Provider Success Lead (Director)
We believe that mental health is just as important as physical health. We recognize that mental health issues can be complex and multifaceted, and we are dedicated to treating the whole person, not just the symptoms.
We aim to create a world where mental health is no longer stigmatized or marginalized, but rather is embraced as an integral part of one's overall well-being.
We believe that by providing quality care that is both evidence-based and compassionate, we can empower individuals to take charge of their mental health and achieve their full potential. We are passionate about making a positive impact on the lives of those struggling with mental health issues and we strive to be a force for positive change in the field of mental healthcare.
About the Role
Access to a high quality, available, in-network clinician is one of the biggest barriers to getting mental health care. Meanwhile, mental health professionals are struggling: they’re feeling underpaid, overworked, and/or isolated. They’re looking for a mix of autonomy, support, and financial reward that meets their needs. In order to make mental health care work for everyone, Rula must provide an amazing customer experience for mental health providers (therapists and psychiatrists). Our Provider success team is a critical element of Rula's differentiation and long-term strategy to be the best place for high-quality providers to practice and see clients.
The Provider Success team currently has 12 Provider Success Associates (PSAs), a Manager, and 2 Team Leads. The Lead will be in a position to develop one or more of the Team Leads into a formal Manager(s), at which point all PSAs will become skip-levels.
The Provider Success Lead will report to the Vice President of Provider Strategy and Operations, an executive in charge of Provider Sales, Success, Community, Psych provider operations, front-line Enablement, and overall growth of the company’s provider Supply.
Ran and scaled Customer Success and/or Account Management team(s) from ~10 to 100+ for SMBs with a clear operating system (note: large enterprise Success is quite different)
5-10 years of management experience, including managing managers for 2+ years
Track record of customer-led growth
Track record of developing and promoting talent
CRM power user (ideally Salesforce)
Comfort and familiarity with Excel/Sheets for basic analysis
While having the preferred qualifications enhances your candidacy, having all of them is not mandatory. We encourage all interested applicants to apply, even those who may not meet every preferred requirement.
Healthcare experience (nice to have, not necessary)
Passion for customers
Familiarity with non-Salesforce Customer Success tools (e.g., ChurnZero, Gainsight, Catalyst)
Has a point of view on the people, processes, and tools we need to get to where we need to go
Has a point of view on the lines between Success and other customer-facing functions
We're serious about your well-being! As Part Of Our Team, Full-Time Employees Receive
100% remote work environment from anywhere in the US
Competitive pay and benefits that don’t change based on location
Health benefits: medical, dental, vision, life, disability, and FSA/HSA
Access to our 401(k) plan
Generous time off policies, including 2 company-wide shutdown weeks each year (for most employees) to focus on self-care
Paid parental leave
Employee Assistance Program (EAP)
Stipend to ensure your home office sets you up for success
Quarterly department stipend for team building or in-person gatherings
Wellness events and lunch & learns spanning many topics
The people of Rula are what truly define our mission and determine our impact on the people 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.