Customer Success Lead

Marble Health•New York, NY

3d•$110,000 - $150,000•Hybrid

About The Position

Marble is building the new operating system for youth mental health by connecting schools, therapists, and health plans on a single platform to unlock access to care today and raise the standard of care for tomorrow. As we expand into new states and deepen existing partnerships, our success depends on strong, trusted relationships with school counselors. As a Customer Success Lead at Marble, you'll own a portfolio of school partnerships end-to-end — and help turn your learnings into a strong foundation on which to scale the function. You'll bring a consultative, sales-minded approach to every partnership: by building trust with counselors, you help us reach more students and grow Marble’s impact on students’s lives. You help define key growth and engagement metrics that help us understand whether our school portfolio is healthy, and hold yourself to a high standard meeting or exceeding these targets. You'll not only be the day-to-day operational backbone for your schools, but a strategic thought partner to them when tackling the youth mental health crises and supporting their students. No two days look the same. In one moment you might be on the phone supporting a counselor navigating a sensitive family situation, in the other you are defining a new playbook on how to create a more delightful counselor onboarding experience. You are the voice of the customer at Marble, and collaborate closely with other internal teams to help us work better every day - from defining new product features to helping our Clinical Operations run more smoothly. Your judgment, empathy, and strategic thought leadership will make a direct difference in Marble's growth and in the lives of the students you help reach care. This role is hybrid, with three days per week in our SoHo, New York City office.

Requirements

4-5+ years of professional experience in a customer-facing role, operating in a fast-paced, complex environment
Proven sales, customer success, or business development track record, ideally in a B2B2C or B2C setting where you consistently exceeded growth / sales / upselling targets
High EQ - you quickly build trust with busy partners, understand their context, and navigate tough conversations with clarity and grace
AI-native - you actively use AI tools to automate workflows, draft communications, and surface insights, and you're always looking for new ways to multiply your output
Proven 0 to 1 builder - you don't just operate without a playbook, you help write the playbook and turn it into processes the team can run
Metrics-driven - You make sense of messy data and turn it into insights that drive decisions
Scrappy and resourceful - you do whatever it takes to keep schools engaged, from running impromptu workshops to persistently following up when things stall
A natural coach - you raise the bar for the people around you, and you're excited by the prospect of growing into a team leadership role as we scale
Based in New York or willing to relocate — we work from our SoHo office three days per week
Mission-driven and energized by improving access to mental health care for kids

Nice To Haves

Experience at an early-stage startup, ideally in a founding role (e.g., Sales, Success, CX)
Experience in EdTech or working with K–12 educators and school-based stakeholders
Background in or strong interest in mental health, psychology, or adjacent human-centered services

Responsibilities

Own a portfolio of strategic school and district partnerships end-to-end — serve as the primary point of contact for school counselors, ensuring consistent, high-quality support and delivery
Build deep relationships with school stakeholders, and proactively identify opportunities to better support the students they serve
Drive growth within your portfolio by helping counselors identify more students who could benefit from care - and help define how we operate as a team to grow referral volume
Define new playbooks, metrics, and dashboards to ensure we keep our schools healthy and prioritize our time efficiently
Leverage AI to automate repetitive workflows so the team can spend more time on the relationships that move the needle
Collaborate with Ops, Product, Growth, and Clinical teams to resolve issues, improve the partner experience, and share frontline insights that shape how Marble serves schools