Job Description

About Us

Owl Practice Suite is a collection of SaaS products, specifically designed for mental health professionals, including Owl Practice, Zencare, and Reimbursify. Our comprehensive suite of features and products streamlines both the administrative and clinical tasks faced by mental health practices. We pride ourselves on our customer-centric approach, ensuring a seamless experience for our customers throughout onboarding, implementation, and ongoing support and service.

About the role

We are looking for a candidate to focus on Owl Practice in Canada and the great customers we serve there. The new team member taking this role will also contribute their talents across the Owl Practice Suite companies to serve our customers wherever needed to make a meaningful impact in the mental healthcare landscape.

The ideal candidate will have a passion for delivering world-class service, as well as experience in SaaS, Customer Success, and Support. This position requires an Eastern Time Zone workday, Monday - Friday, with occasional non-standard hours during the week or on weekends as needed to support team members and customers during these time periods. A strong, reliable internet connection is required for this role, and from time to time you will be asked to travel for in-person professional development and/or company events.

Daily responsibilities include, but are not limited to

:

Lead a team of Customer Success professionals working support inquiries through email, phone, and video call, and conduct new customer onboarding and education all to ensure a world-class customer experience. Develop and execute strategies to drive the conversion of free trial customers into long-term, paying customers. Work and collaborate with marketing to optimize the new experience and maximize conversion rates. Implement strategies to directly impact our first response times, resolution times, CSAT, and retention goals. Monitor and report on team performance and provide coaching by tracking and reporting on team metrics and conducting regular coaching sessions to address performance gaps, and to foster a culture of continuous improvement. Prepare and submit regular reports on customer inquiries, resolutions, and customer feedback. Become an expert in the full line of Owl Practice Suite products and use critical thinking to support customers in making full use of their subscriptions & memberships. Resolve issues by acting as an escalation point for complex or sensitive customer support and billing inquiries. Collaborate with peers, staff, and senior leaders across the business to ensure we continue to improve our customers' experience. Develop retention programs and strategies, including identifying at-risk customers as well as creating and managing retention tactics. Analyze customer behavior and churn drivers to proactively identify at-risk customers. Lead efforts to proactively ensure account renewals, upgrades, and success of a network of providers and therapy seekers. This will require collaborating across Operations, Product, Sales, and Marketing teams. Identifying opportunities for account growth through upselling, cross-selling, and renewals by understanding customer needs, developing strategic account plans, resolving issues, coordinating with internal teams, and analyzing account performance (customer health metrics). Other duties may come up as required, requested, or assigned based on the changing needs of the team and the business

What you bring

:

3-5 years of experience leading a Customer Success team

in a SaaS or technology-driven environment, with proven success in driving customer satisfaction and retention outcomes.

Experience with:

Client onboarding and product adoption.

A passion for

: Anticipatory World Class Customer Service Delivery.

Excellent people management skills

: Skills in leadership, coaching, delegation, collaboration, and performance management. Lead, train, and mentor team.

Strong problem-solving ability

: You're quick to analyze a situation, think of possible outcomes, and ensure a solution that leaves all Ts crossed and Is dotted. You're a natural "fixer," willing to think outside of the box to win back a customer and contribute to the success of the team.

Metrics mindset

and strategic thinking

: You thrive in an environment where performance outcomes are clearly measured and have an ability to use data to inform business strategy, identify trends, and develop innovative solutions.

Stellar organization

: You're highly organized and able to effectively prioritize. You always meet deadlines and follow through on commitments.

Confident written and verbal communication skills

: You are comfortable presenting ideas and data to customers and coworkers and can use your interpersonal skills to build relationships virtually.

Passion for Owl Practice Suite's mission

: You are passionate about mental health and increasing access to quality mental health care.

Other Technical Qualifications Include

:

Bachelor's degree from an accredited college or university Proficiency in using MS Office applications, and confidence with managing computer-based programs, applications, and toolsets simultaneously (e.g., Slack, Jira, HubSpot, Zendesk, Stripe, etc.)

We Offer

A flexible work-from-home environment Growth opportunities with a team of passionate, loyal, and health-minded coworkers Positive social impact and daily interactions with mental health care providers

Additional Information

We prioritize skill and dedication over experience, but relevant experience in the mental health world is highly valued. If you have experience managing a mental health practice, a CS group in support of a SaaS platform, we want to hear from you. This role involves telecommuting. You must be able to work remotely from a professional and quiet environment.

Don't meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Owl we are dedicated to building a diverse, inclusive and authentic workplace. So, if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we strongly encourage you to apply. You just may be the right candidate for this role.

Owl Practice Suite is an equal opportunity employer. We do not discriminate based on race, ancestry, religion, color, national origin, gender, sexual orientation, gender orientation or expression, political belief, age, marital status, or disability status. Owl Practice Suite is committed to fostering a culture of belonging, which includes ensuring an accessible work environment and employment practices. If you require accommodation in completing any pre-employment assessments or applications, interviewing, or otherwise participating in the recruitment process, please email careers@owlpracticesuite.com.

Job Type: Full-time

Projected Total Compensation: $81,909.68-$122,850.95 per year

Application question(s):

How many years of formal experience do you have managing a Customer Success team? How many years of experience do you have with client onboarding and product adoption? How many years of experience do you have working in SaaS and tech driven industry?
Work Location: Remote