Customer Success Manager Jobs

About The Position

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.