Note: The job is a remote job and is open to candidates in USA. Propelus provides workforce compliance management technology and solutions for the healthcare sector. The Manager, Customer Success leads a team of Customer Success Professionals, develops strategies to improve satisfaction and retention, and identifies expansion opportunities. The role also oversees resource allocation, process innovation, data analysis, and cross-functional customer success initiatives.
Responsibilities
- 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
Skills
- • Bachelor's degree in Business Administration, Marketing, or a related field
- • 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
- • 5+ years of experience in customer success, account management, or a similar role, preferably in a SaaS environment
- • 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
- 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.
- For US Employees: 401K with company matching, as well as financial planning education and resources.
- For US Employees: Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
- For US Employees: Lifestyle Spending Account (LSA): an annual lifestyle spending account that you can use for a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door.
- For LATAM Employees: 100% coverage of health insurance premiums, with national and international coverage.
- For LATAM Employees: Propelus Flex Club, a flexible benefits platform with monthly points to redeem on what you need most, plus access to exclusive discounts.
- For LATAM Employees: Life insurance policy paid 100% by the company, with the option to add beneficiaries at an exclusive, discounted rate.
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