Manager of Customer Success (Remote, US)

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 a strategic problem solver, overseeing a team of CSMs and driving the execution of department-wide initiatives. The Team Manager develops and implements 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 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.

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  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.

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    Your priorities and focus will grow and change with you and the team, as you will be continuously improving the processes by which the team operates.

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  Support 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.

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  Develop and implement customer success strategies to improve satisfaction, retention, and expansion (NRR), leveraging data to identify opportunities for improvement.

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  Analyze customer data and health trends to proactively mitigate churn risks and identify opportunities for product and service improvements.

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  Partner with Operations to design and test new workflows for customer segments, optimizing processes and enhancing efficiency.

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  Present team performance and customer insights to Director-level leadership, offering strategic recommendations for continuous improvement.

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  Contribute to the creation and continuous improvement of customer success playbooks, best practices, and training materials.

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  Manage team resources effectively, ensuring optimal workload distribution, capacity planning, and utilization.

• 5+ years of experience in Customer Success, 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, owning the end goals and delegating the details to the team.

• 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.

• 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.

• 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.

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

• 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.

• Where state or local leave laws provide additional protections, Propelus will comply with whichever regulation is more favorable to the employee.

• Interview #1: Brief intro screen with our People Ops team

• Interview #2: Introduction with the Hiring Manager

• Interview #3: Team Panel

• Interview #4: Alignment interview with Senior Leadership

If you don’t move forward to the next round, we’ll make sure you know as soon as possible.

Tips for applicants: Focus on your application. At Propelus, everyone has an equal opportunity based on their merit. Reaching out to the team or providing referrals will not change your chances.

We work remotely and communicate asynchronously, so writing is a key skill at Propelus. Please answer the application questions with your own thoughtful responses. Replies like "See resume" or N/A won't lead to an interview. Have some fun with it, we actually read these!

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.