Manager of Customer Success (Remote, US)

Propelus•Boulder, CO

2d•$90,000 - $100,000•Remote

About The Position

The Customer Success Team Manager is a strategic problem solver, overseeing a team of CSMs and driving the execution of department-wide initiatives. The Manager of Customer Success will use their previous CSM and SaaS Enterprise experience to develop and implement data-based strategies to improve customer satisfaction, reduce churn, and identify opportunities for expansion. Reporting to the Sr. Director of Customer Success, this position requires strong leadership skills as you will be working with direct reports, analytically helping them navigate solutions to their problems with accuracy and speed. This role involves managing a team of CSMs that own enterprise, high-value, strategic accounts and collaborating with cross-functional teams to align customer success strategies with broader business objectives. The Manager of Customer Success also plays a critical role in resource allocation and process innovation.

Requirements

5+ years of experience in Customer Success, specifically within the SaaS Healthcare environment
Taking operational control of a rapidly evolving environment and tackling challenges that require conceptual and strategic thought
Comfortability and familiarity working with enterprise level accounts
2+ years of strong experience managing a team of Customer Success professionals in a SaaS environment, owning the end goals and delegating the details to the team.
A deep familiarity with the SaaS and Healthcare environments and a deeper understanding of the industry and population we are serving
Sharp analytical skills and a deep experience of customer success best practices within the technology industry, while implementing effective processes that drive success.
Experienced presentation skills, especially with data reporting internally and leading EBRs externally.
Ability to work effectively in a fast-paced, dynamic, and remote environment.
Proven track record of driving customer retention, growth, and advocacy for end users.
Strong understanding of the customer life cycle, and customer success principles, methodologies, and best practices.
Previous strategic experience in guiding teams and accounts simultaneously, and understanding the differences needed between the two
Excellent communication and interpersonal skills, both with external stakeholders and your direct reports.
Proficiency in using customer success platforms and CRM systems.
Ability to work effectively in a fast-paced, dynamic, and remote environment

Nice To Haves

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

Responsibilities

Lead, mentor, and develop a small and diverse team of Customer Success Professionals, providing coaching, training, and performance feedback to ensure high levels of performance and professional growth.
Continuously improving the processes by which the team operates.
Lead CSMs by gaining insight into their individual strengths and goals, their specific accounts and the requests therein, and sharing your experience with success in executing complex contract renewals, expansions and upsells, collaborating with Sales and other teams as necessary to drive retention and growth.
Develop and implement customer success strategies to improve satisfaction, retention, and expansion (NRR), leveraging data to identify opportunities for improvement.
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 new workflows for customer segments, optimizing processes and enhancing efficiency.
Present team performance and customer insights to Director-level leadership, offering strategic recommendations for continuous improvement.
Contribute to the creation and continuous improvement of customer success playbooks, best practices, and training materials.
Manage team resources effectively, ensuring optimal workload distribution, capacity planning, and utilization.

Benefits

Health Insurance: We cover up to 100% of the premium for employee medical insurance. Plans for spouses and children are made affordable through Propelus’ generous contribution
Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
Dental and Vision plans, both including an option with 100% of the premium covered for employees
Generous PTO: Accrual: (full-time US): 0–4 yrs 20 days | 5–9 yrs 25 days. | 10+ yrs 30 days per year (accrues quarterly: Jan 1, Apr 1, Jul 1, Oct 1; and is available immediately).
US-based teams observe 14 paid holidays each year
Floating Holiday: One floating holiday is yours to request on any day of your choice. This is separate from your PTO.
Birthday Holiday: Your birthday deserves celebrating! You get 1 paid day off during your birth month, separate from your PTO.
Volunteer Time Off: 16 hours available to you, that allow you to make an impact on causes that are meaningful to you.
Additional leave options: to support you in embracing life centricity
State & local leave laws
401K with company matching, as well as financial planning education and resources.
Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door. Think of it as a bonus for the expenses and experiences you value most.
Employee Assistance Programs: provides 24/7/365 support by phone and online — family clinical counseling, legal & financial services, plus child and elder care referrals.
Carrot Fertility & Hormonal Support: Inclusive hormonal health, fertility, and family-building benefits with funds toward eligible care.
Beyond Med: A licensed discount plan organization (DPO) giving you access to elective care like acupuncture, dermatology, fertility, GLP-1, and more — at discounted rates.
Spot Pet Insurance: A financial safety net for your furry family. Get reimbursed for emergencies, lab fees, behavior, x-rays, surgeries, cancer, and more.
Your health is our top priority! We cover 100% of employee health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are.
Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team. (Details are country specific)
Generous PTO: National Holidays (Colombia): 18 days
Generous PTO: National Holidays (Costa Rica): 12 days
Birthday Holiday: Your birthday deserves celebrating! You get 1 paid day off during your birth month, separate from your PTO.
Volunteer Time Off: 16 hours available to you, that allow you to make an impact on causes that are meaningful to you.
We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.
Carrot Fertility & Hormonal Support: Inclusive hormonal health, fertility, and family-building benefits with funds toward eligible care.
A remote first company, global and distributed, with two office locations for those nearby who want a change of scenery.
A remote first company, global and distributed, with two US office locations for those nearby who want a change of scenery, and one in CO and CR.
Employees celebrating their 10 and 20 year work anniversary are eligible to take a trip sponsored by Propelus within one year of their 10th and 20th anniversary date.
Awarded one of BuiltIn's 2025 Best Places to Work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers.
Professional development allowance to help you grow in the ways that mean the most to you.