Lantern is hiring a

Customer Success Associate

San Francisco, United States

Role summary:

Lantern is looking for a sharp, collaborative Customer Success Associate with a passion for mental health and wellness

Who we're looking for:

The ideal candidate is an energetic, customer-facing professional who will engage, retain and support our users questions and needs for technical support. This individual will be passionate about Lantern’s programs and providing an exceptional experience for every Lantern user. As the voice of the user at Lantern, we expect our Customer Success Associate to be an active listener but also a strategic thinker who understands that wearing both the company and the customer hats equates to a unique opportunity to facilitate the success of both. As Lantern's user population grows, you will have the opportunity to build out the Customer Success team and manage a team Customer Success Associates. This potential for growth and enhanced responsibility should excite you!

Customer Success is by nature a collaborative process. On a daily basis, you’ll work with our Engineering and Coaching teams to ensure that users are receiving the support they need. You will also work closely with the Partnerships team, helping prepare for major partner launches to ensure 1) users remain engaged and enthusiastic about our programs, and 2) partner needs are being met. You don’t have to have experience across all of these areas but you do have to be comfortable learning, asking questions, and organizing projects across them.  

About Lantern:

Lantern creates simple, effective web and mobile programs based in cognitive behavioral therapy and mindfulness. Our programs combine professional coaching with interactive exercises, giving users the skills and motivation they need to overcome mental health challenges.

We’re not about unrealistic promises or get-happy-quick schemes. We’re about removing the stigma and barriers that prevent people from strengthening their emotional selves, offering an evidence-based approach to making every day better.

We envision a world in which people think differently about their mental health–where they feel empowered to take a simple step toward well-being. We’re on a mission to make this happen, and we hope you’ll join us.

Key Responsibilities:

  • Actively ensure the success of our users across Lantern’s programs
  • Manage inbound emails and calls from our users; help them resolve issues with a confident, enthusiastic and professional tone, putting them at ease
  • Maintain a deep understanding of the product and speak with users about relevant features / functionality for their specific needs
  • Refine and formalize Customer Success processes and tools to increase efficiency and communication across functional teams
  • Work closely with Partnerships leadership to prepare for and oversee employer, provider, and insurer launches
  • Contribute feedback to our product team to continually improve our user experiences through improved content and design
  • Own planning, tracking, and documenting projects to ensure timeliness, effectiveness, and success of internal and user-facing projects

Qualifications and experience:

  • BA/BS degree preferred or an equivalent combination of education and experience
  • 1+ years of work experience
  • Experience with Customer Success, account management or client relationship management
  • Strong project management skills
  • Entrepreneurial work ethic
  • No egos! Excellent interpersonal skills; people want to hang out with you once they’ve met you
  • Familiarity and comfort working in an early stage company; readily adaptable to changing market and organizational requirements
  • Be eligible to work in the US
  • Be willing to work out of our San Francisco office–this is not a remote position

Lantern is deeply committed to creating a culturally diverse workplace. People of color, LGBTQI folks, women, and people with disabilities are strongly encouraged to apply.