Manager, Customer Success

Propelus simplifies workforce compliance management across healthcare. The Customer Success Team Manager operates at a strategic level, overseeing a team of CSMs and driving the execution of department-wide initiatives to improve customer satisfaction and reduce churn.

Responsibilities:

• Lead, mentor, and develop a small and diverse team of Customer Success Professionals, providing coaching, training, and performance feedback to ensure high levels of performance and professional growth
• Support CSMs in executing complex contract renewals, expansions and upsells, collaborating with Sales and other teams as necessary to drive retention and growth
• Develop and implement customer success strategies to improve satisfaction, retention, and expansion (NRR), leveraging data to identify opportunities for improvement
• Analyze customer health trends and data to proactively mitigate churn risks and identify opportunities for product and service improvements
• Partner with Operations to design and test new workflows for customer segments, optimizing processes and enhancing efficiency
• Align with Sales, Product, and Marketing leadership on account growth strategies and cross-functional initiatives
• Present team performance and customer insights to Director-level leadership, offering strategic recommendations for continuous improvement
• Contribute to the creation and continuous improvement of customer success playbooks, best practices, and training materials
• Manage team resources effectively, ensuring optimal workload distribution, capacity planning, and utilization

Requirements:

• Bachelor's degree in Business Administration, Marketing, or a related field
• 5+ years of experience in customer success, account management, or a similar role, preferably in a SaaS environment
• 2+ years of strong experience leading and managing a team of customer success professionals
• Proven track record of driving customer retention, growth, and advocacy for end users
• Strong understanding of the customer life cycle, and customer success principles, methodologies, and best practices
• Excellent communication and interpersonal skills, both with external stakeholders and your direct reports
• Experienced presentation skills, especially with data reporting internally and leading EBRs externally
• Analytical and problem-solving skills, with the ability to interpret data and insights, and create active solutions accordingly
• Proficiency in using customer success platforms and CRM systems
• Ability to work effectively in a fast-paced, dynamic, and remote environment
• Experience with Gainsight, Planhat, and Hubspot
• Familiarity with the Healthcare environment and a deeper understanding of the industry and population we are serving
• Comfortability working with enterprise level accounts
• Previous strategic experience in guiding teams and accounts simultaneously, and understanding the differences needed between the two