Customer Success Team Manager

Jobtailor; Lynnwood (WA); On-site; USD 110,000 - 170,000; Full time

Job summary

Jobtailor in Lynnwood, WA seeks a seasoned Customer Success Leader to hire, train, and mentor a team of CSMs driving adoption, retention, and growth within healthcare SaaS. You will set expectations, review performance, and build a collaborative, results-driven environment.

Collaborating with product, sales and engineering, you will translate customer feedback into strategic improvements, manage workload, monitor health metrics, and proactively address churn risks to sustain renewals and

Qualifications

• Experience in the healthcare industry with patient care/regulatory context.
• 5+ years in customer success, ideally SaaS.
• Experience leading a team of customer success professionals.
• Strong understanding of customer success principles and best practices.
• Excellent communication, interpersonal, and presentation skills.
• Ability to build strong relationships with customers and internal stakeholders.
• Strong analytical and problem-solving skills.
• Proficiency with CRM systems (Salesforce, HubSpot).
• Experience with CS platforms like ChurnZero, Gainsight, ServiceNow, Zendesk is a plus.

Responsibilities

• Hire, train, mentor, and coach Customer Success Managers.
• Set performance expectations, conduct reviews, and provide feedback.
• Foster a positive and collaborative team environment.
• Manage team workload and resource allocation.
• Develop and implement customer success strategies for product adoption, retention, and growth.
• Monitor customer health metrics and identify improvement areas.
• Collaborate with product, sales, and engineering on customer needs and feedback.
• Advocate for customers within the organization.
• Ensure CSMs effectively manage accounts and build relationships.
• Escalate and resolve complex customer issues.
• Identify and address churn risks.
• Track churn rate, NPS, CSAT, and product usage.
• Prepare customer success performance reports for leadership.
• Identify trends to inform strategies.
• Implement process improvements to enhance customer experience and CSM efficiency.
• Stay current on best practices and trends.
• Lead and mentor the team in renewals, expansions, and upselling.
• Analyze usage patterns and feedback to identify growth opportunities.
• Engage clients to drive renewals and upsells, track goals, and adjust strategies.

Skills

Team Leadership

CRM Proficiency

Analytical Skills

Healthcare Industry Experience

Communication Skills

Tools

Salesforce

HubSpot

ChurnZero

Gainsight

ServiceNow

Zendesk

Job description

• Hire, train, mentor, and coach Customer Success Managers
• Set performance expectations, conduct performance reviews, and provide constructive feedback
• Foster a positive and collaborative team environment
• Manage team workload and resource allocation
• Develop and implement customer success strategies for product adoption, retention, and growth
• Monitor customer health metrics and identify improvement areas
• Collaborate with product, sales, and engineering teams on customer needs and feedback
• Advocate for customers within the organization
• Ensure CSMs effectively manage accounts and build customer relationships
• Escalate and resolve complex customer issues
• Identify and address potential churn risks
• Track and analyze churn rate, NPS, CSAT, and product usage
• Prepare customer success performance reports for leadership
• Identify trends and insights to inform strategies
• Implement process improvements to enhance customer experience and CSM efficiency
• Stay current on customer success best practices and trends
• Lead and mentor the team in customer renewals, expansions, and upselling
• Analyze usage patterns and feedback to identify growth opportunities
• Engage clients to drive renewals and upsells, track performance goals, and adjust strategies

Requirements

• Experience in the healthcare industry, with understanding of clinical practices, patient care protocols, and regulatory standards
• 5+ years of experience in customer success, ideally in a SaaS environment
• Experience leading and managing a team of customer success professionals
• Strong understanding of customer success principles and best practices
• Excellent communication, interpersonal, and presentation skills
• Ability to build strong relationships with customers and internal stakeholders
• Strong analytical and problem-solving skills
• Proficiency in CRM systems such as Salesforce or HubSpot
• Experience with customer success platforms such as ChurnZero, Gainsight, ServiceNow, or Zendesk is a plus
• Must currently have the right to work in the United States
• Proof of COVID-19 vaccination required, except where a legally recognized medical or religious exemption may be accommodated
• Availability to occasionally work outside standard business hours to support international customers or team collaboration

Core Competencies

Demonstrates expertise in customer success management, including team leadership, customer relationship building, and strategic implementation of customer success initiatives. Proficient in analyzing customer health metrics and driving product adoption and retention in the healthcare industry.

Highest-signal resume keywords

• Customer Success Management
• Team Leadership
• CRM Proficiency
• Analytical Skills
• Healthcare Industry Experience

Hard Skills

• Customer Success Strategies
• Performance Metrics Analysis
• Churn Rate Tracking
• NPS Analysis
• CSAT Measurement

Soft Skills

• Communication Skills
• Interpersonal Skills
• Problem-Solving Skills
• Mentoring Skills
• Collaboration Skills

Certifications & Qualifications

• COVID-19 Vaccination Proof

Industry Keywords

• Healthcare Industry
• Clinical Practices
• Patient Care Protocols
• Regulatory Standards
• Customer Success Best Practices

Tools & Technologies

• Salesforce
• HubSpot
• ChurnZero
• Gainsight
• ServiceNow
• Zendesk