Join us in our mission

CSM Lead

The Mission

X2 builds mental health chatbots, which are proven in many research studies to lower symptoms of anxiety and depression. We believe that combining these AI chatbots with traditional therapy is the most effective way to get everyone the care they need - but right now, cannot afford. 

The Opportunity

We are looking for an entrepreneurial individual to join our quickly growing Customer Success team.  As a Customer Success Manager, you will be at the center of our mission, working directly with our clients and responsible for managing, growing, and expanding X2’s growing commercial book of business.  The ideal candidate knows how to independently run Customer Success, and has excellent project management skills to improve our processes. 

You are responsible for partnering with our B2B partners to build custom launch and engagement plans, driving product adoption and engagement, and over time client retention and growth. You partner closely with business leaders, serving as a product expert, strategic consultant, and mental health champion. 

The Team

At X2, you’ll be working with a small, scrappy,  and diverse team that cares deeply about cultivating a strong team and work culture. work culture, with a commitment to creating social impact. 

The team shares a passion to make a positive impact in the lives of the 19,000,000 people who have paid access to our service. In your role, you will have the opportunity to make a social impact and grow our B2B accounts. 

In this role you will:

• Refine the Customer Success approach at X2, constantly iterating the team’s playbook by seeking feedback and implementing new solutions to fill gaps
• Manage the end-to-end client lifecycle for a growing list of B2B partners to ensure we grow and return our customers — product adoption, account growth, demonstrating of ROI and renewals
• Develop client roadmaps to drive growth strategy — estimate lifetime value, define key goals / milestones, identify untapped opportunities, map out renewal action plans, and make the appropriate investments to maximize your success
• Build trusted & strategic partner relationships — align partner objectives with X2’s clinical and economic outcomes 
• Develop and manage project plans and customer KPIs; collaborating cross-functionally with internal and external stakeholders to execute on them
• Exercise data-driven decision-making — apply a rigorous data-centric approach to communicate the product’s impact and value for the customer
• Deliver key quantifiable & qualitative insights to B2B partners that demonstrate X2’s impact via reporting, regular check-ins, and quarterly business reviews
• Advocate client needs / issues cross-departmentally, provide continual feedback to internal teams on client needs and pain points
• Report directly to the CEO.

An ideal candidate is / has: 

• Passionate about bringing access to mental health support to those who need it most and creating social impact.
• Integrity in all they do, demonstrating and inspiring trust and teamwork.
• 5+ years experience working in a CSM role at startups at Series A and beyond - or 20+ employees. Preferably in a B2B CSM role, with bonus points having managed a team or being a team lead, worked with employers / HR or in healthcare. 
• Ability to build effective partnerships with team members, sponsors, stakeholders, executives, and other individuals or organizations.
• Process oriented; able to proactively identify opportunities and execute strategic projects that improve how we deliver outcomes to our partners and patients.
• Growth mindset; ability to challenge the status quo and influence decisions via a mix of analytical and story-telling skills to demonstrate unique value and opportunity to partners.
• Ability to simultaneously manage and prioritize multiple projects and customers, keeping all stakeholders updated on expectations.
• Comfortable in fast-paced and rapidly-changing startup environments.
• Strong written and verbal communication skills, detail oriented, and analytical.
• Experience and aptitude for data analysis and communicating data. SQL is plus.

Benefits

• Choose an annual donation by our Foundation to help a population of your choice: www.x2ai.com/impact
• Health, dental, and vision insurance 
• Short-term disability coverage
• Life insurance
• Parental leave
• Remote work 
• 401(k) benefits
• FSA/HSA
• Unlimited PTO
  

Interested?

Email michiel@x2ai.com.