Director of Partner Success

Are you passionate about making a meaningful impact in perinatal mental health care? Here's your chance to be a vital part of FamilyWell's mission to enhance access to high-quality, equitable, and affordable mental health services for pregnant and postpartum individuals across the U.S.

Background: 

FamilyWell is the first behavioral health start-up to implement a perinatal collaborative care model that embeds a wrap-around mental health program directly into OB/GYN practices for pregnant and postpartum individuals. Our mission is to solve the maternal mental health crisis by increasing access to equitable, affordable, and accessible mental health care. Our specialized care team consists of social workers, coaches, therapists, and psychiatric providers in the OB provider’s clinical workflow (both in-person and virtually), ultimately becoming the behavioral health arm of the OB/GYN practice. 

Role:

As Director of Partner Success you play a vital role in ensuring the satisfaction, adoption, and growth of our program within our partners. As a core member of the FamilyWell leadership team, you are responsible for the strategy, oversight, and ongoing success of all FamilyWell partnerships. You will work closely with clinicians, clinical leadership, and other key stakeholders to understand their needs, provide ongoing support and guidance, and drive utilization and expansion efforts. Cross team collaboration is key to your work. You will also work closely with both the Business and Clinical Operations team, primarily within Care Management. You will also manage our growing Partner Success team.

Reports To: Founder and CEO, Dr. Jess Gaulton

Salary Range: Starting at $120,000 annually, to be determined based on experience

Location: 

Remote

Key Responsibilities:

Partner Engagement and Advocacy:

• Support partnering clinics/systems and service as the voice of our partners internally, sharing insights, feedback, and success to drive and inform improvements
• Collaborate cross functionally with all areas of the business to to deliver a seamless partner experience (from contract signature through implementation and ongoing partner management)
• Conduct regular business reviews with key stakeholders; presenting data, obtaining feedback, and sharing new program enhancements
• Build and maintain strong relationships with partnering clinicians and healthcare professionals serving as a trusted advisor, offering guidance to enhance efficiency and patient outcomes

Operations Collaboration:

• Using a data-driven approach, develop and deliver regular partner stakeholder meetings 
• Function as our partner spokesperson 
• Deliver feedback to all areas of the business to inform operations, data, care coordination, marketing, product and more
• Contribute to the development of resources such as training materials, knowledge bases, success stories and more
• Maintain a deep understanding of workflows, pain points, and objectives to align our program with our partners needs
• In partnership with the Clinical Operations, develop and deliver program training and onboarding to partnering clinicians ensuring optimal utilization of our program

Business Development/Sales and Go To Market Strategy:

• Collaborate with sales team to develop and deliver pitch decks and presentation preparation
• Support development and execution of contracting
• Function as the lead on all “go to market” activities

Program Development:

• We’re in growth mode! A primary function of this role is to develop a scalable partner success program to provide high quality partner support to over 100 partnering clinics

Qualifications

What you’ll bring:

• Willingness to travel - Approximately 3-4 days per month
• Proven experience as a Customer/Partner Success Director or Manager working with clinicians
• Must have program development experience and experience scaling a partner success program
• Startup experience is a must
• 5+ years of experience working in (or with) healthcare organizations
• Excellent communication and interpersonal skills specifically with the ability to build trust and establish rapport with clinical leadership and clinical teams
• Proactive and results-oriented mindset
• Ability to multitask and manage multiple partnerships simultaneously
• Key skills
• Autonomy: Dive in and take ownership 
• Communication: Strong verbal and written communication skills for effective clinical and administrative leadership interactions
• Organizational Skills: Ability to track feedback and ensure timely follow-up internally and externally
• Data Driven: Takes a data driven approach to all interactions with partners.
• Presentation Skills: Ability to develop and deliver presentations to partnering clinic leadership and clinical teams
• Adaptability: We’re a fast growing company, constantly looking to make improvements as we go. Our team is scrappy, resilient, and always iterating to make our program even better for our patients