Customer Success Manager

Job not on LinkedIn

🕒 April 15

🇺🇸 United States – Remote

💵 $144k - $160k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Medely

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

⚕️ Healthcare Insurance

🏪 Marketplace

☁️ SaaS

💰 Seed Round on 2017-04

Healthcare Insurance • Marketplace • SaaS

Medely is an online talent marketplace that connects healthcare professionals, including nurses and allied health technicians, with healthcare facilities such as hospitals, surgical centers, and post-acute care facilities. It offers flexible working solutions like per diem shifts, travel assignments, and local assignments, allowing professionals to work on their terms. The platform provides tools for workforce management, credentialing, and timesheet and billing management. Medely aims to streamline staffing processes and delivery of healthcare services by connecting facilities directly with qualified staff quickly and efficiently, without the constraints of traditional agency roles.

📋 Description

• Drive Gross Retention Rate (GRR) and churn mitigation by managing the overall Portfolio Health for the team's entire book of business. • Design and implement scalable programs and processes to improve retention, expansion, and customer engagement • Build and coach commercial expertise across the team, including value-based selling, negotiation, navigating legal/procurement hurdles, and using data in customer interactions • Forecast team bandwidth and headcount (Capacity Planning) based on evolving customer segments and revenue targets. • Analyze churn data, market trends, customer interactions, and customer health scores to predict future trends and proactively adjust team strategy. • Onboard and train new hires as well as maintain a high level of performance for individuals across the team. • Act as the internal "voice of the customer," providing aggregate qualitative and quantitative feedback and suggestions to the Product team. • Identify "At-Risk" patterns across the customer segment and deploy targeted mitigation strategies to save accounts. • Serve as the primary escalation point for cross-functional friction (e.g., poor handoffs) and negotiate new Service Level Agreements (SLAs) as needed. • Maintain expert knowledge of the Medely product, the healthcare staffing industry, competitive landscape, market happenings, and trends. • Build and maintain honest, genuine rapport with team, cross-functional colleagues, and key stakeholders.

🎯 Requirements

• A minimum of 3+ years of people management experience in Customer Success or Account Management, ideally within a high-volume or SMB environment • Proven experience owning or influencing retention, churn, or expansion metrics • Strong ability to coach and develop team members in both customer engagement and commercial skills • Comfortable operating in a data-driven environment, using insights to inform strategy and decision-making • Adept at establishing and maintaining trusting relationships with direct reports, lateral colleagues, and stakeholders • Collaborative leader who supports their team while holding a high bar for performance and accountability • Share our mindset that problems are opportunities for teachable moments. • Strong technical skills, including Salesforce.com, Slack, Gong, Tableau, various AI tools, and Google Suite

🏖️ Benefits

• Competitive Compensation: Based on experience and performance • Long-term Incentives: 401k • Healthcare Benefits: Full suite of benefits including medical, dental, and vision insurance • Flexibility: We believe that work/life balance is important, so we offer flexible and unlimited PTO • Paid parental leave • Purpose: Join a growing mission-oriented startup that is modernizing the healthcare industry nationally! • Ownership: Drive meaningful business impact on a team you’ll help build and define! • Remote: Work in a digital environment with all the tools to achieve your work as though you were in the office!