Customer Success Team Manager

Job not on LinkedIn

🔥 9 minutes ago

🚗 Michigan – Remote

🚗 Michigan – Remote

💵 $85k - $105k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.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.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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