Remote opportunity at
PropelusManager of Customer Success (Remote, US)
Propelus works on compliance for healthcare workforces, connecting licensed professionals, the employers that hire them and the regulators that oversee them. This remote position in the…
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About This Role
Propelus works on compliance for healthcare workforces, connecting licensed professionals, the employers that hire them and the regulators that oversee them. This remote position in the United States is for a Manager of Customer Success who will lead a compact group of customer success managers handling large, strategic accounts. The manager reports to the Senior Director of Customer Success. The role is analytical as well as people-focused. The manager designs…
Job Description
Propelus works on compliance for healthcare workforces, connecting licensed professionals, the employers that hire them and the regulators that oversee them. This remote position in the United States is for a Manager of Customer Success who will lead a compact group of customer success managers handling large, strategic accounts. The manager reports to the Senior Director of Customer Success.
The role is analytical as well as people-focused. The manager designs and runs customer success plans intended to raise satisfaction, keep customers and grow revenue from existing accounts. Customer data and usage signals are used to catch churn early and to identify where the product or service could improve. Findings and recommendations are presented to leaders at the Director level.
Day to day, the manager coaches, trains and reviews team members, learns what each person is good at and wants from their career, and balances workloads and resources. The manager steers demanding renewals, expansions and upsells alongside sales colleagues, works with operations on customer segment workflows, and helps build playbooks and training.
The right candidate has five-plus years of customer success work in healthcare-focused software, at least two years managing a CS team, and real knowledge of the healthcare market. Polished presentation skills, including running external business reviews, and comfort in a rapid, remote setting are important.
Responsibilities
- Lead and grow a small, varied team of CS professionals through coaching and feedback
- Understand each person's strengths, goals and assigned accounts
- Build strategies that improve satisfaction, retention and net revenue retention
- Use account health signals and usage data to spot churn and product opportunities
- Work with operations to pilot and refine workflows for customer groups
- Report team results and customer findings to Director-level leaders
- Help write playbooks, best-practice guides and training material
- Balance capacity and workload across the team
Requirements
- Five-plus years in customer success within healthcare-oriented SaaS, including steering fast-changing situations
- Experience managing enterprise customers
- Two-plus years leading CS staff in a SaaS setting
- Working understanding of software-as-a-service and healthcare markets, plus the people served
- Strong analysis and sound customer success practice
- Presentation skills for data reporting and leading external business reviews
- Track record of boosting retention, expansion and advocacy among end users
- Solid grasp of the customer lifecycle and CS methods
- Clear communication with customers and direct reports
- Working knowledge of CS platforms and CRM tools
Qualifications
- Hands-on experience with Gainsight
- Undergraduate degree in business, marketing or a closely related discipline
Core Skills
Benefits
- Medical coverage with the company paying up to 100 percent of the employee premium
- HSA, FSA or traditional medical options, plus dental and vision
- Paid time off that rises with service, 14 paid holidays for US teams, and a floating holiday
- A paid day off in your birthday month and 16 hours of volunteer time
- 401(k) with company matching, plus financial planning resources
- Lifestyle spending account and an employee assistance program
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role remote?
Yes. The posting describes this as a remote role in the United States.
Who does this role report to?
The manager reports to the Senior Director of Customer Success and leads CSMs who handle enterprise accounts.
What experience is required?
The posting asks for five-plus years of customer success work in SaaS healthcare and at least two years of managing a CS team.
What is the salary?
The posting does not specify a salary.
Sample Interview Questions
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