Manager, Customer Success
New
P
Parachute HealthHealthcare Technology
Remote-firstFull-TimeManager
Salary$100,000-$150,000 Base + Commission
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Job Details
- Experience
- 5+ years of experience in Customer Success; 3+ years of management experience
- Required Skills
- MentoringCustomer SuccessHubSpotAccount ManagementCRM
Requirements
- 5+ years of experience in Customer Success with a track record of managing complex or enterprise-level accounts.
- 3+ years of management experience.
- Prior experience mentoring, coaching, or leading other CSMs.
- Deep knowledge of the HME, DME, or home health industry.
- Strong commercial instincts related to retention and expansion.
- Excellent judgment in high-stakes customer situations.
- Proven ability to explain strategic decisions clearly to team members.
- Organized and process-minded with experience in documentation and playbook building.
- Proficiency with HubSpot or similar CRM and CS tooling.
- Bachelor's degree in Business, Healthcare Administration, or related field, or equivalent experience.
Responsibilities
- Serve as the primary day-to-day mentor for newer CSMs, providing guidance on strategy, negotiations, and escalations.
- Manage and mentor a team of up to 5 CSM direct reports.
- Act as a strategic thought partner to the VP of Customer Success to execute plans and track key metrics.
- Own or co-own the development and maintenance of core CS playbooks including onboarding, EBR, renewal, and risk management.
- Carry a focused portfolio of complex, strategically sensitive, or at-risk accounts.
- Identify team skill gaps and work with leadership to design development plans.
- Partner with Sales, Implementation, Product, and Support to ensure consistent cross-functional workflows.
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