FULLY REMOTE: Customer Success Team Manager in Georgia

PROTOCALL SERVICES INC.•Atlanta, GA

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 realize measurable value from the Welltrack Ecosystem of solutions. The role owns customer health, retention, expansion, and long-term success across the customer portfolio through people leadership, clear success frameworks, proactive engagement, and consistent customer success practices. The manager establishes expectations, coaches performance, oversees renewals and risk management, develops health-monitoring and engagement processes, drives expansion strategies, and partners across the organization to deliver an effective customer experience. This is a strategic people-leadership role in a mission-driven behavioral health environment, focused on building a proactive, data-informed function that anticipates customer needs and demonstrates value. The manager supervises and develops CSMs; sets expectations for engagement, account planning, documentation, and follow-through; and supports onboarding, training, and skills development. The role establishes and improves customer-health monitoring, outreach prioritization, engagement cadences, risk mitigation, renewal, and expansion processes. It coaches CSMs on account strategy, complex conversations, strategic business reviews, and communicating Protocall’s clinical, operational, and financial impact. The manager may also serve as a CSM for a select group of customers. The role maintains consistent workflows, documentation, playbooks, CRM use, and performance reporting; identifies and implements process improvements; and tracks KPIs related to engagement, retention, health, expansion, and team execution. It represents the customer voice in strategic discussions and collaborates with Sales, Business Development, Clinical, Product, Operations, and other Customer Operations leaders. Work at Protocall is inherently stressful given the nature of its mission; employees are responsible for managing stress in a way that sustains 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 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 while sustaining a commitment to client care, customer service, professional conduct, and a supportive work environment.

Nice To Haves

Graduate degree in behavioral health, public health, or business.
Technical or impact writing experience.
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.

Responsibilities

Directly supervise, coach, and manage the performance of 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 continuing development in relationship management, competitive positioning, objection handling, and strategic customer conversations.
Establish consistent, customer-centered team practices and structured coaching opportunities such as role-playing and case reviews.
Set and monitor individual and team performance expectations, provide feedback, and target coaching to improve outcomes.
Own customer health, retention, renewal, and expansion outcomes across the customer base.
Establish and improve success planning, business reviews, value storytelling, health monitoring, risk criteria, and follow-up practices.
Set customer engagement and check-in cadences and prioritize outreach according to account health, strategic importance, customer needs, and growth opportunities.
Help CSMs identify churn risks and develop mitigation plans with timely identification, escalation, action planning, and follow-through.
Partner with CSMs on renewal strategy and execution, emphasizing demonstrated outcomes and long-term partnership value.
Identify, track, and advance additional-service and account-expansion opportunities across the customer portfolio.
Ensure customers understand and experience the clinical, operational, and financial value of Protocall’s services.
Monitor customer health, profitability, retention, engagement, and expansion performance to identify trends and improvement opportunities.
Coach CSMs on strategic account plans aligned with customer goals, retention objectives, and expansion opportunities.
Support complex customer situations, escalations, and sensitive conversations.
Ensure data, utilization metrics, impact reporting, account-health indicators, and customer narratives inform account strategy and are accurate.
Coach CSMs to communicate utilization data, clinical outcomes, and service performance as clear evidence of value, and to lead strategic business reviews.
Coach CSMs on competitive threats, potential terminations, service concerns, and other complex customer conversations.
Ensure customer-success workflows, documentation standards, and engagement models are followed; create and maintain playbooks.
Standardize health monitoring, account segmentation, engagement cadences, outreach prioritization, risk escalation, proactive check-ins, and expansion-opportunity workflows.
Partner with Sales, Onboarding, Clinical, and Customer Operations leadership to support smooth handoffs and clear ownership across the customer lifecycle.
Reinforce accurate use of CRM and customer-success systems for documentation, health tracking, engagement planning, opportunity management, and reporting.
Identify customer-success execution trends, gaps, and inefficiencies; lead process improvements and monitor relevant KPIs.
Use customer and team performance data to assess process effectiveness and continuously improve team performance.
Represent the customer voice 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 strategy, growth opportunities, and coordinated customer engagement.
Collaborate with Clinical, Product, and Operations teams to address customer needs, improve service delivery, and strengthen the customer experience.
Communicate customer-health trends, retention risks, expansion opportunities, and emerging needs to leadership.
Monitor industry trends and customer-success and behavioral-health best practices, including competitive implications for retention and growth.
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.
Manage stress in a way that supports client care, customer service, professional conduct, and a supportive work environment.