Manager, Customer Success

Job description

Propelus® simplifies workforce compliance management across healthcare. Our innovative technology and strategic partnerships empower millions of professionals, their employers, and regulators to work together, creating a connected and efficient healthcare ecosystem. As a trusted leader for over 20 years, Propelus has focused on bringing more good into the lives of the people and organizations serving healthcare. We deliver seamless compliance solutions to millions. We leverage market-leading technology and essential data to simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce. Job Summary: The Customer Success Team Manager operates at a strategic level, overseeing a team of CSMs and driving the execution of department-wide initiatives. The Team Manager develops and implements strategies to improve customer satisfaction, reduce churn, and identify opportunities for expansion. Reporting to the Sr. Director of Customer Success, this position requires strong leadership, analytical skills, and a deep understanding of customer success best practices within the technology industry, while implementing effective processes. This role involves managing CSMs that own high-value accounts and collaborating with cross-functional teams to align customer success strategies with broader business objectives. The Team Manager also plays a critical role in resource allocation and process innovation. What You'll Do: - Lead, mentor, and develop a small and diverse team of Customer Success Professionals, providing coaching, training, and performance feedback to ensure high levels of performance and professional growth. - Support CSMs in executing complex contract renewals, expansions and upsells, collaborating with Sales and other teams as necessary to drive retention and growth. - Develop and implement customer success strategies to improve satisfaction, retention, and expansion (NRR), leveraging data to identify opportunities for improvement. - Analyze customer health trends and data to proactively mitigate churn risks and identify opportunities for product and service improvements. - Partner with Operations to design and test new workflows for customer segments, optimizing processes and enhancing efficiency. - 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, offering strategic recommendations for continuous improvement. - Contribute to the creation and continuous improvement of customer success playbooks, best practices, and training materials. - Manage team resources effectively, ensuring optimal workload distribution, capacity planning, and utilization. We'd Like You To Have: - 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 a SaaS environment. - 2+ years of strong experience leading and managing a team of customer success professionals. - Proven track record of driving customer retention, growth, and advocacy for end users. - Strong understanding of the customer life cycle, and customer success principles, methodologies, and best practices. - Excellent communication and interpersonal skills, both with external stakeholders and your direct reports. - Experienced presentation skills, especially with data reporting internally and leading EBRs externally. - Analytical and problem-solving skills, with the ability to interpret data and insights, and create active solutions accordingly. - Proficiency in using customer success platforms and CRM systems . - Ability to work effectively in a fast-paced, dynamic, and remote environment. It Would Be Great If You Had: - Experience with Gainsight, Planhat, and Hubspot - Familiarity with the Healthcare environment and a deeper understanding of the industry and population we are serving - Comfortability working with enterprise level accounts - Previous strategic experience in guiding teams and accounts simultaneously, and understanding the differences needed between the two. BENEFITS AND PERKS FOR PROPELUS EMPLOYEES INCLUDE BUT ARE NOT LIMITED TO: - Awarded one of BuiltIn's 2025 Best Places to Work https://builtin.com/awards/colorado/2025/best-midsize-places-to-work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers https://propelus.com/article/silver-stevie-award-2025-great-employers/. - Professional development allowance to help you grow in the ways that mean the most to you. - Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent. - Check us out for yourself at our careers page https://propelus.com/careers/ or our Propelus culture https://instagram.com/propelusculture/?img_index=1 Instagram accounts. For US Employees: - 401K with company matching, as well as financial planning education and resources. - Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents. - Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door. For LATAM Employees: - Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are. - Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team. - We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate. We are an equal opportunity employer and value diversity at Propelus. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Candidates from all backgrounds are encouraged to apply. Full-time positions are scheduled to work 40 hours per week, M-F unless required otherwise by projects. Part-time positions are scheduled to work a maximum of 30 hours per week. Equipment, benefits, and perks are not provided to part-time or temporary employees.