Customer Success Manager, Veteran Affairs

At SonderMind, we know that therapy works. SonderMind provides accessible, personalized mental health care that produces high-quality outcomes for individuals. SonderMind's individualized approach to care starts with using innovative technology to help people not just find a therapist, but find the right, in-network therapist for them.

As our Customer Success Manager, Veteran Affairs (known as Veteran Affairs Experience Manager), you will serve as the key partner to Veterans Affairs Medical Center (VAMC) staff to connect Veteran clients with mental health services. 

• Develop a holistic understanding of SonderMind's platform and Veteran service offering, and an understanding of the care coordination team's operating model, tools, performance metrics, and cross functional relationships 
• Build a network of relationships across all markets with VAMC staff members that send VA referrals to SonderMind, and understand their needs, expectations, and unique site-level dynamics
• Identify, uncover, and analyze patterns and trends unique across VAMC sites and make appropriate recommendations 
• Educate all VAMC staff on what to expect when using SonderMind's service offering and how they can best leverage their offering to meet their unique needs 
• Accountable for month-to month site retention and site Net Promoter Score

• Primary point of contact for VAMC referral management representatives across all SonderMind markets. 
• Develop and maintain relationships and be the face of the SonderMind provider group 
• Gain insights on VA dynamics to inform engagement strategies and volume projections
• Collaborate with the Care Coordination and other internal teams to resolve barriers to care for Veteran clients, and ensure compliance with VAMC administrative requirements. 
• Serve as a subject matter expert on SonderMind's Veteran mental health service offering  and the VA's referral management operational system and administrative requirements
• Partner with Veteran Affairs Team leadership to develop and execute strategies to improve operational efficiencies across the Veteran Affairs Teams to better serve Veteran clients and meet team performance metrics
• Develop monthly reports of VA site level relationships and use qualitative and quantitative data to inform learnings to scale and mature SonderMind's Veteran offering 

• 5+ years of experience in a Customer Success, Customer Operations and/or Account Management  environment
• Minimum of 2 years of specific experience in Customer Success roles within the healthcare industry
• Professional experience managing a network of customer relationships across multiple time zones
• Ability to communicate effectively with customers and provide effective solutions 
• Ability to work autonomously to achieve the best outcomes for clients and the company
• Experience working within a highly cross functional environment to build relationships and align stakeholders to accomplish deliverables.
• Strong, collaborative, optimistic nature with a “spirit of yes” who embraces resolution of challenges.

• Professional experience working with the Department of Veteran Affairs and/or other healthcare organizations assisting in getting Veterans’ access to healthcare services
• Professional experience servicing the Department of Veteran Affairs and Veterans as customers
• Personal experience navigating the Veteran Affairs healthcare system for healthcare services
• An ability to navigate technical systems and complex remote work environments
• Experience working in a fast-paced and rapidly evolving environment

• Curious: Seek to understand and pull the thread
• Courageous: Takes action, even when uncomfortable
• Lightful: Assume positive intent in others
• Authentic: Say what you mean, mean what you say, act accordingly
• Bucketworthy: Don’t let your bucket leak

Our Benefits 

The anticipated salary range for this role is $80,000- $90,000.  This role is eligible to participate in our equity incentive plan.  Actual title and compensation is commensurate with qualifications and experience. 

As a leader in redesigning behavioral health, we are walking the walk with our employee benefits. We want the experience of working at SonderMind to accelerate people’s careers and enrich their lives, so we focus on meeting SonderMinders wherever they are and supporting them in all facets of their life and work.

Our benefits include:

• A commitment to fostering flexible hybrid work
• A flexible PTO policy with a minimum of three weeks off
• Therapy coverage benefits to ensure our employees have access to the care they need
• Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA and FSA options
• Eight (8) paid company holidays and a company shut-down during the last week of the year
• Employer-paid disability & AD&D to cover life's unexpected events. Not only that, we also cover the difference in salary for up to eight (8) weeks of short-term disability leave
• Eight weeks of paid Parental Leave  (if the parent also qualifies for STD, this benefit is in addition)
• 401K retirement plan with 100% matching on up to 4% of base salary

Mental wellness impacts people of every community. At SonderMind, building and supporting a diverse workforce is foundational to our goal to redesign behavioral healthcare to be more approachable and accessible. SonderMind is a committed equal opportunity employer and provides a workplace that will not tolerate discrimination or harassment on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.

Vaccination Policy: SonderMind requires all employees to be up to date with their COVID vaccination before entering our office space, the SonderMind Studio, or attending in-person meetings or events (including both indoor and outdoor).