Senior Customer Success Manager (Strategic Accounts)

Medely; United States; Remote; USD 140,000 - 180,000; Full time

Job summary

Medely is seeking a Senior Manager of Customer Success to lead Strategic and Growth teams and empower CSMs in delivering value-driven partnerships with facilities nationwide.

You will drive GRR, shape playbooks, and use data insights to guide priorities while coaching CSMs to become trusted partners and commercial operators.

Qualifications

• 4+ years of people-management experience in CS or AM, SMB/ high-volume environments.
• Bachelor’s degree or equivalent practical experience.
• Proficient with Salesforce, Gong, Tableau, Google Workspace; data-driven mindset.

Responsibilities

• Lead a team of Strategic and Growth CSMs to manage small/medium books.
• Drive Gross Retention Rate and mitigate churn across portfolios.
• Design account plans to drive retention, expansion and engagement.
• Coach CSMs; translate strategy into team execution; partner with Product/Leadership.
• Own capacity planning and forecast alignment with revenue targets.
• Onboard, train, and mentor new team members; maintain high performance.
• Provide customer insights to cross-functional teams and executives.

Skills

People leadership

Retention improvement

Data-driven decision making

Strategic planning

Cross-functional collaboration

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Gong

Tableau

Google Workspace

AI productivity tools

Job description

• We are looking for a Senior Manager of Customer Success to lead our Strategic and Growth teams
• You will empower a team of Customer Success Managers to build proactive, value-driven partnerships with post-acute and outpatient facilities - strengthening retention, identifying expansion opportunities, and delivering measurable customer outcomes
• Reporting to the Senior Director of Customer Success, you will lead a team of Strategic and Growth CSMs responsible for managing small- and medium-sized books of business
• You will refine the team’s retention and expansion strategy, develop repeatable playbooks, and use customer insights, performance data, and market trends to guide priorities
• You will also coach and develop CSMs, translate broader company strategy into clear team execution, and help strengthen Medely’s presence within the healthcare community
• Drive Gross Retention Rate (GRR) and mitigate churn by proactively managing portfolio health across the team’s entire book of business
• Design and execute strategic account plans and motions to drive retention, expansion, and customer engagement across a high-volume segment
• Coach and build critical thinking across the team, emphasizing value-based selling, strategic negotiation, executive presentation, and data-driven customer interactions
• Lead capacity planning and bandwidth forecasting to align team headcount with evolving customer segments and aggressive revenue targets
• Analyze churn indicators, health scores, and market data to predict emerging trends and proactively adjust team tactics
• Onboard, train, and mentor new team members while cultivating a high-performance, accountable team culture
• Champion the "voice of the customer" internally, providing structured qualitative and quantitative insights to Product and Leadership teams
• Identify risk patterns across the customer lifecycle and deploy rapid risk-mitigation strategies to safeguard vulnerable accounts
• Serve as the primary escalation point for customers and cross-functional alignment issues
• Maintain subject matter expertise on Medely’s product offerings, healthcare staffing dynamics, competitive intelligence, and broader industry trends
• Build strong, collaborative relationships across teams, cross-functional partners, and executive stakeholders

Benefits

• Long-term Incentives: 401k
• Ownership: Drive meaningful business impact on a team you'll help build and define!
• Healthcare Benefits: Full suite of benefits including medical, dental, and vision insurance
• Paid parental leave
• Remote: Work in a digital environment with all the tools to achieve your work as though you were in the office!
• Flexibility: We believe that work/life balance is important, so we offer twenty days of Paid Time Off and eleven paid holidays
• Purpose: Join a growing mission-oriented startup that is modernizing the healthcare industry nationally!

You are a strong people leader who coaches CSMs to become trusted strategic partners and confident commercial operators - balancing empathy and support with clear expectations, direct feedback, and accountabilityYou bring 4+ years of people-management experience in Customer Success or Account Management, ideally leading teams in a high-volume or SMB environmentBachelor’s degree or bring equivalent practical experienceYou are comfortable with tools such as Salesforce, Gong, Tableau, AI productivity tools, and Google WorkspaceYou have a measurable track record of improving retention, reducing churn, and driving revenue expansionYou use data to identify performance gaps, set priorities, and turn customer and operational insights into actionYou know how to scale Customer Success without reducing it to reactive support or routine check-ins; experience in healthcare technology, SaaS, workforce marketplaces, or EMR ecosystems is a plusYou can move comfortably between strategy and execution - setting the direction, building the playbook, and helping your team apply it in real customer conversationsYou have led Customer Success teams through meaningful growth or change while maintaining strong customer relationships and a high performance bar