Senior Group Manager, Customer Success
New
United StatesFull-TimeManager
Salary134,000 - 184,000 USD per year
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Job Details
- Experience
- 10+ years of work experience; 5+ years of management experience
- Required Skills
- SalesforceTableauRisk ManagementCustomer Success
Requirements
- 10+ years of work experience in a high-growth, fast-paced environment
- Experience leading Customer Success or similar teams
- 5+ years of management experience
- Experience in employer-sponsored health benefits space
- Ability to effectively organize and manage multiple company initiatives
- Proven ability to positively influence peers
- Excellent listening and communication skills
- Experience with Salesforce and Tableau
- Experience with Gainsight is a plus
Responsibilities
- Hire, develop, and retain a team of high-performing Customer Success Managers while ensuring operational consistency across customer tiers and segments.
- Partner with the Customer Success Director to monitor team performance, optimize operational procedures, and elevate training or enablement needs.
- Coach Customer Success Managers to maximize member engagement, customer retention, revenue growth, and value actualization through strategic reporting.
- Drive team accountability for core department KPIs, including renewal rates, customer retention, net-new revenue expansion, and customer satisfaction.
- Provide consolidated reporting on team achievements, identifying business risks or macroeconomic trends blocking desired results.
- Lead risk management strategies across assigned segments to address talent, relationship, and revenue risks through cross-functional reviews and account meetings.
- Oversee monthly revenue forecasting, ensuring strategies are deployed to mitigate financial risks and support underperforming accounts.
- Manage executive-level client engagement and high-visibility clinical or operational escalations alongside your team.
- Represent the Customer Success department in late-stage prospect finalist meetings and strategic internal deal reviews.
- Collaborate closely with cross-functional partners across Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation to ensure the voice of the customer is reflected across all business units.
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