Manager, Customer Success

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $100k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Parachute Health

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Parachute Health is a healthcare technology company that provides a SaaS platform for digitizing and streamlining Durable Medical Equipment (DME) ordering and ePrescribing. Its platform connects clinicians, DME/HME suppliers, and payors to accelerate order entry, automate intake (including AI-based fax digitization), integrate with EHRs and ERPs, and improve order accuracy and compliance. Parachute emphasizes security and regulatory compliance (HIPAA, SOC 1/2, HITRUST) while serving B2B healthcare customers across the care continuum.

📋 Description

• Mentor newer CSMs on account strategy, difficult customer conversations, renewal negotiations, and escalations • Manage and mentor up to 5 CSM direct reports • Conduct 1:1s and coaching sessions; review account health, pipeline, and growth opportunities • Review BR decks, account plans, and customer communications • Support onboarding and ramp-up of new CS team members • Identify team skill gaps and design development plans with the VP • Act as a strategic thought partner to the VP of Customer Success and translate goals into executable plans • Develop and maintain CS playbooks for onboarding, EBRs, renewals, risk, and expansion • Monitor team-wide account health, risks, and opportunities • Cover accounts and lead key customer interactions during absences or escalations • Lead team meetings, deal reviews, and account health check-ins • Participate in hiring and evaluate CS candidates • Own a portfolio of complex, strategically sensitive, or at-risk accounts • Develop account plans, lead EBRs, drive adoption, and own renewal and expansion outcomes • Serve as an escalation point and develop resolution plans for high-stakes customer situations • Maintain accurate account data in HubSpot and CS tooling • Build and refine CS systems, templates, and workflows • Document and institutionalize best practices • Evaluate CS tooling and recommend improvements to health scoring, automation, and reporting • Collaborate with Sales, Implementation, Product, and Support on handoffs and workflows

🎯 Requirements

• 5+ years of experience in Customer Success managing complex or enterprise-level accounts • 3+ years of management experience • Prior experience mentoring, coaching, or informally leading other CSMs • Deep knowledge of the HME, DME, or home health industry • Strong commercial instincts regarding retention and expansion • Excellent judgment in high-stakes customer situations • Ability to explain the reasoning behind customer success strategies • Organized and process-minded, with ability to build playbooks and documentation • Proficiency with HubSpot or similar CRM and customer success tooling • Bachelor's degree in Business, Healthcare Administration, or a related field, or equivalent experience • Strongly preferred: SaaS experience serving post-acute, home health, or HME/DME markets • Strongly preferred: experience leading CS initiatives such as playbook development, onboarding programs, or deal reviews • Strongly preferred: familiarity with Gainsight, ChurnZero, or Totango and team-level health scoring • Strongly preferred: experience scaling a CS function in a growth-stage company • Strongly preferred: experience partnering with a VP or Director of CS in a senior IC or lead capacity • Must be legally authorized to work in the United States at application and throughout employment; employer visa sponsorship is unavailable

🏖️ Benefits

• Medical, Dental, and Vision Coverage: Comprehensive plans with options for low-to-no-cost premiums • Employer HSA Contribution: Company-funded contributions to your Health Savings Account • 401(k) Retirement Plan • Equity Incentive Plan • Annual Company-Wide Bonus: Opportunity for up to 15% bonus based on company performance • Remote-First Culture: We are remote-first with a dedicated NYC office and reimbursement options for co-working spaces • Flexible Vacation Policy • Summer Fridays: 5 additional Fridays off during the summer (separate from PTO) • Home Office and Wellness Stipend • Monthly Internet Stipend • Annual Learning and Development Stipend