[Hiring] Manager, Customer Success @ResMed

Role Description

The Manager, Customer Success plays a critical leadership role within the Customer Success organization. Reporting to the Director of Customer Success, this role is responsible for leading and mentoring the Customer Success Manager (CSM) and Customer Success Specialist teams. The Manager, Customer Success ensures consistent execution of customer engagement strategies, drives adoption of Brightree solutions, supports operational excellence across the team, and actively works to grow revenue and mitigate risk. The Manager plays an active role in engaging with strategic customers across a broad scope of initiatives.

Responsibilities

• Executive‑level point of escalation for strategically significant customers.
• Build and maintain strong relationships with healthcare providers, enterprise clients, and internal leaders to support adoption, retention, and satisfaction.
• Manage and Execute Customer Negotiations & Escalations.
• Successfully employs special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
• Owns escalation path for CSM and Specialist-managed accounts, responding with urgency and clarity.
• Lead Staff Development.
• Leads and develops the Customer Success Manager and Specialist teams to drive customer ROI and satisfaction.
• Coaches team members to identify and mitigate customer risk and promote long-term engagement while maintaining low churn levels.
• Lead, mentor, and coach a team of individual contributors to achieve performance targets and long‑term career growth.
• Provides performance feedback and career development guidance to team members.
• Team execution of expansion goals and maintaining best in class net revenue retention.
• Implement processes and tools to support scalable customer success practices through multiple pathways; in-person, virtually and digitally.
• Implement clear team and individual goals that align with company goals, objectives, KPIs, and operating rhythms to monitor team performance and drive accountability.
• Partners with the Director of Customer Success to align team goals with broader organizational objectives.
• Supports execution of strategies to increase adoption and optimize customer operations.
• Execution and monitoring of SOPs to verify consistency in customer experience.
• Collaborate with cross-functional teams to ensure alignment on customer priorities and initiatives.
• Travels up to 40% overnight based on business needs.

Qualifications

• Minimum 4 years of HME experience required.
• Minimum 4 years of related experience leading customer-facing teams.
• Proven success in executing change management initiatives and driving measurable results.
• Proven ability to manage multiple priorities and respond with urgency to customer needs.
• Strong interpersonal and communication skills.
• Demonstrated versatility and problem-solving ability.
• Maintains strong understanding of HME industry trends and customer needs.
• Industry relationships with customers, partners, and advocacy groups a plus.
• Bachelor’s degree in business, education, nursing, healthcare administration, or a related field. Equivalent experience or certifications will be considered.
• Proficiency in Microsoft tools, Salesforce, Gainsight, and other platforms.
• Experience working with Brightree software and services.
• Professional demeanor and commitment to excellence in conduct and appearance.
• Self-directed, motivated, resourceful learner with strong dedication and commitment level to the tasks at hand.
• Outstanding presentation, written, and verbal communication skills.
• Ability to work in a fast paced, high-pressure environment on a high performing and dynamic team.

Benefits

• Comprehensive medical, vision, dental, and life insurance.
• AD&D, short-term and long-term disability insurance.
• Sleep care management.
• Health Savings Account (HSA) and Flexible Spending Account (FSA).
• Commuter benefits.
• 401(k) and Employee Stock Purchase Plan (ESPP).
• Employee Assistance Program (EAP) and tuition assistance.
• Fifteen days Paid Time Off (PTO) in the first year of employment.
• Eleven paid holidays plus three floating days.
• Eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Compensation

A reasonable estimate of the current base range for this position is: $112,000 - $168,000. Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.