Remote Customer Success Team Leader

New Mexico Crisis Line; United States; Remote; USD 85,000 - 105,000; Full time

Job summary

Protocall Services Inc. is seeking an experienced Customer Success Team Manager to lead and scale the CSM group within a behavioral health-focused ecosystem.

You will shape customer journeys, drive retention, and guide expansion initiatives while ensuring value delivery across the Welltrack platform. As a strategic people leader, you will implement health monitoring, coach managers, and partner with Sales, Clinical, Product, and Operations to deliver consistent, data-driven outcomes for a

Qualifications

• Bachelor’s degree required.
• 5+ years in Customer Success or related roles.
• 2+ years of people management experience.
• Experience with CS processes: adoption, retention, renewals, expansion.
• Strong communication and analytical skills.

Responsibilities

• Lead and develop the Customer Success Managers.
• Set engagement, account planning, and follow-through standards.
• Coach CSMs on strategic account plans and value storytelling.
• Build health monitoring processes and renewal strategies.
• Collaborate with Sales, Clinical, Product, Operations for seamless delivery.

Skills

Customer success

People leadership

Coaching

Analytical skills

Communication skills

Education

Bachelor's degree

Graduate degree

Tools

CRM systems

Job description

Protocall Services Inc. is seeking an experienced Customer Success Team Manager to lead and scale the CSM group within a behavioral health-focused ecosystem.

You will shape customer journeys, drive retention, and guide expansion initiatives while ensuring value delivery across the Welltrack platform. As a strategic people leader, you will implement health monitoring, coach managers, and partner with Sales, Clinical, Product, and Operations to deliver consistent, data-driven outcomes for a