Customer Success Manager - K12 School Districts (PA)

Hazel Health is the nation's largest virtual provider of school-based healthcare services, and has been recognized by Fast Company as “one of the world’s most innovative places to work” in 2023. 

By partnering with districts and health plans across the country, Hazel transforms schools into the most accessible front door to physical and mental healthcare. Today, Hazel's diverse team of licensed providers deliver therapy and medical services virtually (in school or at home) to over four million K-12 students — regardless of their insurance status or ability to pay. Hazel aims to remove all barriers to the mental and physical health care that children need to thrive: in school, at home, and in life.

Helping students and their families feel better takes a team of smart, dedicated people. As an integral member of the Hazel team, you will

• Make an Impact: Work with a team that is increasing equitable access to quality health care experiences for students and their families.
• Enable Scale: Work with a team that is building and professionalizing a high growth high impact social enterprise.
• Feel Valued: Work with a team that is being compensated competitively, developed professionally, and celebrated frequently for making a meaningful difference.

Check us out at Hazel Health Careers. 

The Role:

We are looking for dynamic, empathetic, and action-oriented individuals to join our exciting Customer Success team. 

As a Customer Success Manager, your primary responsibility will be to ensure the successful adoption and ongoing usage of Hazel services within the schools Hazel Health serves. You will work closely with the Account Management and Implementation teams to establish an infrastructure for school support. As a Customer Success Manager, you will have hands-on experience working with our school nurses and other health staff, at the forefront of ensuring access to quality healthcare for all students. 

Location: must be based in Pennsylvania (preferably close or in Pittsburgh or Philadelphia); role is considered remote with up to 80% in the field. 

Relationship Management - Schools & Communities

• Develop strong relationships with school partners, their healthcare needs, and their communities.
• Regularly meet (virtually and in-person) and communicate with the school health and leadership teams to drive engagement.
• Attend and facilitate strategic district-wide, school-specific, and community events.
• Ensure a high level of partner satisfaction.
• Identify and proactively resolve complex customer issues.
• Play an active role in achieving our mission to increase access to care.

Other Responsibilities 

• Provide regular internal reporting on account health, including usage metrics, satisfaction levels, and overall impact. 
• Advocate for the customer's needs across Hazel.
• Accurately enter customer-related activities, communication, market data, and critical issues into a CRM, ensuring all insights are integrated into strategic account planning.

What Excites Us:

• Customer Success Acumen: You have quantifiable experience in relationship management (customer success, account management, etc.) in the education or healthcare environment; bonus points if you’ve previously worked in schools or district roles before shifting to customer success.
• Relationship-Driven: You lead by relating to your stakeholders, be they at a school partner or in the broader community; you’ve developed a strong reputation as a people person, and somebody that folks are excited to work with.
• Mission-Alignment: You are inspired by providing equitable access to healthcare by partnering with schools and can serve as an advocate. You understand that needs may differ by student and family, and demonstrate cultural empathy and awareness in your work.
• Dynamic Communication: You have exceptional written and verbal skills, and can adeptly tailor and present to a wide-variety of audiences; you’ve got a real knack for influencing your stakeholders.
• Initiative: You’re a self starter with a demonstrated capacity for following through on commitments and scheduled events; and you’re comfortable rolling up your sleeves to get the work done.
• Eagerness to Learn: You’re someone who loves to learn and grow, both as a professional and as a teammate. You have an ability to learn, absorb, and quickly develop your knowledge of changing business and customer demands, and are open to feedback along the way.  

Minimum experience: 

• Prior customer success experience, preferably in the K-12 education field or healthcare 
• Experience working with children in diverse socio-economic environments
• Meet specific fingerprinting requirements for DOJ-cleared access to work on a school campus
• Ability to travel for ~80% of the time 
• Must currently reside in Pennsylvania; Philadelphia or Pittsburgh preferred 

Preferred experience: 

• Prior experience within start-up or hyper-growth environments 
• Experience with Gainsight
• Existing relationships in Philadelphia or Pittsburgh

If you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway.

Annual compensation for this role is market competitive, ranging from $80,000 - $100,000. Additional benefits include a performance-based component as an incentive opportunity for those who excel, a 401k match, healthcare coverage, paid time off, and a broad range of other benefits and perks. Review our benefits at Hazel Health Benefits.

We are committed to creating a diverse, inclusive and equitable workplace. Hazel Health values the minds, experiences and perspectives of people from all walks of life. We are proud to value diversity and be an equal opportunity employer. Hazel will consider qualified applicants with an arrest or conviction record for employment in accordance with state and local laws and "fair chance" ordinances. For all Hazel positions, a criminal background check is required following a contingent offer of employment. Learn more about working with us at Hazel Health Life.