Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $100k - $120k / 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 small, diverse team of Customer Success Professionals • Provide coaching, training, and performance feedback • Continuously improve team operating processes • Guide CSMs on complex contract renewals, expansions, and upsells • Collaborate with Sales and other teams to drive retention and growth • Develop and implement data-based customer success strategies • Improve customer satisfaction, retention, and net revenue retention • Analyze customer data and health trends to mitigate churn risks • Identify product and service improvement opportunities • Partner with Operations to design and test workflows for customer segments • Present team performance and customer insights to Director-level leadership • Create and improve customer success playbooks, best practices, and training materials • Manage team resources, workload distribution, capacity planning, and utilization • Report to the Senior Director of Customer Success • Collaborate cross-functionally to align customer success strategies with business objectives

🎯 Requirements

• 5+ years of experience in Customer Success, specifically within a SaaS Healthcare environment • Experience taking operational control of a rapidly evolving environment and tackling conceptual and strategic challenges • Comfortability and familiarity working with enterprise-level accounts • 2+ years of experience managing a team of Customer Success professionals in a SaaS environment • Deep familiarity with SaaS and Healthcare environments • Sharp analytical skills and experience with customer success best practices in the technology industry • Experienced presentation skills, including data reporting internally and leading EBRs externally • Ability to work effectively in a fast-paced, dynamic, and remote environment • Proven track record driving customer retention, growth, and advocacy • Strong understanding of the customer life cycle and customer success principles, methodologies, and best practices • Strategic experience guiding teams and accounts simultaneously • Excellent communication and interpersonal skills • Proficiency using customer success platforms and CRM systems • Experience with Gainsight would be great • Bachelor's degree in Business Administration, Marketing, or a related field would be great • Legally authorized to work in the US; sponsorship is unavailable

🏖️ Benefits

• Health insurance with up to 100% of employee medical premium covered • HSA, FSA, medical, dental, and vision coverage • Dental and vision options with 100% of employee premium covered • 20–30 days PTO annually for full-time US employees, based on tenure • 14 paid holidays for US-based teams • One floating holiday • One paid birthday holiday during the birth month • 16 hours Volunteer Time Off • Additional leave options • Compliance with more favorable state and local leave laws • 401(k) with company matching • Financial planning education and resources • Lifestyle Spending Account for wellness, WFH equipment, gym memberships, meditation apps, and other eligible expenses • 24/7/365 Employee Assistance Programs, including counseling, legal and financial services, and care referrals • Carrot Fertility & Hormonal Support • Beyond Med discounted elective-care plan • Spot Pet Insurance • 100% employee health insurance premium coverage for LATAM employees • Propelus Flex Club flexible benefits platform for Costa Rica and Colombia employees • National holidays for Colombia and Costa Rica employees • Company-paid life insurance for Costa Rica and Colombia employees • Remote-first, global and distributed company • Sponsored trips for eligible 10- and 20-year work anniversaries • Professional development allowance

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