Customer Success Team Manager

Job not on LinkedIn

🕒 5 days ago

🚗 Michigan – Remote

🚗 Michigan – Remote

💵 $85k - $105k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Protocall Services, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1992

🏥 Healthcare

🤝 B2B

☁️ SaaS

Healthcare • B2B • SaaS

Protocall Services, Inc. is an integrated behavioral health company that provides 24/7 crisis care and a suite of digital clinical and population-level solutions under its Welltrack Ecosystem. For more than 30 years it has offered immediate crisis response, referral and ongoing care coordination, and digital CBT and care-management tools designed by clinicians to support schools, communities, employers, and public health systems. Protocall pairs clinician-led services with technology to close gaps in care, scale access, and coordinate behavioral health across multiple settings nationwide.

📋 Description

• 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

🎯 Requirements

• 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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