Lead, Prevention Marketing
Humana
Lead Client Success Manager
PhillyTech (SaaS Talent)
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $130,000 per year
Job Level
Senior
About the role
- Be a builder & doer : Proactively design, implement, and iterate scalable CS processes (onboarding playbooks, adoption programs, renewal playbooks).
- Don't Wait For Direction — learn tools and implement improvements independently (example : learn something deeply and set it up without waiting for instruction).
- Own onboarding & renewals : Reimagine onboarding to shorten time-to-value and own the renewal strategy to reduce churn by at least 30% in your first year.
- Drive revenue through retention & expansion : Partner with Sales and Finance to build price/renewal strategies and identify expansion opportunities.
- Define customer journeys & health metrics : Create clear journeys for customers, build health scores, adoption KPIs, and dashboards aligned to company OKRs.
- Voice of the Customer : Run strategic business reviews, capture and translate customer feedback into product and GTM priorities, and build a library of success stories and case studies.
- Collaborate cross-functionally : Work closely with Product, Sales, and Marketing to ensure customers see value and to influence roadmap priorities with customer data.
- Hire & scale : As the function grows, help recruit, train, and mentor the first CS hires; create onboarding & enablement materials for the team.
- Cadence & communication : Deliver consistent, presentation-ready updates to the CEO and leadership (weekly/biweekly cadence). Track and report results against agreed success metrics.
Requirements
- 4-8+ years in Customer Success or similar roles in a B2B SaaS environment.
- Proven track record of building or materially improving CS processes (onboarding, adoption, renewals).
- Proven success in managing a high volume of SMB customers.
- Demonstrated results reducing churn and increasing adoption (data-driven approach).
- Strong experience with CRMs and CS tooling preferably HubSpot.
- Excellent communicator — able to present confidently to customers and to executives.
- Ownership mindset — you see problems and implement solutions quickly.
- Hands-on, execution-oriented — this is a doer role that requires building and implementing, not just strategy.
- Experience influencing pricing or renewal strategy and tying CS metrics to revenue is a big bonus.
- Must be able to work in a fast-paced environment with the ability to prioritize, multitask, perform well under pressure, meet deadlines, and wear multiple hats.
- Excited to work in a startup environment; you have a track record of being adaptable to changing priorities in a fluid, high-growth environment.
Benefits
- Health Coverage : 100% employee and 50% dependent coverage for vision, health, and dental
- Maternity Leave : Support for growing families.
- Future 401K Plan : Coming soon!
- Quarterly Meetups : Connect and collaborate in person with the team.
- Remote work budget and opportunities for leadership advancement.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success processesonboardingadoptionrenewalsdata-driven approachpricing strategyrenewal strategyhealth metricsKPI developmentdashboard creation
Soft skills
excellent communicatorownership mindsetexecution-orientedadaptabilityproblem-solvingcollaborationpresentation skillsmultitaskingtime managementability to work under pressure
