Customer Success Manager - IMM

Propelus simplifies workforce compliance management across healthcare, empowering professionals, employers, and regulators to work together. As a Customer Success Manager, you will ensure customer satisfaction and success by managing a portfolio of clients, building strong relationships, and identifying opportunities for product adoption and expansion.

Responsibilities:

• Manage a portfolio of assigned customers, serving as their primary point of contact and advocate
• Build and maintain strong, long-lasting relationships with key stakeholders across customer organizations
• Partner with Professional Services to onboard new customers and foster a smooth transition to ensure long-term success
• Collaborate with customers to create and execute shared success plans, aligning with their business goals to drive continuous value
• Proactively monitor customer health and leverage the CSP system to stay data-driven in our approach, utilizing playbooks to address potential risks, track customer interactions, and ensure timely follow-up
• Partner with internal teams, including Support and Product, to resolve customer challenges and ensure their needs are met
• Conduct regular touch points and business reviews to assess progress, discuss goals, and uncover opportunities for improvement
• Provide ongoing support and guidance to customers on product features, best practices, and strategies for maximizing value
• Identify upsell, cross-sell and expansion opportunities within existing accounts, fostering stronger relationships and driving additional value
• Create customer advocates through case studies, references, and testimonials, while ensuring timely renewals and long-term customer retention
• Contribute to the development and refinement of customer success best practices and processes to enhance team performance

Requirements:

• Experience in customer success or account management roles
• Strong interpersonal skills and ability to build relationships with stakeholders
• Ability to manage multiple accounts and prioritize tasks effectively
• Proficiency in using customer success platforms and data-driven approaches
• Excellent communication skills, both verbal and written
• Ability to identify upsell and cross-sell opportunities
• Experience in conducting business reviews and assessing customer progress
• Strong problem-solving skills and ability to collaborate with internal teams
• Experience in creating success plans aligned with customer goals
• Ability to provide ongoing support and guidance on product features
• Experience in the healthcare industry
• Familiarity with compliance management solutions
• Knowledge of customer success best practices
• Experience with case studies and customer advocacy programs