Senior Group Manager, Customer Success
New
Based in the United StatesFull-TimeManager
Salary$134,000 to $184,000
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Job Details
- Experience
- 10+ years of experience working in high-growth, fast-paced environments; 5+ years of management experience leading Customer Success teams
- Required Skills
- SalesforceTableauAccount ManagementTeam managementData analyticsCustomer Success
Requirements
- 10+ years of experience working in high-growth, fast-paced environments.
- 5+ years of management experience leading Customer Success teams or similar customer-facing functions.
- Experience in the employer-sponsored healthcare benefits space.
- Proven ability to organize and manage multiple initiatives while maintaining focus on business priorities.
- Strong leadership skills with experience coaching, developing, and motivating teams.
- Excellent written and verbal communication skills with the ability to build trust across all organizational levels.
- Ability to communicate effectively with executives, customers, and internal stakeholders.
- Strong analytical and problem-solving abilities with a focus on measurable outcomes.
- Experience managing customer retention, renewals, revenue expansion, and customer satisfaction initiatives.
- Experience using customer success and analytics tools such as Salesforce and Tableau.
- Ability to collaborate effectively with cross-functional teams.
- Passion for improving healthcare outcomes and transforming access to mental health support.
Responsibilities
- Hire, develop, coach, and retain a high-performing team of Customer Success Managers.
- Establish operational consistency across customer segments, ensuring teams have the tools, processes, and support needed for success.
- Partner with Customer Success leadership to optimize team performance, improve enablement programs, and enhance operating procedures.
- Drive accountability for key performance indicators, including renewals, customer retention, revenue growth, and customer satisfaction.
- Oversee revenue forecasting activities and implement strategies to support account health and business objectives.
- Manage executive-level customer interactions and support high-priority clinical or operational escalations.
- Represent Customer Success in strategic sales opportunities, finalist presentations, and internal business reviews.
- Collaborate with teams across Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation to incorporate customer insights into business decisions.
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