[Hiring] Senior Manager, Customer Success @Medely

Role Description

We are looking for a Senior Manager of Customer Success to lead our Strategic and Growth teams. You will empower a team of Customer Success Managers to build proactive, value-driven partnerships with post-acute and outpatient facilities - strengthening retention, identifying expansion opportunities, and delivering measurable customer outcomes.

As Medely’s SMB customer base grows, we need a leader who can build a more scalable and consistent Customer Success approach without losing the quality of our customer relationships. This role will strengthen how we segment, engage, and create value for customers across our Strategic and Growth portfolios.

Reporting to the Senior Director of Customer Success, you will:

• Lead a team of Strategic and Growth CSMs responsible for managing small- and medium-sized books of business.
• Refine the team’s retention and expansion strategy.
• Develop repeatable playbooks.
• Use customer insights, performance data, and market trends to guide priorities.
• Coach and develop CSMs.
• Translate broader company strategy into clear team execution.
• Help strengthen Medely’s presence within the healthcare community.
• Occasional local and overnight travel may be required for client meetings, industry engagement, and market-development activities.

Qualifications

• 4+ years of people-management experience in Customer Success or Account Management, ideally leading teams in a high-volume or SMB environment.
• A measurable track record of improving retention, reducing churn, and driving revenue expansion.
• A strong people leader who coaches CSMs to become trusted strategic partners and confident commercial operators.
• Ability to use data to identify performance gaps, set priorities, and turn customer and operational insights into action.
• Comfortable with tools such as Salesforce, Gong, Tableau, AI productivity tools, and Google Workspace.
• Bachelor’s degree or equivalent practical experience.

Requirements

• Experience leading Customer Success teams through meaningful growth or change while maintaining strong customer relationships.
• Ability to move comfortably between strategy and execution - setting the direction, building the playbook, and helping your team apply it in real customer conversations.
• Experience in scaling Customer Success without reducing it to reactive support or routine check-ins.
• Experience in healthcare technology, SaaS, workforce marketplaces, or EMR ecosystems is a plus.

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!