Note: The job is a remote job and is open to candidates in USA. Propelus simplifies workforce compliance management across healthcare with innovative technology and strategic partnerships. The Customer Success Team Manager oversees a team of CSMs, driving strategies to improve customer satisfaction and retention while managing high-value accounts and collaborating with cross-functional teams.
Responsibilities
- Lead, mentor, and develop a 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
Skills
- 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 experience leading and managing a team of customer success professionals
- Proven track record of driving customer retention, growth, and advocacy
- Strong understanding of customer success principles, methodologies, and best practices
- Excellent communication, interpersonal, and presentation skills
- Analytical and problem-solving skills, with the ability to interpret data and insights
- Proficiency in using customer success platforms (e.g., Gainsight, Planhat) and CRM systems (e.g., Hubspot)
- Ability to work effectively in a fast-paced, dynamic environment
- Strong leadership skills, with the ability to motivate and inspire a team
Benefits
- Awarded one of BuiltIn's 2025 Best Places to Work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For 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.
- 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.
- For LATAM Employees: 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.
- For LATAM Employees: 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.
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