Careers

Description:

We’re always expanding our team and capabilities to cover more of the moments that matter.

Do you believe that there’s always an opportunity for compassion in a crisis? Do you want to restore hope and make high-quality help more accessible? If so, you could be a great addition to our team. Our company was founded by clinicians in 1992 to fill in critical gaps in care for organizations coast to coast. Over the years, we’ve added population health, referral management, and clinical augmentation, all while remaining the most trusted team in crisis care. 

Position Summary:

The Customer Success Manager will act as the primary liaison between Protocall and our college and school partners. You will manage relationships, proactively support the population and community health of each institution, and ensure the successful implementation and ongoing use of Protocall’s Welltrack solutions. This role is essential in expanding student access to mental health care and increasing overall partner satisfaction through hands-on support, product demonstrations, and training.

Key Responsibilities:

• Partner Engagement & Relationship Building:
  • Build and maintain strong, consultative relationships with campus stakeholders (administrators, counselors, health teams) to ensure alignment with their mental health goals.
  • Regularly meet with partner institutions to monitor service usage, address any concerns, and ensure continued satisfaction.
  • Direct initiatives to drive students to engage with services that will increase their wellbeing at both the individual and population levels.
• Product Implementation & Training:
  • Lead the onboarding process for new partners, ensuring that Protocall’s services are successfully integrated into the campus ecosystem.
  • Conduct engaging product demonstrations and training sessions, both virtually and in-person, to a variety of campus stakeholders.
• Customer Success & Retention:
  • Proactively identify opportunities for upselling and expanding Protocall’s services within existing accounts.
  • Drive renewals by ensuring partners recognize the value of our solutions and how they support student mental health.
• Advocacy & Communication:
  • Represent the voice of the customer internally, advocating for enhancements that improve the overall experience for our partners.
  • Collaborate with internal departments (Account Relations, Sales, Marketing, Product, Clinical Operations) to ensure alignment on customer needs, technical troubleshooting, and product development.
  • Attend in-person staff training and sales meetings, campus events, conferences, and other community functions to promote the mission of Protocall and demonstrate our commitment to student health.
• Welltrack Connect Provider Network Management:
  • Manage and grow the network of providers that university partners rely on for off-campus behavioral health support
  • Recruit providers according to parameters such as geographic proximity and clinical relevance to key customers
  • Increase adoption of Welltrack Connect’s provider paid premium plans, especially amongst large group practices
  • Analyze network and sales data to identify trends, opportunities, and challenges, using these insights to refine recruitment and sales strategies.
• Mission-Driven Impact:
  • Actively contribute to Protocall’s mission by helping institutions remove barriers to mental health care, ensuring all students have access to the services they need to thrive.

Required Qualifications:

• Bachelor’s degree
• 2+ years of experience in customer success, account management/implementation, or customer service, preferably in healthcare or education technology (including part time work and internships).
• Strong understanding of the behavioral health challenges faced by students and how digital health tools can support these needs.
• Excellent interpersonal, verbal, and written communication skills, with the ability to effectively engage a variety of stakeholders.
• High proficiency in delivering public demonstrations, training, and presentations both in-person and virtually.
• Proficiency with SugarCRM or similar customer relationship management tools.
• Ability to manage multiple relationships and projects simultaneously in a fast-paced environment.
• Willingness to travel (up to 20%) to visit partner campuses and attend relevant conferences.

Preferred Qualifications:

• Experience working with K-12 or higher education institutions and an understanding of the educational environment.
• Professional or academic experience in public health
• Familiarity with telehealth or digital health platforms.
• Experience supporting subscription-based technology services, and modern customer service methodologies.