Senior Enterprise Customer Success Manager (Remote)

Propelus; Boulder (CO); Remote; USD 100,000 - 120,000; Full time

Benefits offered by this job

Health Insurance

401K with company matching

Paid time off

Job summary

Propelus seeks a Customer Success Team Manager to lead a team of CSMs and drive data-based strategies across high-value accounts. You will leverage your SaaS and healthcare experience to improve customer satisfaction, reduce churn, and identify expansion opportunities.

Reporting to the Sr. Director of Customer Success, you will mentor team members, optimize workflows, and collaborate with cross-functional teams to scale the customer success program in a remote environment.

Qualifications

• 5+ years of experience in Customer Success, specifically within the SaaS Healthcare environment.
• 2+ years of experience managing a team of Customer Success professionals in a SaaS environment.
• Experience working with enterprise-level accounts.
• Strong analytical skills and data-driven approach to customer success.
• Excellent communication and interpersonal skills with stakeholders and direct reports.

Responsibilities

• Lead, mentor, and develop a small and diverse team of Customer Success Professionals, providing coaching, training, and performance feedback.
• Lead CSMs by gaining insight into accounts, renewals, expansions and upsells, collaborating with Sales.
• Develop and implement customer success strategies to improve satisfaction, retention, and expansion (NRR).
• Analyze customer data and health trends to mitigate churn and identify product/service improvements.
• Partner with Operations to design and test new workflows for customer segments and optimize processes.
• Present team performance and insights to Director-level leadership with strategic recommendations.
• Contribute to creation and improvement of customer success playbooks and training materials.
• Manage team resources, workload distribution, and capacity planning.

Skills

Customer Success

Leadership

Data analysis

Communication

Enterprise accounts

SaaS

Mentoring

Presentation skills

Education

Bachelor's degree in Business Administration, Marketing, or related field

Tools

Gainsight

CRM systems

Job description

Propelus seeks a Customer Success Team Manager to lead a team of CSMs and drive data-based strategies across high-value accounts. You will leverage your SaaS and healthcare experience to improve customer satisfaction, reduce churn, and identify expansion opportunities.

Reporting to the Sr. Director of Customer Success, you will mentor team members, optimize workflows, and collaborate with cross-functional teams to scale the customer success program in a remote environment.