Customer Success Team Manager

Vaga não está no LinkedIn

🕒 Outubro 23

🚗 Michigan – Remoto

🚗 Michigan – Remote

💵 $85.000 - $105.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

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Protocall Services, Inc.

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 1992

🏥 Saúde

🤝 B2B

☁️ SaaS

Healthcare • B2B • SaaS

A Protocall Services, Inc. é uma empresa integrada de saúde comportamental que oferece atendimento de crise 24 horas por dia, 7 dias por semana, além de um conjunto de soluções clínicas digitais e de nível populacional sob seu Ecossistema Welltrack. Por mais de 30 anos, tem proporcionado resposta imediata a crises, encaminhamento e coordenação contínua de cuidados, além de ferramentas digitais de TCC e gerenciamento de cuidados, desenvolvidas por profissionais para apoiar escolas, comunidades, empresas e sistemas de saúde pública. A Protocall combina serviços liderados por clínicos com tecnologia para fechar lacunas no atendimento, ampliar o acesso e coordenar a saúde comportamental em diversos ambientes em todo o país.

Descrição

• Lead, develop, and scale the Customer Success Manager team • Provide direct supervision, coaching, and performance management for Customer Success Managers • Set expectations for customer engagement, account planning, documentation, and follow-through • Lead team meetings, establish action items, and ensure accountability • Support onboarding, training, and ongoing skill development for CSMs • Own customer health, retention, renewal, and expansion outcomes across Protocall’s customer base • Establish and improve customer success best practices, health monitoring, engagement cadences, outreach prioritization, and risk escalation processes • Support churn-risk identification and proactive mitigation strategies • Partner with CSMs on renewal strategy and execution • Identify additional-services and customer-expansion opportunities • Coach CSMs on strategic account plans, complex customer situations, escalations, and sensitive conversations • Ensure use of data, utilization metrics, impact reporting, and customer health indicators in customer strategy • Create and maintain customer success playbooks and standardized workflows • Reinforce accurate CRM and customer success systems usage • Track KPIs related to engagement, retention, account health, expansion, and team execution • Identify execution gaps and lead process improvements • Represent the customer voice in cross-functional discussions • Partner with Sales, Business Development, Clinical, Product, and Operations teams • Communicate customer health trends, retention risks, expansion opportunities, and customer needs to leadership • Monitor behavioral health and customer success industry trends

🎯 Requisitos

• Bachelor’s degree required • 5+ years of experience in Customer Success, Account Management, or Partner Engagement • 2+ years of people management or team leadership experience • Strong foundation in customer success principles, including adoption, retention, renewals, account expansion, proactive engagement, customer health management, and value realization • Demonstrated ability to coach and develop customer-facing professionals • Experience developing and implementing customer success processes, including account segmentation, engagement cadences, customer health monitoring, and risk management • Demonstrated ability to lead and coach a team in identifying and advancing account growth opportunities, setting relationship strategies, and aligning cross-functional partners to achieve growth goals • Strong analytical and organizational skills, with the ability to use customer data and performance metrics to prioritize activities, evaluate outcomes, and drive continuous improvement • Excellent written and verbal communication skills • Comfort using CRM systems and customer health metrics to guide decisions • Graduate degree in behavioral health, public health, or business preferred • Behavioral health training, licensure or experience in a behavioral health service delivery is a plus • Familiarity with telehealth or digital health platforms • Experience working with higher education institutions, public or private sector behavioral healthcare organizations, and/or employee assistance programs

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