Manager of Customer Success (Remote, US)

Propelus provides workforce compliance management technology and services for the healthcare industry. The Manager of Customer Success leads a team of Customer Success Professionals, develops data-based strategies to improve satisfaction and retention, and identifies expansion opportunities. The role also manages resources, analyzes customer health trends, and collaborates with cross-functional teams to improve processes and customer outcomes.

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
• Your priorities and focus will grow and change with you and the team, as you will be continuously improving the processes by which the team operates
• Lead CSMs by gaining insight into their individual strengths and goals, their specific accounts and the requests therein, andsharing your experience with success 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 data and health trends 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
• 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:

• 5+ years of experience in Customer Success, specifically within the SaaS Healthcare environment
• taking operational control of a rapidly evolving environment and tackling challenges that require conceptual and strategic thought
• Comfortability working with enterprise level accounts
• 2+ years of strong experience managing a team of Customer Success professionals in a SaaS healthcare environment, owning the end goals and delegating the details to the team
• A deep familiarity with the Healthcare environment and a deeper understanding of the industry and population we are serving
• Sharp analytical skills and a deep experience of customer success best practices within the technology industry, while implementing effective processes that drive success
• Experienced presentation skills, especially with data reporting internally and leading EBRs externally
• 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
• Previous strategic experience in guiding teams and accounts simultaneously, and understanding the differences needed between the two
• Excellent communication and interpersonal skills, both with external stakeholders and your direct reports
• Proficiency in using customer success platforms and CRM systems
• Have not led a team of Customer Success Managers previously
• Do not have experience working in a SaaS Healthcare environment as a CSM
• Have never served as a CSM working on Enterprise accounts
• Are not analytical in problem-solving, able to interpret data and insights, and create active solutions accordingly
• Cannot delegate, lead, or are uncomfortable with motivating a team and holding them accountable
• Require a step by step guidebook to drive your decision making process
• Experience with Gainsight
• Bachelor's degree in Business Administration, Marketing, or a related field