Propelus

Customer Success Manager

• Serve as the primary owner for a portfolio of government regulatory boards and state agencies, building trusted relationships with Executive Directors and state officials to ensure long-term stability.
• Develop success plans that align our technology with specific agency mandates, Department of Health regulations, and public-sector risk management priorities.
• Lead customized training programs that empower staff within regulators and associations to fully utilize the platform for audit readiness and governance excellence.
• Take end-to-end ownership of monitoring engagement metrics, translating data into "State of the Agency" insights that demonstrate sustained value and support long-term retention.
• Act as the lead problem-solver for complex account hurdles, collaborating with internal product and government affairs teams to navigate the unique requirements of the government landscape.
• Conduct high-level strategic reviews to assess progress, identifying opportunities to deepen the partnership and improve compliance outcomes for regulators and boards.

Senior Customer Success Manager – Government

Customer Support

• Multichannel Inbound Support: Provide expert assistance via live chat, email, and phone. Inbound phone support will account for 80–100% of your daily activity.
• Efficiency & Quality: Maintain a high performance standard, consistently resolving a minimum of 8 tickets per hour while maintaining top-tier customer satisfaction scores.
• AI-Augmented Workflow: Work alongside our AI agents, who handle initial triage. You will step in to manage complex human interactions and ensure a seamless customer journey.
• Problem Solving: Go beyond the script to troubleshoot software bugs and navigation issues. You will be the "power user" of the CE Broker platform.
• Voice of the Customer: Proactively surface product feedback and recurring friction points to our internal teams to help improve the CE Broker user experience.
• Process Improvement: Collaborate with the team to enhance our internal knowledge base and streamline support documentation.

Customer Support Specialist

Product Manager

• Lead the strategy and growth of the B2B product portfolio
• Manage a team of Product Managers and drive revenue growth
• Collaborate with Sales, Marketing, and Customer Success for GTM strategies
• Ensure compliance while maintaining a fast pace of innovation
• Establish clear KPIs and communicate business cases to executives

Director of Product – B2B

Operations

• Research for state healthcare licensing boards to determine what licenses they issue
• Identify licensing boards' websites, data files, APIs, and necessary data points
• Build and maintain a centralized repository in Notion for all 330+ boards
• Collaborate with the Verification TPM and Government Excellence team
• Serve as the go-to person for questions regarding verification sources
• Partner with Technical Support and Client Success to resolve source-related customer issues
• Support communication between the company and external licensing boards

Senior Customer Success Manager – Government

Customer Support Specialist

Director of Product – B2B

Licensing Data Operations Specialist