Manager, Customer Success

About the 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 delivers seamless compliance solutions leveraging 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 operates at a strategic level, overseeing a team of CSMs and driving the execution of department-wide initiatives. This role 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.

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.

Requirements

• 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 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, 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.

Preferred Qualifications

• 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

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.

• For US Employees:
  • 401K with company matching, as well as financial planning education and resources.
  • Medical, dental, and vision coverage options including HSA, FSA, and traditional insurance for employees and dependents.
  • Lifestyle Spending Account (LSA) for personal well-being (e.g., gym membership, meditation app, WFH equipment, fresh produce).
  • Professional development allowance.
  • Flexible work-life balance with ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.
• For LATAM Employees:
  • 100% coverage of health insurance premiums with national and international plans.
  • Propelus Flex Club: monthly points to redeem on personal needs plus exclusive team discounts.
  • Company-paid life insurance with optional discounted rates for beneficiaries.

Pay

Compensation Range: $110,000 - $130,000

Schedule

Full-time positions are scheduled to work 40 hours per week, Monday through Friday, unless required otherwise by projects. Part-time positions are scheduled to work a maximum of 30 hours per week.