Customer Success Manager
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Job Description
Customer Success Manager leading CSMs, retention, and expansion strategies for Propelus’s healthcare compliance technology. Using customer data to reduce churn and improve enterprise account outcomes.
Responsibilities:
- Lead, mentor, and develop a diverse team of Customer Success Professionals
- Provide coaching, training, and performance feedback
- Continuously improve team operating processes
- Support CSMs with account strategy and complex contract renewals, expansions, and upsells
- Collaborate with Sales and other teams to drive retention and growth
- Develop and implement data-based customer success strategies
- Analyze customer data and health trends to mitigate churn risks
- 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
- Create and improve customer success playbooks, best practices, and training materials
- Manage team resources, workload distribution, capacity planning, and utilization
Requirements:
- 5+ years of experience in Customer Success
- 2+ years of experience managing a team of customer success professionals
- Strong analytical skills and customer success best-practice knowledge in the technology industry
- Experience presenting data internally and leading external EBRs
- Ability to work effectively in a fast-paced, dynamic, remote environment
- Proven track record driving customer retention, growth, and advocacy
- Strong understanding of the customer lifecycle and customer success principles, methodologies, and best practices
- Excellent communication and interpersonal skills
- Proficiency with customer success platforms and CRM systems
- Experience with Gainsight, Planhat, and HubSpot preferred
- Familiarity with the healthcare environment preferred
- Comfort working with enterprise-level accounts preferred
- Bachelor's degree in Business Administration, Marketing, or a related field preferred
- Legally authorized to work in the US; sponsorship unavailable
Benefits:
- Employee medical insurance premium covered up to 100%
- Affordable spouse and child medical coverage through employer contribution
- HSA, FSA, medical, dental, and vision insurance options
- Dental and vision options with 100% of employee premium covered
- 20–30 days PTO annually based on tenure, accruing quarterly and available immediately
- 14 paid holidays for US-based teams
- One floating holiday
- One paid birthday day off during birth month
- 16 hours Volunteer Time Off
- Additional leave options
- Compliance with more favorable state and local leave laws
- 401(k) with company matching
- Financial planning education and resources
- Annual Lifestyle Spending Account for wellness, WFH equipment, and other eligible expenses
- 24/7/365 Employee Assistance Program with counseling, legal and financial services, and care referrals
- Carrot fertility, hormonal health, and family-building benefits
- Beyond Med discounted elective care plan
- Spot Pet Insurance
- Remote-first, global, distributed company
- Sponsored anniversary trips for 10- and 20-year employees
- Professional development allowance
- Equal opportunity and inclusive workplace
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