Manager of Customer Success (Remote, US)

About this role

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:

- 5+ years of experience in Customer Success.

- 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.

- Bachelor's degree in Business Administration, Marketing, or a related field.

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.

If your experience is close but doesn't fulfill all requirements, please apply. We're building the best team in healthcare and are focused on hiring individuals with unique backgrounds, perspectives, and experiences to support us in doing good, what’s human, and making a difference.

BENEFITS AND PERKS FOR PROPELUS EMPLOYEES

US Employees:

- Health Insurance: We cover up to 100% of the premium for employee medical insurance. Plans for spouses and children are made affordable through Propelus’ generous contribution - Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents. - Dental and Vision plans, both including an option with 100% of the premium covered for employees

- Generous PTO: - Accrual: (full-time US): 0–4 yrs 20 days | 5–9 yrs 25 days. | 10+ yrs 30 days per year (accrues quarterly: Jan 1, Apr 1, Jul 1, Oct 1; and is available immediately). - US-based teams observe 14 paid holidays each year - Floating Holiday: One floating holiday is yours to request on any day of your choice. This is separate from your PTO. - Birthday Holiday: Your birthday deserves celebrating! You get 1 paid day off during your birth month, separate from your PTO. - Volunteer Time Off: 16 hours available to you, that allow you to make an impact on causes that are meaningful to you. - Additional leave options: to support you in embracing life centricity - State & local leave laws - Where state or local leave laws provide additional protections, Propelus will comply with whichever regulation is more favorable to the employee.

- 401K with company matching, as well as financial planning education and resources.

- Lifestyle Spending Account (LSA): We supp

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