Customer Success Manager
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Job Description
Customer Success Manager leading teams and retention strategies for Propelus, a healthcare workforce compliance technology company. Driving renewals, expansion, customer health analytics, and cross-functional process improvement.
Responsibilities:
- Lead, mentor, and develop a diverse team of Customer Success Professionals through coaching, training, and performance feedback
- Support complex contract renewals, expansions, and upsells with CSMs, Sales, and other teams
- Develop and implement strategies to improve customer satisfaction, retention, and net revenue retention
- Analyze customer health trends and data to mitigate churn risks and identify product and service improvements
- Partner with Operations to design and test workflows for customer segments
- Align with Sales, Product, and Marketing leadership on account growth strategies and cross-functional initiatives
- Present team performance and customer insights to Director-level leadership with strategic recommendations
- Improve customer success playbooks, best practices, and training materials
- Manage team resources, workload distribution, capacity planning, and utilization
Requirements:
- Bachelor's degree in Business Administration, Marketing, or a related field
- 5+ years of experience in customer success, account management, or a similar role, preferably in SaaS
- 2+ years of experience leading and managing a customer success team
- Proven record of driving customer retention, growth, and advocacy
- Strong understanding of customer lifecycle, success principles, methodologies, and best practices
- Excellent communication and interpersonal skills
- Presentation skills for internal data reporting and external executive business reviews
- Analytical and problem-solving skills with ability to interpret data and create solutions
- Proficiency with customer success platforms and CRM systems
- Ability to work effectively in a fast-paced, dynamic, remote environment
- Experience with Gainsight, Planhat, and HubSpot preferred
- Familiarity with the healthcare environment preferred
- Comfort working with enterprise-level accounts preferred
- Strategic experience guiding teams and accounts simultaneously preferred
- Legally authorized to work in the US; sponsorship unavailable
Benefits:
- Professional development allowance
- Flexible work arrangements
- Ample PTO
- Paid time off for volunteering
- Paid time off for your birthday
- Paid time off for becoming a new parent
- 401K with company matching (US employees)
- Financial planning education and resources (US employees)
- HSA, FSA, and traditional medical, dental, and vision insurance options for employees and dependents (US employees)
- Lifestyle Spending Account for well-being expenses, including gym memberships, meditation apps, WFH equipment, and fresh produce (US employees)
- 100% company-paid health insurance premiums with national and international coverage (LATAM employees)
- Propelus Flex Club flexible benefits platform with monthly redeemable points and exclusive discounts (LATAM employees)
- Company-paid life insurance policy, with discounted beneficiary additions (LATAM employees)
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