[Hiring] Customer Success Manager @Medely

Role Description

We are looking for a Customer Success Leader to manage our team of SMB Customer Success Managers. This role is critical for ensuring our thousands of facilities recognize the value of the Medely platform.

Compensation: $144,000 - $160,000 OTE (base + commission at plan).

What You’ll Own:

• Drive and maximize Net Revenue across a large book of business.
• Design and implement scaled engagement strategies to ensure customers consistently realize value throughout their lifecycle.
• Define the team's operational excellence and systemic improvement strategies.
• Translate high-level company objectives into actionable team plans.

Why This Role Exists:

• Evolve our Customer Success approach to better support a growing and diverse SMB customer base.
• Develop retention and expansion playbooks.
• Proactively guide team strategy based on data, customer insights, and market trends.

This position may require occasional travel, both local and overnight, to meet with clients and members of the medical community.

The Impact You'll Make:

• Drive Gross Retention Rate (GRR) and churn mitigation by managing the overall Portfolio Health for the team's entire book of business.
• Design and implement scalable programs and processes to improve retention, expansion, and customer engagement.
• Build and coach commercial expertise across the team, including value-based selling, negotiation, navigating legal/procurement hurdles, and using data in customer interactions.
• Forecast team bandwidth and headcount (Capacity Planning) based on evolving customer segments and revenue targets.
• Analyze churn data, market trends, customer interactions, and customer health scores to predict future trends and proactively adjust team strategy.
• Onboard and train new hires as well as maintain a high level of performance for individuals across the team.
• Act as the internal "voice of the customer," providing aggregate qualitative and quantitative feedback and suggestions to the Product team.
• Identify "At-Risk" patterns across the customer segment and deploy targeted mitigation strategies to save accounts.
• Serve as the primary escalation point for cross-functional friction and negotiate new Service Level Agreements (SLAs) as needed.
• Maintain expert knowledge of the Medely product, the healthcare staffing industry, competitive landscape, market happenings, and trends.
• Build and maintain honest, genuine rapport with team, cross-functional colleagues, and key stakeholders.

Qualifications

• A minimum of 3+ years of people management experience in Customer Success or Account Management, ideally within a high-volume or SMB environment.
• Proven experience owning or influencing retention, churn, or expansion metrics.
• Strong ability to coach and develop team members in both customer engagement and commercial skills.
• Comfortable operating in a data-driven environment, using insights to inform strategy and decision-making.
• Adept at establishing and maintaining trusting relationships with direct reports, lateral colleagues, and stakeholders.
• Collaborative leader who supports their team while holding a high bar for performance and accountability.
• Share our mindset that problems are opportunities for teachable moments.
• Strong technical skills, including Salesforce.com, Slack, Gong, Tableau, various AI tools, and Google Suite.

Benefits

• Competitive Compensation: Based on experience and performance.
• Long-term Incentives: 401k.
• Healthcare Benefits: Full suite of benefits including medical, dental, and vision insurance.
• Flexibility: Flexible and unlimited PTO.
• Paid parental leave.
• Purpose: Join a growing mission-oriented startup that is modernizing the healthcare industry nationally!
• Ownership: Drive meaningful business impact on a team you’ll help build and define!
• Remote: Work in a digital environment with all the tools to achieve your work as though you were in the office!