Manager, Provider Success

About Path 

Path is a healthcare company powered by technology, dedicated to making mental health care work for everyone. Path takes a patient-first approach, where treatment is more accessible, personalized, and effective. With Path, it’s easy to find a high-quality therapist or psychiatric clinician who accepts insurance and is actively accepting new patients. 

We are deeply committed to providing high-quality care that improves the lives of patients, investing in the providers who deliver that care, and always operating in an ethical and compliant manner. 

What we’re solving

Over 65 million Americans have a treatable mental health issue — that’s 1 in 5 people. Today it’s difficult to find a provider, and for those with complicated conditions, it’s nearly impossible to find coordinated care. There’s a good chance someone close to you could have used the help, even if it wasn’t obvious to the people around them. We’re here to fix this.

Our Mission

Path's mission is to make mental healthcare work for everyone.

The Role 

Therapists are the heart and soul of Path. In order to make mental health care work for everyone, Path’s Promise is to provide end-to-end support so therapists can do their best work, and our Success team is critical to ensuring that therapists achieve their goals at Path. 

As a Manager on the Provider Success team, you will lead a team of Customer Success professionals responsible for building meaningful relationships with Path’s therapists. Every Path therapist should feel like a human whom they know and trust has their back at Path, all thanks to the Success Team. 

This team supports our providers through a thoughtful onboarding experience, check-ins, tools to ensure a therapist’s caseload goals are met, and intervening during critical junctures in a therapist’s journey with Path. The team you will lead is full of people with high emotional intelligence EQ and a passion for supporting therapists. You will support and energize them, lead 1:1’s, analyze SFDC data to help them maximize their impact, and help them develop as Customer Success professionals.

You Will

As manager, you will lead the team through: 

• Individual coaching:

  • In this role, you will manage a team of ~10 PSAs to start. 

  • Holding 1:1 meetings with the PSAs you manage; discussing the PSA’s KPIs, strategies for increasing their effectiveness, and professional development.

• Performance analysis and optimization

  • Analyze data to understand and help maximize the PSAs effectiveness. This includes analysis of CRM (Salesforce) data, the Success team’s outcome metrics, and call recordings. 

• Professional development: 

  • You will support the upskilling of the team by leading sections of team meetings, supporting the training of new team members, refining playbooks, and helping to shape pieces of training delivered by the Enablement team.

• Elevating the voice of the customer: 

  • You will help elevate the voice of the customer (our providers) internally by identifying patterns in feedback, and framing these for cross-functional partners. 

  • You will also handle some therapist escalations.

Qualifications

Basic Qualifications (Must-Haves)

• People leader & coach: 

  • 3+ years of experience managing Customer Success teams.

  • Experience building and inspiring highly motivated teams in Customer Success.

  • You have demonstrated experience in developing team members, are a natural coach, and can help teams thrive through change. 

• Salesforce power user: 

  • You have experience analyzing data and dashboards in Salesforce, and can coach a team with limited Salesforce experience on how to get the most out of SFDC.

• Crisp communicator: 

  • You will play an important role in being the ‘voice of the therapist’ internally, bubbling up insights from the front-line team to improve Path’s service and offerings.

  • You can communicate insights clearly and in a structured manner, earning buy-in from other teams based on the feedback your direct reports are funneling to you about the customer experience.

• Natural collaborator: 

  • You work well cross-functionally and can inspire the team and create alignment. 

Preferred Qualifications (Nice to Have)

• Experience in the healthcare industry is a plus

• Comfort and familiarity with Excel/Gsheets

• Familiarity with Customer Success tools (e.g., ChurnZero, Gainsight) 

• Experience leading teams in high-growth startups

As Part Of Our Team, Full-Time Employees Receive

• Competitive pay and benefits that do not change based on location

• 2 company-wide shutdown weeks each year to focus on self-care 

• Paid parental leave to support you and your family

• Medical, dental, and vision insurance through our employer plan

• Access to our 401K 

• Access to an Employer Assistance Plan (EAP) through our insurance plan 

• The equipment you need to ensure your home office sets you up for success

Our Team

The people of Path are what truly define our mission and determine our impact on the communities we serve. We believe in building not only a team, but a diverse community, inspiring each other by taking on big challenges, growing and succeeding together.