Manager of Customer Success
New
P
PropelusHealthcare SaaS
Manager of Customer Success (Remote, US)Full-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
- Customer SuccessSaaS
Requirements
- Bring 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 the ability to interpret customer data and insights to develop solutions.
- Understand customer success best practices, principles, methodologies, and the customer life cycle.
- Have a track record of driving customer retention, growth, and advocacy for end users.
- Bring presentation experience, including internal data reporting and leading external EBRs.
- Be proficient with customer success platforms and CRM systems.
- Work effectively in a fast-paced, dynamic, remote environment.
- Communicate and work effectively with external stakeholders and direct reports.
- Experience with Gainsight is a plus.
- A bachelor's degree in Business Administration, Marketing, or a related field is a plus.
Responsibilities
- Lead, mentor, and develop a team of Customer Success Professionals through coaching, training, and performance feedback.
- Guide CSMs on enterprise, high-value, strategic accounts and complex customer requests.
- Support contract renewals, expansions, and upsells in collaboration with Sales and other teams.
- Develop and implement data-based strategies to improve customer satisfaction, retention, and expansion.
- Analyze customer data and health trends to mitigate churn risks and identify product and service improvements.
- Partner with Operations to design and test workflows for customer segments.
- Present team performance and customer insights to Director-level leadership with recommendations.
- Improve customer success playbooks, best practices, and training materials.
- Manage team resources, workload distribution, capacity planning, and utilization.
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