Customer Success Consultant

About CHESS Health

CHESS Health is a healthcare technology company based in Rochester, New York. The company builds evidence-based digital tools that help address substance use disorder and related mental health conditions that often occur alongside it. CHESS Health works with health plans, government agencies, and individual providers to support prevention, improve care connections, and strengthen recovery outcomes through branded solutions that fit each partner’s organization.

About the Role

CHESS Health is seeking a detail-driven, highly motivated professional who is committed to helping both new and existing customers succeed with its products. The role centers on guiding large-scale implementations from kickoff through launch and integration, while managing multiple customers and projects at different stages with accuracy, organization, and strong project management practices.

Core Responsibilities

• Partner with clients to shape solutions, understand business challenges, recommend project approaches, and translate customer needs into practical implementation plans.
• Analyze customer pain points, create workplans aligned to project objectives, and help customers understand how the software addresses their problems.
• Develop productive working relationships with customers and internal teams, share knowledge with colleagues, and contribute ideas that improve outcomes.
• Support software rollouts while juggling several customers and implementations at once across different points in the customer journey.
• Keep projects organized by managing both the broad picture and the fine details, ensuring milestones, deadlines, and deliverables stay on track.
• Use the enterprise analytics tool to spot in-app usage patterns, turn findings into recommendations, and review product outcomes with customers to improve adoption.
• Bring strong product knowledge, identify opportunities to enhance functionality, and suggest creative improvements that help the solutions stand out.
• Deliver virtual customer training with emphasis on the most important features and use cases.

Work Location, Schedule, and Travel

• This is a remote role, but it must be performed from a dedicated home office within the United States.
• The job requires up to 25% travel within the United States for in-person customer support.
• Standard working hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time.
• Flexibility is needed to support customers and business needs outside normal office hours when required.
• The annual compensation range for this role is $60,000 to $80,000, depending on experience and geographic location.

Required Background

• A bachelor’s degree is required.
• At least 2 years of experience in a customer-facing role is required, including direct interaction with C-suite or other executive-level stakeholders.
• Healthcare industry experience is required.
• At least 2 years of experience leading teams and managing multiple large-scale or statewide implementations is required.
• Experience creating project workplans and driving multiple customer implementations to defined goals is required.
• The ideal candidate can quickly build a strong working knowledge of new products and technologies.
• Strong written and verbal communication skills are essential, along with the ability to collaborate effectively, build relationships, and lead both internal and external teams in a matrix environment.
• The role calls for a creative, resourceful, self-directed strategic thinker who works well in a fast-moving environment, handles ambiguity comfortably, and keeps a strong sense of urgency.

Additional Information

• CHESS Health is an equal opportunity employer and does not discriminate on the basis of race, color, sex, disability, protected veteran status, nationality, religion, age, pregnancy, sexual orientation, gender identity, genetic information, or any other non-merit factor.
• Reasonable accommodations are available for applicants and employees with disabilities during the hiring process, interview process, and while performing essential job duties.
• Candidates may contact the company to request an accommodation.

What the Company Offers

• Competitive pay and benefits.
• A company-paid employee health plan option that begins on the first day of employment.
• Opportunities to contribute new and innovative ideas for solving business challenges.
• A workplace that values exceptional customer interactions and gives this role a central part in delivering them.
• A collaborative team culture built around motivated, passionate people working toward shared goals.