FULLY REMOTE: Customer Success Team Manager in Oregon

PROTOCALL SERVICES INC.•Portland, OR

19d•$85,000 - $105,000•Remote

About The Position

The Customer Success Team Manager leads, develops, and scales the Customer Success Manager team to ensure Protocall customers realize measurable value from the Welltrack Ecosystem of solutions. The role owns the health, retention, expansion, and long-term success of the customer portfolio through people leadership, success frameworks, proactive engagement, and disciplined execution of customer success practices. The manager establishes expectations, coaches performance, oversees renewals and risk management, develops customer health monitoring and engagement processes, drives expansion strategies, and partners cross-functionally to support an effective customer experience. This strategic people leader balances customer advocacy, business outcomes, and team development in a mission-driven behavioral health environment. The manager supervises and coaches CSMs; sets standards for engagement, account planning, documentation, and follow-through; and supports onboarding, training, and ongoing skill development. The role establishes customer success processes for health monitoring, account segmentation, engagement cadence, outreach prioritization, risk escalation, renewals, and expansion. It uses customer and team data to monitor performance, identify trends, and improve execution. The manager also represents the customer voice, collaborates with Sales, Business Development, Clinical, Product, Operations, and other leaders, and communicates customer trends and needs to leadership. The manager may also serve as a CSM for a select group of customers. Work at Protocall is inherently stressful given the nature of the mission. Employees are responsible for managing stress in a way that sustains high-quality client care, customer service, professional conduct, and a supportive work environment. The position is fully remote in Oregon. The listed salary range is $85,000–$105,000.

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 the 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.
Ability to manage stress in a way that supports client care, customer service, professional conduct, and a supportive work environment.

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 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.
Support CSM onboarding, training, and skill development, including consultative relationship management, competitive positioning, objection handling, and strategic customer conversations.
Create coaching and training opportunities, such as 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 success practices, including success planning, business reviews, value storytelling, health monitoring, risk criteria, and customer engagement cadences.
Prioritize customer outreach and CSM activities according to account health, customer needs, strategic importance, and growth opportunities.
Coach CSMs on identifying churn risks, developing mitigation plans, escalating issues, and following through on renewal strategies.
Identify and advance opportunities for additional services, customer expansion, and stronger partnerships.
Monitor customer health, profitability, retention, engagement, and expansion performance to identify trends and improvement opportunities.
Coach CSMs on strategic account planning, complex customer situations, escalations, sensitive conversations, and proactive customer education.
Ensure CSMs use utilization data, clinical outcomes, and service performance to demonstrate value and prepare effective strategic business reviews.
Establish and maintain customer success playbooks, workflows, documentation standards, engagement models, and standardized processes.
Partner with Sales, Onboarding, Clinical, and Customer Operations leadership to coordinate handoffs and ownership across the customer lifecycle.
Reinforce consistent use of CRM and customer success systems for account documentation, health tracking, engagement planning, opportunity management, and reporting.
Develop and monitor KPIs related to customer engagement, retention, account health, expansion, and team execution; use performance data to improve processes and outcomes.
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 expansion strategies and coordinated customer engagement; collaborate with Clinical, Product, and Operations teams to address customer needs and improve service delivery.
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.
Model professionalism, empathy, integrity, accountability, sound judgment, adaptability, and resilience.
May serve as a CSM for a select group of customers.