Customer Success Leadership Role (Manager, Sr Manager, Director)

PerfectServe; Knoxville (TN); Remote; USD 80,000 - 110,000; Full time

Job summary

A leading company in healthcare communications is seeking a Customer Success Manager to lead their team of advisors. This role focuses on optimizing customer engagement and retention, ensuring client satisfaction with innovative solutions. The ideal candidate will have substantial experience in SaaS leadership and a strong healthcare background to foster meaningful relationships with clients, enhancing overall value and outcomes.

Benefits

Remote-first work environment

Health, Dental, Vision, Life, and Disability Insurance

401K with match and immediate vesting

17 company holidays and competitive PTO policy

Internal advancement opportunities

Qualifications

• 4+ years in Customer Success or related SaaS leadership role.
• 2+ years of people management with a coaching focus.
• Experience in driving customer adoption and satisfaction.

Responsibilities

• Inspire and manage a team of Customer Success Advisors.
• Develop strategies to drive customer satisfaction.
• Serve as a trusted advisor to customers.

Skills

Customer Retention

Team Development

Communication

Technical Troubleshooting

Education

Bachelor's Degree or equivalent

MBA or equivalent advanced degree

Tools

Salesforce

Jira

Zendesk

Job description

What is PerfectServe?

PerfectServe offers best-in-class assets in clinical communications, scheduling, and patient engagement solutions. Featured on this year's Inc 5000 list, we have experienced an 88% growth rate over the past three years and are seeking strong team members to continue our expansion.

Our mission is to accelerate speed to care by optimizing provider schedules and dynamically routing messages to the right person at the right time across various care settings. We aim to advance patient care and streamline clinical workflows.

Joining PerfectServe provides a unique opportunity to contribute to our vision of integrating solutions for optimal patient outcomes and faster interventions. By improving speed to care and cross-continuum communication, we help save lives, reduce length of stay, minimize re-admissions, and bring joy back to caregivers.

We proudly serve an incredible portfolio of customers, with new clients recognizing the value of our solutions daily.

We are hiring for a leadership role in Customer Success

We seek strategic, people-first leaders at the Manager, Senior Manager, or Director level to shape the future of customer engagement, retention, and value realization strategies. The ideal candidate is a servant leader with a healthcare background who excels at empowering teams, building customer relationships, and driving measurable outcomes. You will lead a team of Customer Success Advisors focused on maximizing customer value, increasing adoption, and ensuring satisfaction with PerfectServe's solutions.

What You'll Do

1. Inspire and manage a geographically dispersed team of Customer Success Advisors to deliver exceptional experiences.
2. Develop and execute strategies to drive customer adoption, retention, and satisfaction through proactive engagement, account planning, and strategic reviews.
3. Serve as a trusted advisor to customers, helping optimize clinical workflows and communication using our applications.
4. Establish and maintain trusted relationships with key customers to support growth, retention, and escalations.
5. Advocate for customer needs internally, influencing product, support, and sales strategies for a seamless journey.
6. Use customer health metrics to identify risks and opportunities, implementing scalable solutions.
7. Improve Customer Success operations, including workflows, playbooks, and enablement tools.
8. Lead communications during critical incidents, including on-call participation and follow-ups.
9. Depending on experience, take on broader responsibilities such as team scaling and strategic planning.

Minimum Qualifications

• 4+ years in Customer Success, Account Management, or a related SaaS leadership role.
• 2+ years of people management experience with coaching and team development focus.
• Proven success in driving customer retention, adoption, and revenue growth.
• Strong technical and troubleshooting skills with the ability to translate concepts into customer value.
• Excellent communication skills, including engaging executive stakeholders.
• Experience leading process improvements in dynamic, cross-functional environments.
• Familiarity with clinical workflows, healthcare communication, or LEAN methodologies.
• Ability to travel up to 25%.

Preferred Qualifications

• MBA, MSN, or equivalent advanced degree.
• Experience supporting multiple SaaS products and diverse customer segments.
• Proficiency with Salesforce, Atlassian (Confluence & Jira), and support platforms like Zendesk.

Benefits

• Remote-first work environment
• Health, Dental, Vision, Life, and Disability Insurance from day one
• 401K with match and immediate vesting
• 17 company holidays, 2 floating holidays, and a competitive PTO policy
• Internal advancement opportunities

PerfectServe delivers healthcare communication solutions that help providers deliver exceptional patient care. Our cloud-based solutions enhance safety, reduce burnout, automate workflows, speed treatment, optimize schedules, empower mobility, and engage patients in their care.