Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $110k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Propelus

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2001

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

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.

📋 Description

• Lead, mentor, and develop a diverse team of Customer Success Professionals • Provide coaching, training, and performance feedback • Support CSMs with complex contract renewals, expansions, and upsells • Collaborate with Sales and other teams to drive retention and growth • Develop and implement customer success strategies to improve satisfaction, retention, and expansion (NRR) • Analyze customer health trends and data to mitigate churn risks and identify product and service improvements • Partner with Operations to design and test workflows for customer segments • Optimize processes and enhance efficiency • Align with Sales, Product, and Marketing leadership on account growth strategies and cross-functional initiatives • Present team performance and customer insights to Director-level leadership • Provide strategic recommendations for continuous improvement • Create and continuously improve customer success playbooks, best practices, and training materials • Manage team resources, workload distribution, capacity planning, and utilization

🎯 Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field • 5+ years of experience in customer success, account management, or a similar role, preferably in a SaaS environment • 2+ years of experience leading and managing a team of customer success professionals • Proven track record of driving customer retention, growth, and advocacy for end users • Strong understanding of the customer life cycle and customer success principles, methodologies, and best practices • Excellent communication and interpersonal skills with external stakeholders and direct reports • Experienced presentation skills, including data reporting internally and leading EBRs externally • Analytical and problem-solving skills, including interpreting data and insights and creating active solutions • Proficiency in customer success platforms and CRM systems • Ability to work effectively in a fast-paced, dynamic, and remote environment • Experience with Gainsight, Planhat, and HubSpot • Familiarity with the healthcare environment and industry • Comfort working with enterprise-level accounts • Previous strategic experience guiding teams and accounts simultaneously • Legally authorized to work in the US; sponsorship unavailable

🏖️ Benefits

• Professional development allowance • Flexible work arrangements • Ample PTO • Paid time off for volunteering • Paid time off for your birthday • Paid time off for becoming a new parent • 401K with company matching • Financial planning education and resources • HSA, FSA, and traditional medical, dental, and vision insurance options for employees and dependents • Lifestyle Spending Account (LSA) • Annual lifestyle spending account usable for gym membership, meditation app, WFH equipment, or fresh produce • 100% company-covered health insurance premiums for LATAM employees • National and international health insurance coverage for LATAM employees • Propelus Flex Club flexible benefits platform with monthly points and exclusive discounts • Company-paid life insurance for LATAM employees • Discounted beneficiary coverage for LATAM employees