[Hiring] Manager of Customer Success @Propelus

Role Description

The Customer Success Team Manager is a strategic problem solver, overseeing a team of CSMs and driving the execution of department-wide initiatives. The Manager of Customer Success will use their previous CSM and SaaS Enterprise experience to develop and implement data-based strategies to improve customer satisfaction, reduce churn, and identify opportunities for expansion.

This role involves managing a team of CSMs that own enterprise, high-value, strategic accounts and collaborating with cross-functional teams to align customer success strategies with broader business objectives. The Manager of Customer Success also plays a critical role in resource allocation and process innovation.

What You'll Do

• 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.
• Continuously improve the processes by which the team operates.
• Gain insight into individual strengths and goals, specific accounts, and requests, sharing experience in executing complex contract renewals, expansions, and upsells.
• 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.

Qualifications

• 5+ years of experience in Customer Success, specifically within the SaaS Healthcare environment.
• Comfortability and familiarity working with enterprise level accounts.
• 2+ years of strong experience managing a team of Customer Success professionals in a SaaS environment.
• A deep familiarity with the SaaS and Healthcare environments.
• Sharp analytical skills and deep experience of customer success best practices within the technology industry.
• Experienced presentation skills, especially with data reporting internally and leading EBRs externally.
• Ability to work effectively in a fast-paced, dynamic, and remote environment.
• 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 direct reports.
• Proficiency in using customer success platforms and CRM systems.

Requirements

• Previous strategic experience in guiding teams and accounts simultaneously.
• Ability to delegate, lead, and motivate a team while holding them accountable.
• Analytical problem-solving skills, able to interpret data and insights, and create active solutions accordingly.

Benefits

• Health Insurance: Up to 100% of the premium for employee medical insurance.
• Generous PTO:
  • 0–4 yrs: 20 days
  • 5–9 yrs: 25 days
  • 10+ yrs: 30 days (accrues quarterly)
• 14 paid holidays each year.
• One floating holiday to request on any day of your choice.
• 1 paid day off during your birth month.
• 16 hours of Volunteer Time Off.
• 401K with company matching.
• Lifestyle Spending Account (LSA) for personal well-being.
• Employee Assistance Programs for 24/7 support.
• Inclusive hormonal health, fertility, and family-building benefits.
• Discount plan organization for elective care.
• Pet Insurance for emergencies and lab fees.