Senior Group Manager, Customer Success
About the role
For our client, we are seeking a Senior Group Manager, Customer Success to join the team of a leader in the Healthcare space. This role will oversee a high-performing customer success organization, with a focus on team leadership, customer retention, and operational excellence. You will partner closely with senior leaders to strengthen engagement, improve renewal outcomes, and help ensure the team is positioned to address both customer needs and business risks. The position also plays a key role in executive client management, revenue forecasting, and cross-functional alignment across the broader organization. The ideal candidate will bring a strong mix of people leadership, analytical rigor, and experience supporting employer-sponsored health benefits in a fast-paced environment. This is an opportunity to shape team performance, influence key customer outcomes, and contribute to the growth of a healthcare business focused on improving access and experience.
Location
Remote — US-based candidates only; no visa sponsorship available.
Compensation
$134,000 – $184,000 annually.
Responsibilities
- Hire, develop, and retain a high-performing customer success team
- Partner with the Customer Success Director to optimize team performance and operational procedures
- Coach team members to improve customer engagement and retention
- Drive accountability for key performance indicators such as renewal rates and customer satisfaction
- Provide consolidated reporting on team achievements and identify business risks
- Lead risk management strategies to address talent and revenue risks
- Oversee monthly revenue forecasting and mitigate financial risks
- Manage executive-level client engagement and high-visibility escalations
- Represent the department in strategic meetings and reviews
- Collaborate with cross-functional teams to ensure customer feedback is integrated
Qualifications
- 10+ years of experience in a high-growth environment, preferably in customer success leadership
- 5+ years of management experience
- Experience in employer-sponsored health benefits
- Strong organizational skills with the ability to manage multiple initiatives
- Excellent verbal and written communication skills, with the ability to build trust at all levels
- Proficiency with Salesforce and Tableau; Gainsight experience is a plus
- Passion for mental health and transforming healthcare
Benefits
- Comprehensive healthcare coverage including medical, dental, and vision
- Access to coaching and therapy services for employees
- Equity through discretionary restricted stock units
- Generous paid time off policies including vacation and sick days
- Paid parental leave
- 401K with up to 3% matching
- Monthly technology allowance
- Well-being perks and community celebrations throughout the year