Manager of Customer Success (Remote, US)

The role

The Manager of Customer Success oversees a team of CSMs and drives department-wide initiatives. You will develop data-based strategies to improve customer satisfaction, reduce churn, and identify expansion opportunities for enterprise accounts.

What you will do

• Lead, mentor, and develop a small and diverse team of Customer Success Professionals
• Provide coaching, training, and performance feedback
• Improve team processes and operations
• Lead CSMs in executing complex contract renewals, expansions and upsells
• Develop and implement customer success strategies to improve satisfaction, retention, and expansion
• Analyze customer data and health trends to mitigate churn risks
• Partner with Operations to design and test new workflows
• Present team performance and customer insights to Director-level leadership
• Contribute to the creation of customer success playbooks, best practices, and training materials
• Manage team resources, workload distribution, capacity planning, and utilization

Required qualifications

• 5+ years of experience in Customer Success, specifically within the SaaS Healthcare environment
• Experience taking operational control of a rapidly evolving environment
• Experience working with enterprise level accounts
• 2+ years of experience managing a team of Customer Success professionals in a SaaS environment
• Deep familiarity with the SaaS and Healthcare environments
• Sharp analytical skills
• Experience with customer success best practices within the technology industry
• Experienced presentation skills with data reporting 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
• Strong understanding of the customer life cycle and customer success principles
• Proficiency in using customer success platforms and CRM systems

Nice to have

• Experience with Gainsight
• Bachelor's degree in Business Administration, Marketing, or a related field

Benefits

• Health Insurance: up to 100% premium coverage for employee medical insurance
• Options for HSA, FSA, and traditional insurance for medical, dental, and vision
• Dental and Vision plans with 100% premium coverage option for employees
• PTO: 20-30 days per year based on tenure
• 14 paid holidays for US-based teams
• One floating holiday
• One paid birthday holiday
• 16 hours of Volunteer Time Off
• 401K with company matching
• Lifestyle Spending Account (LSA)
• Employee Assistance Programs
• Carrot Fertility & Hormonal Support

Before you apply

• Interview process includes intro screen, hiring manager intro, team panel, and alignment interview with Senior Leadership
• Writing is a key skill; application questions require thoughtful responses

About the company

Propelus simplifies workforce compliance management across healthcare using technology and strategic partnerships. They deliver seamless compliance solutions to millions of professionals, employers, and regulators.