Customer Success & Engagement Manager

Mainstay is seeking an Engagement and Customer Success Manager to provide end-to-end support to our Workforce clients from onboarding and successful usage of our engagement platform, to providing data and insights that demonstrate how our platform drives value and meets our customer objectives and helps customers accelerate and enhance their employee engagement and workforce strategies. If this work sounds motivating and exciting to you, we’d love to hear from you. 

Who We Are

At Mainstay, we believe one conversation can spark a brighter future. Our Engagement Platform makes it easy for colleges and businesses to start and measure conversations that drive action at scale. Mainstay has entered a new market in the employment space and the Engagement and Customer Success Manager will have the opportunity to help shape this new business line. Through activating program partners, ensuring the successful implementation and running of our platform, you will both meet our business objectives and our clients objectives. We are a small entrepreneurial team, working alongside a larger organization, to help drive future growth and opportunity for the company.

Our Engagement and Customer Success Manager will ensure they are driving successful relationships and working strategically with our Workforce partners to understand and advise them on a path towards success. Your ability to convey a sense of comfort, confidence, and optimism when connecting with people at all levels of our partner organizations, one-on-one or in groups, will be the key to your success. 

What You Will Do

Customer Onboarding, Support & Execution: From onboarding through execution you will serve as the point of contact for customers. Day to day we imagine this will be: 

• Developing the language of our clients’ bots, identifying and executing on communication workflows that drive impact at scale, and developing deep customer knowledge that empowers them with our solution oriented product to showcase real value in solving their workforce challenges
• Developing strategic playbooks for customers to support their engagement efforts with employees at all point in the employee lifecycle
• Consult, scope, quote and execute the various service offerings we provide to meet our partners business objectives. 
• Build customized data and insights reports that demonstrate how our platform drives value for our customers

Customer Relationship Management: Ensure high levels of partner engagement, satisfaction, and loyalty throughout the entire customer lifecycle by developing successful programs with partners, driving deep adoption of the Mainstay platform, and managing the overall health metrics of each client program. We expect you to do this through: 

• Establishing yourself as a trusted advisor with all the key stakeholders and executive sponsors
• Proactively identifying partner pain points, and areas for partnership expansion, while supporting profitable growth for our organization. 
• Developing and implementing processes and structure to support strategic partners growth
• Support the customer renewal process and drive upsell and expansion opportunities 

Workforce Team Partnership: As a member of a small and growing internal team, our work together drives the most impact and success for our ability to grow our business unit. We see this in how you are able to: 

• Provide technology performance feedback as well as suggestions for improvements through insights gained in partnership support
• Build out a general knowledge base and custom scripts required to make impact at different points of the employee lifecycle
• Liaison with internal cross-functional teams to continuously refine and improve processes and holistic support structure for partners
• Work cross-functionally to develop content to support new types of end users and partners

What You’ll Have

• 7+ years of experience in roles with transferable skills such as customer success, professional services, project management, and/or account management
• Track record of delivery in a customer success environment with a focus on increasing customer satisfaction, growth, and retention 
• Researched/familiar with needs of employers/employees when it comes to employee engagement and success
• Nice to have - experience with employee engagement solutions, talent acquisition, HR technology solutions, artificial intelligence products.  

Mainstay is committed to creating a company where all employees regardless of background can show up and feel they belong. This is an ongoing journey, and we welcome feedback on how we’re doing during your interview process. We are proud to be an equal opportunity employer. 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, veteran status, or fitness level.

The minimum pay for this role is $105,000. Actual compensation packages are based on a wide array of factors unique to each candidate including but not limited to demonstrated skill set, years & depth of experience, and some role dependent factors that can include certifications and software expertise. We welcome direct conversations with each candidate about compensation in all our initial calls.