About Upheal

Upheal is transforming mental health care through AI-powered therapy intelligence and clinical automation. We help therapists focus on what matters most—client care—by taking on their administrative and analytical workload.

Role Overview

A Customer Success Manager is a pivotal role at Upheal helping free trial users and small practices make the most of their experience. This is critical role responsible for transforming trial and free users into loyal, paying customers. You will serve as the primary guide for new small team practices, ensuring they successfully implement and utilize the Upheal platform to realize its full value. This role requires a blend of customer success, sales, and strategic thinking.

What You’ll Do

• Conversion & Optimization:
  • Proactively monitor the journey of free trial and free users to identify and remove friction points that impede conversion to a paid subscription.
  • Develop and execute targeted outreach campaigns and human-in-the-loop activation tactics (email, calls, webinars, community) designed to nudge users toward key activation milestones and paid conversion.
  • Analyze usage data and feedback to surface growth opportunities and recommend product improvements that increase the Paid Conversion Rate (PCR).
• Onboarding & Implementation:
  • Lead the post-sale, hands-on onboarding experience for recently closed small team practices.
  • Conduct personalized implementation and training sessions to ensure users are set up for success and understand the core features of the Upheal platform.
  • Track key activation metrics (e.g., time-to-value, feature adoption) to ensure new customers are actively and effectively utilizing the platform within their practice.
  • Act as the voice of the customer by communicating implementation challenges and feature requests to the Product and Engineering teams.
  • Assist in providing support to the customer support team
• Strategic Development:
  • Stay current with the latest trends and best practices in SaaS customer activation, onboarding, and customer success.
  • Contribute to the definition and documentation of Upheal's scalable, world-class onboarding strategy and processes.
  • Develop and maintain self-service training materials, help guides, and FAQ resources to support customer activation at scale.

Required Experience & Qualifications

🎯 Must-Have Experience

• 1-3 years of experience in a customer-facing role such as Customer Success, Onboarding, Sales, or Account Management, preferably within a SaaS (Software-as-a-Service) environment.
• Demonstrated experience with driving conversion or adoption metrics within a free-to-paid or trial user base.
• Proven ability to lead successful customer training and implementation sessions for small to medium-sized businesses.
• Proficiency in using CRM (e.g., HubSpot, Salesforce) to manage user journeys and track engagement.

💡 Key Competencies

• Exceptional communication and presentation skills—able to clearly explain complex technical concepts to non-technical users (therapists and practice managers).
• Analytical mindset with the ability to interpret user behavior data (e.g., Mixpanel, Amplitude) to inform strategy and identify conversion blockers.
• Strong empathy and patience to guide users through implementation challenges and ensure a positive customer experience.
• Self-starter who is results-oriented and comfortable working in a fast-paced, evolving startup environment.
• Familiarity with the Mental Health/Healthcare technology space or the operations of small medical/therapy practices is a plus.

What We Offer

• A mission-driven team passionate about supporting therapists and improving mental healthcare.
• Remote-first culture with flexibility and autonomy.
• Competitive compensation, equity, and growth opportunities.

Ready to be part of something big? Send us a message and your LinkedIn profile at join@upheal.io and let’s change the world of mental health together!