Manager of Customer Success
New
P
PropelusHealthcare SaaS
Remote - USFull-TimeManager
Salary100,000 - 120,000 USD per year
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Job Details
- Experience
- 5+ years of experience in Customer Success; 2+ years of strong experience managing a team of Customer Success professionals in a SaaS environment
- Required Skills
- Team managementCustomer SuccessSaaS
Requirements
- Have 5+ years of Customer Success experience, specifically in a SaaS healthcare environment.
- Have 2+ years of experience managing a team of Customer Success professionals in a SaaS environment.
- Have experience with enterprise-level accounts.
- Demonstrate analytical skills and experience using data and insights to develop solutions.
- Have experience with customer success best practices and processes in the technology industry.
- Have presentation skills, including data reporting internally and leading external EBRs.
- Show a track record of driving customer retention, growth, and end-user advocacy.
- Understand the customer life cycle and customer success principles, methodologies, and best practices.
- Have experience guiding teams and accounts simultaneously.
- Have strong communication and interpersonal skills with external stakeholders and direct reports.
- Be proficient with customer success platforms and CRM systems.
Responsibilities
- Lead, mentor, and develop a team of Customer Success Professionals through coaching, training, and performance feedback.
- Guide CSMs in managing their accounts and executing complex contract renewals, expansions, and upsells with Sales and other teams.
- Develop customer success strategies to improve satisfaction, retention, and expansion.
- Analyze customer data and health trends to mitigate churn risks and identify product and service improvement opportunities.
- Partner with Operations to design and test workflows for customer segments.
- Present team performance and customer insights to Director-level leadership with recommendations for improvement.
- Create and continuously improve customer success playbooks, best practices, and training materials.
- Manage workload distribution, capacity planning, and team resource utilization.
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