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

Swooped; United States; Remote; USD 50,000 - 80,000; Full time

Job summary

A growing technology company seeks a Customer Success Leader to manage a team focused on customer engagement and retention. Candidates should have leadership experience in Customer Success, a strong healthcare background, and be adept at driving customer value and satisfaction.

Benefits

Health, Dental, Vision, Life and Disability Insurance

401K with match and immediately vested

Generous company holidays and paid time off

Internal Advancement Opportunities

Qualifications

• 4+ years in Customer Success or Account Management.
• 2+ years of people management experience.
• Proven track record of driving customer retention.

Responsibilities

• Inspire and lead a team of Customer Success Advisors.
• Develop strategies for customer adoption and satisfaction.
• Act as a trusted advisor for customers in clinical workflows.

Skills

Customer Retention

Customer Satisfaction

Team Leadership

Technical Acumen

Process Improvement

Education

MBA or equivalent advanced degree

Tools

Salesforce

Atlassian (Confluence & Jira)

Zendesk

Job description

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

2 days ago Be among the first 25 applicants

Our client offers best in KLAS assets in three categories: clinical communications, scheduling, and patient engagement solutions. The company has been featured on this year’s Inc 5000 list, which profiles the fastest-growing private companies in America. They have seen significant growth over the past few years and need strong team members to help them continue to grow!

The mission of the hiring company is to accelerate speed to care by optimizing provider schedules and dynamically routing messages to the right person at the right time in any care setting; advancing patient care and clinical workflows.

By joining, you will have the unique opportunity to come alongside them as they further their vision of putting all of these solutions together to provide optimal patient outcomes and faster patient care interventions. By improving speed to care and cross-continuum communication, they save lives, reduce length of stay, minimize re-admissions, and bring joy back to caregivers.

They have an incredible portfolio of customers, with new ones recognizing the value of their solutions and joining the company every day.

About The Role

Our client is adding to their Customer Success Leadership team and seeking a strategic, people-first leader to join the team in a high-impact leadership role. They are looking for Manager, Senior Manager or Director level candidates that will play a pivotal role in shaping the future of customer engagement, retention, and value realization strategies.

The ideal candidate is a servant leader with a Healthcare background who thrives on empowering teams, building strong 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 across the company's solutions.

What You’ll Do

• Inspire and manage a team of geographically dispersed Customer Success Advisors to deliver exceptional customer experiences.
• Develop and execute strategies to drive customer adoption, retention, and satisfaction through proactive engagement, account planning, and strategic business reviews.
• Serve as a trusted advisor to customers, helping them optimize clinical workflows and communication utilizing the company's applications.
• Establish and maintain trusted partner relationships with key customers to support growth, retention, and customer escalations.
• Act as the voice of the customer internally, advocating for their needs and influencing product, support, and sales strategies to ensure a seamless customer journey.
• Leverage customer health metrics and insights to identify risk and opportunities and implement scalable processes to address them.
• Drive continuous improvement of Customer Success operations, including Salesforce workflows, playbooks, and enablement tools.
• Lead customer communications during critical service incidents, including on-call participation, internal coordination, and post-incident follow-ups.
• Depending on experience, take on broader responsibilities such as team scaling, customer executive stakeholder management, 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 a focus on coaching, mentoring, and team development.
• Proven track record of driving customer retention, adoption, and revenue growth.
• Strong technical acumen and troubleshooting skills, with the ability to translate complex concepts into customer value.
• Exceptional verbal, written, and presentation skills, with experience engaging executive stakeholders.
• Demonstrated success in 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 product lines and diverse customer segments.
• Proficiency with Salesforce, Atlassian (Confluence & Jira), and customer support platforms (e.g., Zendesk).
• Remote first work environment
• Health, Dental, Vision, Life and Disability Insurance options available day one.
• 401K - with match and immediately vested.
• Generous company holidays, floating holidays plus competitive paid time off policy
• Internal Advancement Opportunities

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Management, and General Business

• Industries

  Computer and Network Security and Technology, Information and Media

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