Customer Success Team Leader

Protocall Services, Inc.; Michigan; Hybrid; USD 85,000 - 105,000; Full time

Job summary

Protocall Services, Inc. is seeking a Customer Success Team Manager to lead, develop, and scale our CSM team within a mission-driven behavioral health environment.

You will own health, retention, expansion, and long-term customer value, while ensuring consistent processes and proactive customer engagement across the portfolio. The role emphasizes leadership, coaching, and cross-functional collaboration to deliver measurable outcomes and a seamless customer experience across Protocall’s Welltrack

Qualifications

• Bachelor’s degree required.
• 5+ years of experience in Customer Success, Account Management, or Partner Engagement.
• 2+ years of people management or team leadership experience.
• Strong foundation in customer success principles including adoption, retention, renewals, and expansion.

Responsibilities

• Lead Customer Success Managers with direct supervision, coaching and performance management.
• Own customer health, retention, renewal, and expansion outcomes across the customer portfolio.
• Develop standardized customer health monitoring processes and engagement cadences.
• Partner with Sales, Onboarding, Clinical, and other Customer Operations leadership for smooth cross-functional handoffs.
• Coach CSMs on strategic account planning and proactive customer education.
• Establish processes for identifying, tracking, and advancing expansion opportunities.

Skills

Customer Success

Account Management

Partner Engagement

People Management

Education

Bachelor’s degree

Job description

Protocall Services, Inc. is seeking a Customer Success Team Manager to lead, develop, and scale our CSM team within a mission-driven behavioral health environment.

You will own health, retention, expansion, and long-term customer value, while ensuring consistent processes and proactive customer engagement across the portfolio. The role emphasizes leadership, coaching, and cross-functional collaboration to deliver measurable outcomes and a seamless customer experience across Protocall’s Welltrack