Lyssn · 3 weeks ago
Customer Success and Implementation Manager - Health and Human Services (HHS)
Seattle, WA
Full-time
Hybrid
Mid, Senior Level
$90K/yr - $130K/yr
5+ years expLyssn.io, Inc. is a leading software platform utilizing AI for behavioral healthcare and human services. The Customer Success and Implementation Manager will build relationships with state and regional child welfare agencies, focusing on customer retention and growth by ensuring successful implementation and utilization of Lyssn's products.
Artificial Intelligence (AI)
Responsibilities
Work closely with Lyssn staff to identify gaps or potential gaps when scaling current customer and account management processes
Ensure that customer feedback and input is appropriately communicated and addressed, including by collaborating with the technical support and product teams on the product roadmap
Liaise between customers and compliance, finance, development, and sales teams to ensure client success post-sale
Manage, track, and document customer contract deliverables from implementation to ongoing sustainment in a responsive and adaptive manner
Utilize Lyssn's implementation framework with state and county agencies and contracted service providers as they implement Lyssn in their organizations
Orient and onboard new customers to Lyssn's products. Provide education on how Lyssn tools will be utilized to support and benefit their work
Develop resources to support customers utilizing Lyssn
Discuss and guide best practices for using Lyssn in complicated and dynamic implementation projects, specifically as it relates to evidence-based practices and FFPSA
Gain expert knowledge of Lyssn's products and their value proposition in HHS
Establish strong, open relationships with agency administrators, customer leadership, and project stakeholders
Collaborate with internal sales team to ensure smooth handoffs from prospective to established customer
Utilize internal project management and CRM tools to track customer deliverables and associated tasks, and document activities
Manage multiple customer relationships and priorities. Think strategically about customer relationships with an eye towards retention and expansion
Qualification
Required
5+ years in Child Welfare or related fields including experience working in or with high-level state or local government agency administrators and/or as front line staff
Experience in one or more of the following areas: Managing projects or implementations of new initiatives in social services settings
Health and human services workforce training
Implementation science, large scale EBP adoption, program evaluation, and fidelity monitoring processes
Basic knowledge of FFPSA and its relevance to child welfare
Tech-savvy with the ability to learn new technology and online tools quickly
A strong understanding of the technical language used by Child Welfare professionals
Enthusiasm for talking about how technology can solve problems for public sector customers
Basic, high-level understanding of SACWIS/CCWIS systems
Experience with and understanding of public sector customers
Experience communicating effectively with diverse stakeholders, including customers and key process stakeholders
Clear and polished communication skills
Natural ability to collaborate and work with cross-functional teams
Proven reliability and flexibility to work independently demonstrating a high degree of organizational skills and attention to detail
Technically adept, self-motivated, and driven by results
Preferred
Strong preference given to candidates with experience in or working with California social service systems
Prior customer success or SaaS experience
Experience working with HubSpot (or similar CRM platform)
Ability to travel within California up to 50% of the time
Benefits
Medical (Regence Blue Cross)
Dental (Delta Dental)
Vision (VSP)
Life/AD&D
Long Term Disability
Excepted Benefit Health Reimbursement Arrangement (EBHRA) or Health Saving Account (HSA)
Employee assistance program
401(k) retirement plan
Paid Leave: vacation, sick, holiday, bereavement, parental leave, jury duty
Corporate matching charitable giving program
Internet and Home Office Stipend
Professional development
Additional benefits may be discussed during the hiring process
Company
Lyssn
Lyssn platform provides artificial intelligence (AI) technology to support training and quality assurance.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$2.1MKey Investors
National Institute of Mental Health
2023-05-18Grant· $2.1M
Leadership Team
David Atkins
CEO
Recent News
Behavioral Health Business
2025-05-02
2025-02-05
Business Insider
2024-05-19
Company data provided by crunchbase