Senior Manager, Customer Success – Strategic Accounts

Jobtailor; Deutschland; Remote; EUR 121.000 - 172.000; Vollzeit

Zusammenfassung

Medely is hiring a strategic and growth Customer Success leader to oversee teams responsible for retention, expansion, and customer outcomes. The role emphasizes data-driven prioritization, coaching, and cross-functional collaboration with Product and Leadership.

You will drive churn reduction, design strategic account plans, and champion voice-of-the-customer initiatives while navigating high-volume healthcare tech accounts and occasional travel.

Qualifikationen

• 4+ years of people-management experience in Customer Success or Account Management.
• Experience leading teams in a high-volume or SMB environment is ideal.
• Measurable track record of improving retention, reducing churn, and driving revenue expansion.
• Strong people leadership, coaching, feedback, and accountability skills.
• Ability to use data to identify performance gaps, set priorities, and turn insights into action.

Aufgaben

• Lead Strategic and Growth Customer Success teams.
• Build proactive partnerships with post-acute and outpatient facilities.
• Strengthen retention, identify expansion opportunities, and deliver measurable outcomes.
• Refine retention and expansion strategies and develop repeatable playbooks.
• Use customer insights, performance data, and market trends to guide priorities.
• Coach and develop Customer Success Managers.
• Translate company strategy into clear team execution.
• Drive Gross Retention Rate and mitigate churn across the team’s portfolio.
• Design and execute strategic account plans and customer engagement motions.
• Coach value-based selling, strategic negotiation, executive presentation, and data-driven customer interactions.
• Lead capacity planning and bandwidth forecasting.
• Analyze churn indicators, health scores, and market data to predict trends and adjust tactics.
• Onboard, train, and mentor new team members.
• Cultivate a high-performance, accountable team culture.
• Champion the voice of the customer with Product and Leadership teams.
• Identify customer-lifecycle risks and deploy mitigation strategies.
• Serve as the primary escalation point for customers and cross-functional alignment issues.
• Maintain expertise in Medely’s products, healthcare staffing dynamics, competitive intelligence, and industry trends.
• Build collaborative relationships with cross-functional partners and executive stakeholders.
• Occasional local and overnight travel for client meetings, industry engagement, and market-development activities may be required

Kenntnisse

People Leadership

Retention Strategy

Data-Driven

Coaching

Healthcare Tech

SaaS CS

Ausbildung

Bachelor’s degree or equivalent

Tools

Salesforce

Gong

Tableau

AI Productivity Tools

Google Workspace

Jobbeschreibung

• Lead Medely’s Strategic and Growth Customer Success teams


• Build proactive, value-driven partnerships with post-acute and outpatient facilities


• Strengthen customer retention, identify expansion opportunities, and deliver measurable customer outcomes


• Refine retention and expansion strategies and develop repeatable playbooks


• Use customer insights, performance data, and market trends to guide priorities


• Coach and develop Customer Success Managers


• Translate company strategy into clear team execution


• Drive Gross Retention Rate and mitigate churn across the team’s portfolio


• Design and execute strategic account plans and customer engagement motions


• Coach value-based selling, strategic negotiation, executive presentation, and data-driven customer interactions


• Lead capacity planning and bandwidth forecasting


• Analyze churn indicators, health scores, and market data to predict trends and adjust tactics


• Onboard, train, and mentor new team members


• Cultivate a high-performance, accountable team culture


• Champion the voice of the customer with Product and Leadership teams


• Identify customer-lifecycle risks and deploy mitigation strategies


• Serve as the primary escalation point for customers and cross-functional alignment issues


• Maintain expertise in Medely’s products, healthcare staffing dynamics, competitive intelligence, and industry trends


• Build collaborative relationships with cross-functional partners and executive stakeholders


• Occasional local and overnight travel for client meetings, industry engagement, and market-development activities may be required

Requirements

• 4+ years of people-management experience in Customer Success or Account Management


• Experience leading teams in a high-volume or SMB environment is ideal


• Measurable track record of improving retention, reducing churn, and driving revenue expansion


• Strong people leadership, coaching, feedback, and accountability skills


• Ability to use data to identify performance gaps, set priorities, and turn insights into action


• Familiarity with Salesforce, Gong, Tableau, AI productivity tools, and Google Workspace


• Bachelor’s degree or equivalent practical experience


• Experience leading Customer Success teams through meaningful growth or change


• Experience in healthcare technology, SaaS, workforce marketplaces, or EMR ecosystems is a plus


• Must be US-based, within the 48 continental states


• Must address US work authorization and visa sponsorship requirements

Core Competencies

Demonstrates expertise in leading Customer Success teams, driving customer retention, and executing strategic account plans. Proficient in using data-driven insights to enhance performance and foster high-performance team cultures.

Highest-signal resume keywords

• Customer Success Leadership


• Retention Strategy Development


• Data-Driven Decision Making


• Coaching and Mentoring


• Healthcare Technology Experience

ATS Optimization Keywords

Hard Skills

• Customer Retention


• Churn Reduction


• Revenue Expansion


• Strategic Negotiation


• Account Management

Soft Skills

• People Leadership


• Coaching


• Feedback


• Accountability


• Collaboration

Industry Keywords

• Healthcare Staffing


• SaaS


• Workforce Marketplaces


• EMR Ecosystems


• Customer Engagement

Tools & Technologies

• Salesforce


• Gong


• Tableau


• AI Productivity Tools


• Google Workspace