Manager of Customer Success (Remote, US)

Propelus•Boulder, CO

1d•$100,000 - $120,000•Remote

About The Position

The Manager of Customer Success leads a small, diverse team of Customer Success Professionals responsible for enterprise, high-value, strategic accounts. Reporting to the Sr. Director of Customer Success, the role provides coaching and strategic guidance to direct reports while overseeing team-wide initiatives and improving how the team operates. The manager applies Customer Success and SaaS enterprise experience to develop data-based strategies that improve satisfaction, retention, and expansion, including net revenue retention (NRR), and works with Sales and other teams on renewals, expansions, and upsells. The position analyzes customer data and health trends to address churn risks and identify improvements to products and services. It partners with Operations to design and test workflows for customer segments, manages workload distribution and capacity planning, and contributes to Customer Success playbooks, best practices, and training materials. The manager collaborates across functions to align customer strategies with business objectives and presents team performance and customer insights with recommendations to Director-level leadership. This is a remote role in a remote-first, distributed company.

Requirements

At least 5 years of Customer Success experience, specifically in a SaaS healthcare environment.
At least 2 years of experience managing a team of Customer Success professionals in a SaaS environment, owning outcomes and delegating work.
Experience working with enterprise-level accounts and serving as a CSM on enterprise accounts.
Experience leading a team of Customer Success Managers.
Ability to take operational control of a rapidly evolving environment and address challenges with conceptual and strategic thinking.
Deep familiarity with SaaS and healthcare, including understanding of the industry and the population served.
Strong analytical skills and experience with Customer Success best practices in the technology industry, including implementing effective processes.
Presentation skills, including internal data reporting and leading external EBRs.
Ability to work effectively in a fast-paced, dynamic, remote environment.
Proven ability to drive customer retention, growth, and advocacy for end users.
Strong understanding of the customer lifecycle and Customer Success principles, methodologies, and best practices.
Strategic experience guiding teams and accounts simultaneously and recognizing the different approaches each requires.
Excellent communication and interpersonal skills with external stakeholders and direct reports.
Proficiency with Customer Success platforms and CRM systems.
Ability to delegate, lead, motivate a team, and hold team members accountable.
Ability to interpret data and insights, solve problems analytically, and develop active solutions.

Nice To Haves

Experience with Gainsight.
Bachelor's degree in Business Administration, Marketing, or a related field.

Responsibilities

Lead, mentor, coach, train, and provide performance feedback to a small and diverse team of Customer Success Professionals.
Continuously improve the processes by which the team operates.
Guide CSMs by understanding their strengths, goals, accounts, and customer requests; share expertise in complex contract renewals, expansions, and upsells, collaborating with Sales and other teams to drive retention and growth.
Develop and implement data-informed Customer Success strategies to improve customer satisfaction, retention, and expansion (NRR).
Analyze customer data and health trends to proactively mitigate churn risks and identify opportunities for product and service improvements.
Partner with Operations to design and test workflows for customer segments, optimizing processes and efficiency.
Present team performance and customer insights to Director-level leadership and provide strategic recommendations for continuous improvement.
Contribute to the creation and ongoing improvement of Customer Success playbooks, best practices, and training materials.
Manage team resources, workload distribution, capacity planning, and utilization.

Benefits

US employee medical insurance premiums covered up to 100% for employees; spouse and child plans are offered with a company contribution.
Medical plan options include HSA, FSA, and traditional insurance, with dental and vision coverage for employees and dependents; employee dental and vision plans include options with premiums fully covered.
US full-time PTO accrual of 20, 25, or 30 days per year according to tenure, available immediately and accrued quarterly.
14 paid holidays per year for US-based teams.
One floating paid holiday each year.
One paid birthday day off during the employee's birth month.
16 hours of paid volunteer time off.
Additional leave options, including compliance with applicable state and local leave laws.
401(k) with company matching, plus financial planning education and resources.
Annual Lifestyle Spending Account for eligible personal well-being expenses.
Employee Assistance Program with phone and online support, counseling, legal and financial services, and child and elder care referrals.
Carrot Fertility and Hormonal Support benefits, including funds toward eligible care.
Beyond Med discounted access to elective care, including acupuncture, dermatology, fertility care, and GLP-1 services.
Spot pet insurance.
LATAM employee health insurance premiums covered 100%, with national and international coverage.
LATAM Propelus Flex Club monthly benefit points and access to discounts; details vary by country.
LATAM national holidays: 18 days in Colombia and 12 days in Costa Rica.
LATAM employees receive one paid birthday day off during their birth month and 16 hours of volunteer time off.
Company-paid life insurance for LATAM employees, with discounted beneficiary additions available.
Remote-first, globally distributed company with two office locations for employees nearby.
Eligible employees celebrating their 10th or 20th work anniversary may take a company-sponsored trip within one year of the anniversary.
Professional development allowance.