Manager of Customer Success (Remote, US)

Customer Success Team Manager

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.

The Customer Success Team Manager is a strategic problem solver, overseeing a team of CSMs and driving the execution of department-wide initiatives. The Manager of Customer Success will use their previous CSM and SaaS Enterprise experience to develop and implement data based 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 skills as you will be working with direct reports, analytically helping them navigate solutions to their problems with accuracy and speed.

This role involves managing a team of CSMs that own enterprise, high-value, strategic accounts and collaborating with cross-functional teams to align customer success strategies with broader business objectives. The Manager of Customer Success 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.
• Lead CSMs by gaining insight into their individual strengths and goals, their specific accounts and the requests therein, and sharing your experience with success 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 data and health trends 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.
• 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, specifically within the SaaS Healthcare environment taking operational control of a rapidly evolving environment and tackling challenges that require conceptual and strategic thought.
• 2+ years of strong experience managing a team of Customer Success professionals in a SaaS environment, owning the end goals and delegating the details to the team.
• A deep familiarity with the SaaS and Healthcare environments and a deeper understanding of the industry and population we are serving.
• Sharp analytical skills and a deep experience of customer success best practices within the technology industry, while implementing effective processes that drive success.
• Experienced presentation skills, especially with data reporting internally and leading EBRs externally.
• Ability to work effectively in a fast-paced, dynamic, and remote environment.
• 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.
• Previous strategic experience in guiding teams and accounts simultaneously, and understanding the differences needed between the two
• Excellent communication and interpersonal skills, both with external stakeholders and your direct reports.
• 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
• Bachelor's degree in Business Administration, Marketing, or a related field

This Role Is Not For You If:

• Have not led a team of Customer Success Managers previously
• Do not have experience working in a SaaS Healthcare environment as a CSM
• Have never served as a CSM working on Enterprise accounts
• Are not analytical in problem-solving, able to interpret data and insights, and create active solutions accordingly.
• Cannot delegate, lead, or are uncomfortable with motivating a team and holding them accountable
• Require a step by step guidebook to drive your decision making process

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): 04 yrs 20 days | 59 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 support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to youwhether it's a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door. Think of it as a bonus for the expenses and experiences you value most.

• Employee Assistance Programs: provides 24/7/365 support by phone and online family clinical counseling, legal & financial services, plus child and elder care referrals.

• Carrot Fertility & Hormonal Support: Inclusive hormonal health, fertility, and family-building benefits with funds toward eligible care.

• Beyond Med: A licensed discount plan organization (DPO) giving you access to elective care like acupuncture, dermatology, fertility, GLP-1, and more at discounted rates.

• Spot Pet Insurance: A financial safety net for your furry family. Get reimbursed for emergencies, lab fees, behavior, x-rays, surgeries, cancer, and more.

LATAM (Costa Rica and Colombia) Employees:

• Your health is our top priority! We cover 100% of employee 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