Customer Success Manager

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November 21

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Propelus

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Compliance • Healthcare Insurance • Education

Propelus is a company dedicated to modernizing the way professionals, employers, regulators, educators, and partners work together. It unifies three innovative brands—CE Broker, EverCheck, and Immuware—to provide comprehensive compliance and professional management solutions. Propelus empowers professionals with tools for career advancement, streamlines the compliance process, and offers a platform for professional management, continuing education, and primary source verification. Trusted by over 5 million professionals and organizations, Propelus has a mission to simplify compliance and enhance professional growth and success, particularly in the healthcare sector.

201 - 500 employees

Founded 2001

📋 Compliance

⚕️ Healthcare Insurance

📚 Education

📋 Description

• Manage a high-volume portfolio of 100+ SMB accounts using digital and personalized outreach. Serve as a strategic advisor and customer advocate to ensure clients are fully utilizing the platform. • Own Customer Onboarding and Education: Partner with our Professional Services team to guide new customers through an efficient and scalable onboarding process. Provide tailored education and proactive support to drive the adoption of new features. • Proactive Relationship Management: Build and maintain strong relationships with a portfolio of customers, acting as a trusted advisor to ensure they are getting the most from our platform. • Monitor Customer Health & Engagement: Monitor and analyze usage metrics, customer health scores, and key data points. Deploy strategic playbooks to identify opportunities for increased customer satisfaction and to minimize churn. • Partner with Technical Support and Product to triage complex B2B issues, document technical risks, and provide direct Voice of Customer (VOC) feedback to inform the roadmap. • Drive Revenue Growth: Guide customers through the renewal process and collaborate with our Sales team to identify and capitalize on additional revenue opportunities, including upsells, expansions, and cross-sells. • Contribute to Team Success: Collaborate within the Customer Success team to exchange best practices, share insights, and contribute to the achievement of team-wide goals.

🎯 Requirements

• 1-2 years of experience managing a B2B client portfolio (preferably SMB/Mid-Market accounts) within a SaaS or Health Tech organization. • Proven proficiency with a Customer Success Platform (CSP) (e.g., Gainsight, ChurnZero) and CRM systems (e.g., Hubspot). • A strong understanding of customer success principles, including churn reduction, retention strategies, and Value Realization. • Technical aptitude and proven ability to quickly learn complex compliance management technology platforms. • Exceptional communication and interpersonal skills, with the ability to build rapport and manage client relationships effectively. • Direct experience or foundational knowledge of healthcare compliance (e.g., HIPAA), regulatory frameworks, or clinical workflows. • Demonstrated experience managing B2B clients in the healthcare industry, preferably within hospitals or health systems. • A Bachelor's degree or equivalent relevant experience.

🏖️ Benefits

• Professional development allowance to help you grow in the ways that mean the most to you. • Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent. • 401K with company matching, as well as financial planning education and resources. • Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents. • Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door. • Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are. • Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team. • We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.