Remote Customer Success Team Leader

Protocall Services, Inc.; Atlanta (GA); Hybrid; USD 85,000 - 105,000; Full time

Job summary

Protocall Services, Inc. is seeking a Customer Success Team Manager in the Atlanta/GA area (Remote). You will lead a team of Customer Success Managers to ensure customers realize value from Protocall’s Welltrack ecosystem.

You will own health, retention, renewals, and expansion across the customer portfolio, implementing standardized processes and driving cross‑functional collaboration to deliver outstanding customer outcomes.

Qualifications

• Bachelor’s degree required.
• 5+ years in Customer Success, Account Management, or Partner Engagement.
• 2+ years of people management experience.
• Strong foundation in customer success principles: adoption, retention, renewals, expansion.
• Excellent written and verbal communication; CRM proficiency.

Responsibilities

• Lead and develop the Customer Success Managers team to ensure value realization from Protocall’s Welltrack Ecosystem.
• Own health, retention, renewal, and expansion outcomes across the customer portfolio.
• Establish standardized health monitoring, engagement cadences, and risk management processes.
• Coach CSMs in strategic account planning and proactive customer education.
• Partner with Sales, Onboarding, Clinical, and other teams for smooth handoffs and growth.
• Drive cross-functional collaboration to strengthen customer partnerships and value realization.
• Set performance expectations, manage escalations, and improve team outcomes.
• Monitor metrics and drive continuous improvement in customer success execution.

Skills

People management

Customer success

Relationship building

Communication

Data analysis

Strategic planning

Education

Bachelor’s degree

Tools

CRM systems

Job description

Protocall Services, Inc. is seeking a Customer Success Team Manager in the Atlanta/GA area (Remote). You will lead a team of Customer Success Managers to ensure customers realize value from Protocall’s Welltrack ecosystem.

You will own health, retention, renewals, and expansion across the customer portfolio, implementing standardized processes and driving cross‑functional collaboration to deliver outstanding customer outcomes.