Additional Information

This role is remote and offers a full-time salary of  $140,000-$180,000 plus benefits & equity.

This employer participates in E-Verify and will provider the federal government with your Form I9 information to confirm you are authorized to work in the United States. If E-Verify cannot confirm you are authorized to work in the United States, this employer is required to give you written instructions and an opportunity to contact the Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I9.

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