Manager of Customer Success - Propelus

About Propelus

Propelus simplifies workforce compliance management across healthcare. Our innovative technology and strategic partnerships empower millions of professionals, their employers, and regulators to work together, creating a connected and efficient healthcare ecosystem.

As a trusted leader for over 20 years, Propelus delivers seamless compliance solutions that simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce.

Job Summary

The Customer Success Team Manager is a strategic problem solver overseeing a team of CSMs and driving the execution of department-wide initiatives. The Manager of Customer Success will use their previous CSM and SaaS Enterprise experience to develop and implement data-based strategies to improve customer satisfaction, reduce churn, and identify opportunities for expansion.

Reporting to the Sr. Director of Customer Success, this role involves managing a team of CSMs owning enterprise, high-value strategic accounts, and collaborating cross-functionally to align customer success strategies with broader business objectives.

What You'll Do

• Lead, mentor, and develop a small and diverse team of Customer Success Professionals, providing coaching, training, and performance feedback to ensure high levels of performance and professional growth.
• Lead CSMs by gaining insight into their individual strengths and goals, account requests, and executing complex contract renewals, expansions, and upsells in partnership with Sales.
• Develop and implement customer success strategies to improve satisfaction, retention, and Net Retention Revenue (NRR), leveraging data to identify opportunities for improvement.
• Analyze customer data and health trends to proactively mitigate churn risks and identify opportunities for product and service improvements.
• Partner with Operations to design and test new workflows for customer segments, optimizing processes and enhancing efficiency.
• Present team performance and customer insights to Director-level leadership, offering strategic recommendations for continuous improvement.
• Contribute to the creation and continuous improvement of customer success playbooks, best practices, and training materials.
• Manage team resources effectively, ensuring optimal workload distribution, capacity planning, and utilization.

We'd Like You To Have

• 5+ years of experience in Customer Success, specifically within a SaaS Healthcare environment, handling enterprise accounts and conceptual/strategic challenges.
• 2+ years of experience managing a team of Customer Success professionals in a SaaS environment, owning goals and effectively delegating.
• Deep familiarity with SaaS and Healthcare environments, and a clear understanding of the industry and population served.
• Sharp analytical skills and proven knowledge of customer success best practices in tech.
• Strong presentation skills, especially internal data reporting and leading Executive Business Reviews (EBRs) externally.
• Proven track record of driving customer retention, growth, and user advocacy.
• Thorough understanding of the customer lifecycle, methodologies, and principles.
• Excellent communication and interpersonal skills, both with external stakeholders and direct reports.
• Proficiency with customer success platforms and CRM systems.
• Ability to work effectively in a fast-paced, dynamic, and remote environment.

It Would Be Great If You Had

• Experience with Gainsight
• Bachelor's degree in Business Administration, Marketing, or a related field

Benefits and Perks (US Employees)

• Health Insurance: Up to 100% of the employee premium covered for medical, dental, and vision insurance; generous contributions for dependent coverage.
• Generous PTO: Accrual of 20 to 30 days per year (based on tenure), 14 paid holidays, 1 floating holiday, 1 paid birthday holiday, and 16 hours of Volunteer Time Off.
• Retirement: 401(k) with company match and financial planning resources.
• Lifestyle Spending Account (LSA): Annual stipend for gym memberships, meditation apps, WFH equipment, or fresh produce.
• Wellness & Support: Employee Assistance Programs (24/7/365 support), Carrot Fertility & Hormonal Support, and Beyond Med discount plan.
• Pet Insurance: Spot Pet Insurance coverage options.
• Professional Growth: Professional development allowance to support continuous learning.
• Tenure Trips: Company-sponsored trips for 10- and 20-year employee anniversaries.

Interview Process

1. Brief intro screen with our People Ops team
2. Introduction with the Hiring Manager
3. Team Panel interview
4. Alignment interview with Senior Leadership