FULLY REMOTE: Customer Success Team Manager in Michigan

PROTOCALL SERVICES INC.•Detroit, MI

19d•$85,000 - $105,000•Remote

About The Position

The Customer Success Team Manager leads, develops, and scales the Customer Success Manager (CSM) team so Protocall customers consistently realize measurable value from the Welltrack Ecosystem of solutions. The role owns the health, retention, expansion, and long-term success of Protocall’s customer portfolio through people leadership, success frameworks, proactive engagement, and consistent execution of customer success practices. It establishes expectations, coaches performance, oversees renewals and risk management, sets up customer health and engagement processes, drives account expansion, and partners across the organization to support an effective customer experience. This strategic people leader builds a proactive, data-informed Customer Success function that anticipates customer needs, demonstrates value, and strengthens customer partnerships in a mission-driven behavioral health environment. The manager may also serve as a CSM for a select group of customers. The position is fully remote in Michigan. Work at Protocall is described as inherently stressful because of the nature of its mission. Employees are responsible for managing stress in a way that sustains high standards of client care, customer service, professional conduct, and a supportive work environment.

Requirements

Bachelor’s degree required.
At least 5 years of experience in Customer Success, Account Management, or Partner Engagement.
At least 2 years of people management or team leadership experience.
Strong foundation in customer success principles, including adoption, retention, renewals, account expansion, proactive engagement, customer health management, and value realization.
Demonstrated ability to coach and develop customer-facing professionals.
Experience developing and implementing customer success processes, including account segmentation, engagement cadences, customer health monitoring, and risk management.
Demonstrated ability to lead and coach a team in identifying and advancing account growth opportunities, setting relationship strategies, and aligning cross-functional partners to achieve growth goals.
Strong analytical and organizational skills, including ability to use customer data and performance metrics to prioritize activities, evaluate outcomes, and drive continuous improvement.
Excellent written and verbal communication skills.
Comfort using CRM systems and customer health metrics to guide decisions.

Nice To Haves

Graduate degree in behavioral health, public health, or business.
Behavioral health training, licensure, or experience in behavioral health service delivery.
Familiarity with telehealth or digital health platforms.
Experience working with higher education institutions, public or private sector behavioral healthcare organizations, and/or employee assistance programs.
Technical or impact writing experience.

Responsibilities

Provide direct supervision, coaching, and performance management for Customer Success Managers.
Set expectations for customer engagement, account planning, documentation, and follow-through; lead team meetings and ensure accountability for action items.
Support CSM onboarding, training, and ongoing development in consultative relationship management, competitive positioning, objection handling, and strategic customer conversations.
Develop structured coaching and training, including role-playing and case reviews, and provide ongoing feedback to improve individual and team outcomes.
Own customer health, retention, renewal, and expansion outcomes across the customer base.
Establish and improve customer success practices, including success planning, business reviews, value storytelling, customer health monitoring, engagement cadences, outreach prioritization, and risk intervention.
Support CSMs in identifying churn risks, developing mitigation strategies, and planning and executing renewals.
Identify and advance opportunities for additional services, account expansion, and stronger customer partnerships.
Monitor customer health, profitability, retention, engagement, and expansion performance; use trends to identify improvement opportunities.
Coach CSMs on strategic account plans, complex customer situations, escalations, sensitive conversations, and competitive threats.
Ensure CSMs use data, utilization metrics, clinical outcomes, and service performance to develop accurate account insights and communicate Protocall’s value.
Guide CSMs in preparing for and leading strategic business reviews connected to customer goals and partnership growth.
Ensure workflows, documentation standards, playbooks, and engagement models are followed consistently; improve standardized customer success processes.
Partner with Sales, Onboarding, Clinical, and Customer Operations leadership to support smooth handoffs and clear ownership across the customer lifecycle.
Reinforce consistent use of CRM and customer success systems for documentation, health tracking, engagement planning, opportunity management, and reporting.
Identify execution trends, gaps, and inefficiencies; develop and implement process improvements and monitor relevant performance indicators.
Represent the voice of the customer in cross-functional discussions and contribute to strategic planning focused on customer impact and long-term value.
Partner with Sales and Business Development on customer expansion strategies and coordinated engagement.
Collaborate with Clinical, Product, and Operations teams to address customer needs and improve service delivery and customer experience.
Communicate customer health trends, retention risks, expansion opportunities, and emerging needs to leadership.
Monitor customer success and behavioral health industry trends, best practices, and competitive developments.
Demonstrate sound judgment, adaptability, resilience, professionalism, empathy, integrity, and accountability in a complex, high-change environment.
May serve as a CSM for a select group of customers.