Head of Customer Success

Head of Customer SuccessBuild relationships that actually change outcomes—and see that impact firsthand.Not only in reports, but in people, programs, and lives changed.We partner with organizations doing rewarding, significant work. This role is about supporting those partnerships so they deliver innovative and increasing results over time.About the roleThis isn’t a “keep things running” position. It’s a core leadership role focused on building, scaling, and driving real-world impact. You’ll work directly with executive leadership to shape how we support partners, expand our impact, and deliver measurable value across regions. You won’t be managing anonymous accounts—you’ll be developing trusted, long-term relationships with counties, justice systems, schools, wellness, and recovery programs. And you’ll help those partnerships find solutions for those in their care.You’ll also benefit from our proprietary AI-powered Customer Success Navigator—a system that brings together CRM, communication, and live partner insights (health, risks, needs, and next steps) so you can act at the right moment, with the right approach.What you’ll ownLead and develop a high-performing, mission-driven Customer Success teamBuild and deepen relationships with partners across the countryDrive retention and expansion through real, demonstrated valueDefine and evolve KPIs, account health signals, and success metricsUse and help shape our AI tools to guide outreach and decision-makingEnsure Journey.do is embedded in partner workflows—from intake through outcomesTurn partner feedback into product, coaching, and system improvementsWork closely with leadership across product, growth, and operationsWho you areYou’ve owned retention and expansion—not just supported itYou thrive in land-and-expand environments and know how to grow accounts over timeYou build trust quickly and navigate complex stakeholder groups with easeYou’re hands-on—you call, visit, and stay close to your partnersYou’re comfortable working alongside executives, both internally and externallyYou can design systems while actively managing relationshipsYou connect what the product does to what customers actually need—and explain it clearlyYou see AI as a tool to elevate human relationships, not replace themYou lead with accountability, strong standards, and no egoBackground that helpsExperience in Customer Success, Account Management, or partnership leadershipTrack record of expanding accounts and driving measurable resultsExperience building or refining CS processes, metrics, or CRM systemsWork with complex organizations (public sector, healthcare, education, etc.)Exposure to justice, behavioral health, recovery, education, or technology is a plusLocation Scottsdale, AZ preferred. Open to remote for the right person.Closing If you want to build real partnerships, use AI and tech in a way that actually matters, and see the impact of your work show up in people’s lives—this is the role.