Customer Success Manager - Government

Propelus•Boulder, CO

About The Position

Propelus® simplifies workforce compliance management across healthcare. Our innovative technology and strategic partnerships empower millions of professionals, their employers, and regulators to work together, creating a connected and efficient healthcare ecosystem. As a trusted leader for over 20 years, Propelus has focused on bringing more good into the lives of the people and organizations serving healthcare. We deliver seamless compliance solutions to millions. We leverage market-leading technology and essential data to simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce. As a Customer Success Manager (Government & Regulatory), you will play a vital role in ensuring the successful adoption and utilization of our products and solutions with licensure boards and associations. You will be responsible for building and nurturing strong relationships with assigned clients and partners, understanding their unique needs and challenges, and proactively guiding them toward achieving their compliance goals. This role focuses on providing ongoing support, driving product adoption, and identifying opportunities to expand our solutions within existing accounts, with the end goal of supporting licensees. You will collaborate with internal teams to address client needs and contribute to the overall success of the Government Excellence department, thereby driving customer satisfaction and retention.

Requirements

2+ years of experience in Customer Success, Account Management, or a similar role, preferably within the technology or software industry.
Experience working with government agencies, licensure boards, or public sector organizations is strongly preferred.
Bachelor's degree in a related field (Business Administration, Public Policy, etc.) or equivalent professional experience.
Solid understanding of compliance management principles and practices, with the ability to translate product functionality into clear value for client teams.
Strong communication, interpersonal, and presentation skills, with the ability to build rapport across all levels of a client organization.
Excellent problem-solving and analytical abilities, with demonstrated experience managing multiple clients and prioritizing effectively.
Proficiency in CRM or Customer Success software and tools such as Gainsight, HubSpot, or Salesforce, with basic project management skills to manage small-scale initiatives.

Responsibilities

Serve as the primary point of contact for a portfolio of licensure boards and associations, building trusted relationships across staff, management, and senior leadership to support long-term partnership.
Onboard new users and conduct or coordinate training sessions that ensure clients can effectively utilize our compliance management technology to support their licensees.
Lead regular check-in calls and account reviews to understand evolving client needs, assess product usage, and proactively address questions or concerns.
Track client engagement and usage data, translating insights into recommendations that help clients optimize their use of the platform.
Identify and address potential barriers to client success, escalating complex issues to senior team members or partner departments when needed.
Partner with external affairs, sales, and marketing teams to surface opportunities for expanding our solutions within existing accounts, and document client interactions, issues, and resolutions in our CRM system.
Support the development and execution of client success plans aligned to each board or association's goals and objectives.

Benefits

Professional development allowance
Flexibility for balancing work with the rest of life
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.
HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
Lifestyle Spending Account (LSA) that can be used for gym membership, meditation app, WFH equipment, or fresh produce.
100% coverage of health insurance premiums (for LATAM Employees) with national and international coverage.
Monthly points on a flexible benefits platform to redeem on what is needed most (for LATAM Employees).
Exclusive discounts (for LATAM Employees).
Life insurance policy, paid 100% by the company.
Ability to add beneficiaries at an exclusive, discounted rate.