Drive Gross Retention Rate (GRR) and churn mitigation by managing the overall Portfolio Health for the team's entire book of business.
Design and implement scalable programs and processes to improve retention, expansion, and customer engagement
Build and coach commercial expertise across the team, including value-based selling, negotiation, navigating legal/procurement hurdles, and using data in customer interactions
Forecast team bandwidth and headcount (Capacity Planning) based on evolving customer segments and revenue targets.
Analyze churn data, market trends, customer interactions, and customer health scores to predict future trends and proactively adjust team strategy.
Onboard and train new hires as well as maintain a high level of performance for individuals across the team.
Act as the internal "voice of the customer," providing aggregate qualitative and quantitative feedback and suggestions to the Product team.
Identify "At-Risk" patterns across the customer segment and deploy targeted mitigation strategies to save accounts.
Serve as the primary escalation point for cross-functional friction (e.g., poor handoffs) and negotiate new Service Level Agreements (SLAs) as needed.
Maintain expert knowledge of the Medely product, the healthcare staffing industry, competitive landscape, market happenings, and trends.
Build and maintain honest, genuine rapport with team, cross-functional colleagues, and key stakeholders.

Requirements

A minimum of 3+ years of people management experience in Customer Success or Account Management, ideally within a high-volume or SMB environment
Proven experience owning or influencing retention, churn, or expansion metrics
Strong ability to coach and develop team members in both customer engagement and commercial skills
Comfortable operating in a data-driven environment, using insights to inform strategy and decision-making
Adept at establishing and maintaining trusting relationships with direct reports, lateral colleagues, and stakeholders
Collaborative leader who supports their team while holding a high bar for performance and accountability
Share our mindset that problems are opportunities for teachable moments.
Strong technical skills, including Salesforce.com, Slack, Gong, Tableau, various AI tools, and Google Suite

Benefits

Competitive Compensation: Based on experience and performance
Long-term Incentives: 401k
Healthcare Benefits: Full suite of benefits including medical, dental, and vision insurance
Flexibility: We believe that work/life balance is important, so we offer flexible and unlimited PTO
Paid parental leave
Purpose: Join a growing mission-oriented startup that is modernizing the healthcare industry nationally!
Ownership: Drive meaningful business impact on a team you’ll help build and define!
Remote: Work in a digital environment with all the tools to achieve your work as though you were in the office!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

people managementcustomer successaccount managementretention metricschurn metricsexpansion metricsdata analysiscapacity planningcoachingnegotiation

Soft Skills

collaborative leadershiprelationship buildingperformance accountabilitytrust establishmentcoaching and developmentproblem-solvingcommunicationteam supportstrategic thinkingcustomer engagement