Customer Success Manager Jobs in Phoenix, AZ

Empower Community Care is a family of mission-driven organizations delivering evidence-based behavioral health, child welfare, and community care programs and services. Our portfolio includes BSFT, Carey Group, Evidence-Based Associates (EBA), FFT LLC, MST Services, Orbis, and The Incredible Years — each advancing outcomes for children, families, and the communities we serve. Empower's mission is to develop, deliver, and sustain evidence-based behavioral health programs, combining clinical excellence with the workforce, data, and technology infrastructure that make lasting system change possible. Our vision is to be the system support partner that states and communities turn to when they need evidence-based care to take hold and hold, not just get piloted and reported on. At the center of that work is a simple belief: families do better when care meets them where they are. Everyone on our team, including the people representing our work in the field, gets to see that belief turn into real families staying together and thriving.
Today, Empower serves more than 3,000,000 families through 2,000-plus customers across all 50 states and 35 countries. We work across the five systems where families need us most: youth justice, child welfare, behavioral health, adult justice and corrections, and early childhood and schools. Joining our sales team means representing evidence-based programs, including MST, FFT, BSFT, and Incredible Years, alongside the assessments, professional development, implementation support, and technology that make those programs work in practice, not just on paper.
Empower is entering a defining, exciting period of growth. We are bringing seven subsidiary brands together into one connected platform, deepening relationships with state governments and Medicaid systems, and building the infrastructure, including a coordinated regional pod model, needed to support that growth. This Sales Director role sits at the center of that transformation: the chance to lead our Specialty Sales Reps through the transition from individual, program-aligned roles into a coordinated regional pod model, help shape how Empower shows up in the market, and define what it means to sell a unified system rather than a single program. Few sales leaders get to join an organization at this exact inflection point, where the platform, the market demand, and the mission are all coming together at once. For a builder who wants real ownership over both strategy and execution, there may not be a better moment to join. Empower Community Care is seeking an experienced, hands-on Director, Sales & Customer Success to build and lead our specialty sales and customer success teams. Today, our Specialty Sales Reps function as independent contributors aligned to individual programs. This is a foundational leadership role: the Director, Sales & Customer Success will bring structure, coaching, and consistency to this team as it exists today, while helping architect and lead the transition toward a regional pod model over time.
Reporting to the Chief Growth Officer, this role will manage and coach the Specialty Sales Reps aligned to our community-based clinical programs (MST, FFT, BSFT), early childhood and prevention programming (Incredible Years), and assessment and behavior-change tools (Orbis/Carey Group), along with the Customer Success function. Enterprise Sales Reps report directly to the CGO; the Director, Sales & Customer Success will work in close, daily partnership with Enterprise reps to ensure tight collaboration, consistent hand-offs, and a coordinated customer experience across Empower's capabilities: evidence-based programs (MST, FFT, BSFT, and Incredible Years), Assessment & Behavioral Change Solutions, and Organizational Strategy and Advisory.
The ideal candidate is a builder who brings rigor and consistency to pipeline and forecasting discipline, is energized by turning a high-level structure into clear process and team habits, and is genuinely excited to use AI and modern sales tools to remove friction from the sales process. This person will propose the hiring plan for the sales team — identifying, interviewing, and recommending candidates, with final signoff from the CGO — and will be a key architect of Empower's move from independent sales roles toward a coordinated pod model. This role will also help shape how sales and business development represent Empower in the market as the organization evolves from a house of brands to a branded, unified platform, including representing Empower at key industry conferences. Empower moves quickly to adopt AI and expects this leader to actively identify where automation and AI-enabled workflows can improve rep productivity, forecasting accuracy, and customer responsiveness.

• Team leadership: Lead, coach, and develop the Specialty Sales Reps and Customer Success team members, driving a consistent standard for pipeline discipline, activity, and quota attainment across today's independent role structure.
• Hiring plan: Propose the hiring plan for the sales organization — headcount, sequencing, and role design — and lead sourcing and interviewing for open and new roles, with final signoff from the Chief Growth Officer on all hires.
• Enterprise/Specialty coordination: Partner closely with the Chief Growth Officer and Enterprise Sales Reps to operationalize the Enterprise/Specialty commercial model, including clear collaboration rules, deal routing, and account hand-offs so opportunities move smoothly between system-level and program-level conversations.
• Sales management: Own day-to-day sales management: pipeline reviews, forecasting, deal coaching, territory and account assignment, and performance management across the sales team.
• RevOps partnership: Partner closely with the Sales/RevOps Manager, who owns HubSpot CRM administration, on pipeline stages, forecasting logic, activity tracking, and reporting needs for the sales organization, ensuring the system reflects how the team actually sells and stays aligned with NetSuite for revenue and contract data.
• AI & automation: Actively identify and implement AI-enabled workflows and automation across the sales process — prospecting, call preparation, proposal generation, CRM hygiene, and reporting — to reduce manual work and increase rep capacity for client-facing time.
• Pod model transition: Partner with the CGO and RevOps to design and lead the organization's transition from today's independent-role structure toward a regional pod model, including defining what a fully functioning pod looks like, sequencing the rollout, and building the commission, territory, and process infrastructure to support it.
• Brand evolution: Support Empower's evolution from a house of brands to a branded house — helping shape how sales and business development represent “One Empower” in the market, and ensuring reps can speak to the platform as well as their individual program or brand.
• Cross-sell strategy: Drive cross-sell and expansion motion across Empower's seven subsidiary brands, ensuring Specialty Reps understand the full portfolio and know when to pull in an Enterprise Rep or a peer Specialty Rep on a joint opportunity.
• Market presence: Attend key industry conferences and events to build brand awareness, represent Empower's platform in the market, and develop networking and collaboration opportunities that support pipeline and partnership development.
• Onboarding & ramp: Build and execute onboarding and ramp plans for new and existing sales hires, defining clear milestones for productivity and quota readiness.
• Implementation hand-off: Partner with Implementation Success under operations and the Program Delivery team to ensure a clean hand-off process from sale to implementation, with clear accountability for adoption and renewal signals feeding back into the sales process.
• Executive reporting: Provide regular, decision-oriented pipeline, forecast, and team-performance updates to the CGO and executive leadership, including clear visibility into hiring progress and the pod-model transition.
• Voice of the field: Represent the voice of the field sales team in shaping go-to-market strategy, marketing plans, and product/program feedback loops.

• Education: Bachelor's degree in business, healthcare administration, or a related field; equivalent experience considered.
• Sales leadership experience: 7+ years of progressive sales experience, including 3+ years directly managing and coaching a field or specialty sales team, ideally in a healthcare, behavioral health, human services, or public-sector-adjacent environment.
• Builder track record: Demonstrated success building or scaling a sales function, with a track record of turning a high-level structure into working process, tools, and team habits.
• Pipeline & CRM discipline: Strong pipeline management and forecasting discipline, with hands-on CRM fluency; direct experience with HubSpot strongly preferred.
• RevOps/ERP comfort: Comfort partnering with finance/RevOps on data that lives in an ERP system; familiarity with NetSuite a plus.
• Multi-buyer coaching: Proven ability to coach a team selling complex, consultative offerings to multiple buyer types (e.g., government/system-level buyers and program-level clinical or operational buyers), and to instill judgment about how and when to route opportunities between them.
• Cross-functional collaboration: Excellent coaching, communication, and cross-functional collaboration skills; able to work effectively with sales reps, marketing, RevOps, Customer Success, and program delivery leadership.
• Hiring experience: Direct hiring experience — sourcing, interviewing, and building a business case for candidates — and comfort proposing a hiring plan to an executive stakeholder for final approval.
• Customer Success: Experience leading or managing a customer success, account management, or renewal function.
• RevOps partnership model: Experience partnering with a RevOps, sales operations, or CRM administrator function rather than owning the system directly — comfortable influencing CRM process and data standards through collaboration.
• AI enthusiasm: Genuine enthusiasm for using AI and modern sales tools to improve team productivity, with a track record of introducing new tools or workflows that reps actually adopt.

• Sector experience: Experience in behavioral health, evidence-based programs, child and family services, human services, education, or criminal justice/juvenile justice markets.
• Government/MCO selling: Experience selling or managing sales into government and managed care organization (MCO) buyers, including familiarity with multi-year, multi-program contract vehicles.
• Comp design: Experience designing or refining commission plans and territory structures alongside RevOps or sales operations.
• Structural transitions: Experience leading a sales team through a structural transition — such as moving from individual contributor roles to a pod, squad, or territory-team model.
• Brand consolidation: Experience supporting a brand or portfolio consolidation — e.g., helping a multi-brand organization move toward a single, unified market-facing identity or platform story.
• Conference representation: Comfortable and effective representing an organization at industry conferences and events, with a track record of turning conference presence into pipeline, partnerships, or brand visibility.
• AI tools: Hands-on experience with AI-enabled sales tools (e.g., AI note-taking, call intelligence, prospecting or proposal automation) and a point of view on responsible, effective adoption — including sound judgment around data privacy, accuracy, and appropriate human review.
• Lean/fast-moving orgs: Experience working in a lean, fast-moving commercial organization where the leader is expected to be both strategic and hands-on.

• Background Check: Employment is contingent upon successful completion of a background check, consistent with applicable law and Empower's standard hiring practices.
• Confidentiality: This role may involve exposure to confidential organizational, financial, and/or clinical program information. The employee must maintain strict confidentiality and comply with Empower's internal data governance and confidentiality policies.
• Work Environment: This is a remote, computer-based position requiring prolonged periods of sitting and extended use of a computer, keyboard, and video-conferencing tools, along with travel of approximately 25–35% of the time for in-person meetings, client engagements, and industry conferences. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA.
• Other Duties: This job description reflects the general nature and level of work performed and is not intended to be a comprehensive list of all responsibilities, duties, and skills required. Duties, responsibilities, and activities may change at any time with or without notice.

Base Salary: $160,000-$170,000 per year
OTE (base plus target incentive): $200-212,500, with upside above target for exceeding plan.

Empower Community Care offers a competitive total-rewards package, which includes medical, dental, and vision coverage; retirement savings; paid time off and holidays; and life insurance.

Equal Employment Opportunity

Empower Community Care is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

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