Customer Success Manager (CST/EST)

About Daybreak

Daybreak Health (www.daybreakhealth.com) is building the leading digital mental health system for youth. Our mission is to create a world where every young person benefits from mental health support.

Our mental health system removes all barriers to effective care for young people: we create easy access through our school and pediatrician partners, deliver effective care through evidence-based online therapy integrated with technology, and bring consumer costs to zero through funding partnerships with government agencies and health insurance. Over the next 5 years, we plan to serve more than 25 million youth who need mental health support.

As a team, we are all aligned with our North Star mission. We collaborate and execute incredibly well by doing more with less (we value efficiency and output over hours worked!) and communicate clearly using writing (vs. unnecessary meetings). We are fully remote with team members nationwide and will stay that way. We value mental health: the willingness to be vulnerable is a requirement to join Daybreak. We have regular mental health days (at least once per quarter!). Lastly, we value fun and hold regular virtual and in-person activities.

At Daybreak, our team members:

• Rally behind our North Star mission.
• Embody creativity, humility, hard work, and a relentless drive to succeed.
• Prioritize collaboration and efficient execution, valuing outcomes over hours worked.
• Embrace clear written communication to foster productivity, reducing reliance on meetings.
• Thrive in a fully remote environment, with team members spanning the country, and are committed to asynchronous work.
• Recognize the importance of mental health, with vulnerability integral to our culture, and regular mental health days offered every quarter.
• Cherish fun and regularly organize both virtual and in-person activities.
  
  

The Role

Daybreak is seeking an experienced Account Manager to support our growing community of district partners. This person will join the Core Revenue team, reporting to our Vice President of Core Revenue. They will be responsible for:

• building and maintaining consultative relationships with district decision-makers and program leads and ensuring that Daybreak's clinical programs and product offerings are delivering amazing value across all stakeholder groups in the district (referring staff, students, families, leaders)
  
  

As a critical leader in our work to scale and advance district partnerships with a long-term focus on growth and impact, this person will be a key player in our efforts to exceed our current track record of rapid expansion and customer happiness from our school district partners.

Responsibilities

• Serve as the primary account manager for up to 60 district partners in the East and Central Regions, maintaining regular touch-points and protecting relationship health
• Collaborate with AEs and CSMs on the successful launch of district partnerships with a goal of launching within 4 weeks of contract signature
• Drive adoption of the various utilization initiatives through strategic conversation with district leaders
• Develop annual district utilization-focused partnership plans with input from customer success managers and community outreach liaisons
• Manage end-to-end the renewal cycle
• Identify and close-win opportunities for program expansion throughout the year
• Use implementation and outcomes data to demonstrate the value of the partnership to district leaders in bi-annual cabinet-level Business Reviews
• Identify district champions and expand strategic relationships in large district accounts through prospecting and networking
• Advise on regional growth strategies in collaboration with Health Plans and K12 Sales team
• Serve as the "voice of the customer" and provide written summaries of important partner conversations to inform business and product strategy
  
  

Must Have:

• Proven experience managing diverse customer portfolios with enterprise-level accounts and ARR goals.
• Strong skills in data-driven planning, prioritization, and strategic account management.
• Expertise in building and maintaining relationship maps and conducting in-person customer engagements.
• Ability to monitor customer health indicators, identify risks, and implement mitigation strategies.
• Experience managing renewal cycles, including budgeting and board approval processes, in K-12 or related industries.
• Demonstrated success in driving upsells and developing new relationships within existing accounts.
• Proficiency in creating comprehensive account plans focused on retention and expansion.
• Strong communication and presentation skills for engaging with stakeholders and decision-makers.
• Must be based in CST or EST Time Zones. PST will not be accepted at this time.
  
  

Nice-to-have but not required:

• Experience in the mental health or healthcare space
• Experience with Excel or Google Sheets
• Experience with salesforce or comparable customer management software
  
  

The target base salary range for this position is $78,000 to $108,000, complemented by a comprehensive bonus structure. This competitive total rewards package also includes stock options and benefits. Actual pay may vary based on factors such as experience, location, internal pay equity, and other relevant business considerations.

Interview Process Outline:

• Recruiter Screening (30 minutes, Zoom): A friendly conversation to discuss your background, the role, and answer any initial questions you may have.
• Hiring Manager Interview #1: Portfolio Management (60 minutes, Zoom): A deep dive into your experience and skills with the hiring manager. This is also a chance to learn more about the team and company culture.
• Hiring Manager Interview #1: Data Utilization (60 minutes, Zoom): A deep dive into your experience and skills with the hiring manager. This is also a chance to learn more about the team and company culture.
• Case Study and/or Panel Interview (60 minutes, Zoom): Showcase your problem-solving skills and thought process. This session may include a practical exercise relevant to the role, followed by a discussion with key team members.
• Executive Interview (if applicable) (60 minutes, Zoom): An opportunity to connect with a senior leader or executive to discuss your vision, long-term goals, and alignment with our mission.
• Reference Check: We'll connect with your references to gain additional insights into your strengths and working style.
  
  

Equal Employment Opportunity

At Daybreak Health, we believe in fostering an inclusive and diverse workplace where every individual's unique background and perspective is celebrated and valued. We are committed to promoting equality, equity, and opportunity for all. We actively encourage individuals from diverse communities, including but not limited to race, ethnicity, gender identity, sexual orientation, ability, age, religion, and socioeconomic background, to apply and join our team.

Pay Range

$78,000—$108,000 USD