Manager, Customer Success

Propelus

Customer Success Team Manager leading a team to enhance customer satisfaction at Propelus. Driving growth strategies and implementing best practices in customer success for a healthcare compliance platform.

Posted 7/1/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $110,000 - $130,000 per yearWebsite

About the role

Key responsibilities & impact

Lead, mentor, and develop a team of Customer Success Professionals, providing coaching, training, and performance feedback to ensure high levels of performance and professional growth.
Support CSMs in executing complex contract renewals, expansions and upsells, collaborating with Sales and other teams as necessary to drive retention and growth.
Develop and implement customer success strategies to improve satisfaction, retention, and expansion (NRR), leveraging data to identify opportunities for improvement.
Analyze customer health trends and data to proactively mitigate churn risks and identify opportunities for product and service improvements.
Partner with Operations to design and test new workflows for customer segments, optimizing processes and enhancing efficiency.
Align with Sales, Product, and Marketing leadership on account growth strategies and cross-functional initiatives.
Present team performance and customer insights to Director-level leadership, offering strategic recommendations for continuous improvement.
Contribute to the creation and continuous improvement of customer success playbooks, best practices, and training materials.
Manage team resources effectively, ensuring optimal workload distribution, capacity planning, and utilization.

Requirements

What you’ll need

Bachelor's degree in Business Administration, Marketing, or a related field.
5+ years of experience in customer success, account management, or a similar role, preferably in a SaaS environment.
2+ years of experience leading and managing a team of customer success professionals.
Proven track record of driving customer retention, growth, and advocacy.
Strong understanding of customer success principles, methodologies, and best practices.
Excellent communication, interpersonal, and presentation skills.
Analytical and problem-solving skills, with the ability to interpret data and insights.
Proficiency in using customer success platforms (e.g., Gainsight, Planhat) and CRM systems (e.g., Hubspot).
Ability to work effectively in a fast-paced, dynamic environment.
Strong leadership skills, with the ability to motivate and inspire a team.

Benefits

Comp & perks

Awarded one of BuiltIn's 2025 Best Places to Work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers.
Professional development allowance to help you grow in the ways that mean the most to you.
Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.
401K with company matching, as well as financial planning education and resources.
Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door.
Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are.
Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team.
We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer Success PrinciplesAccount ManagementContract RenewalsPerformance FeedbackProcess Optimization

Soft Skills

Excellent CommunicationInterpersonal SkillsAnalytical Problem-SolvingMotivational Leadership