Manager of Customer Success - 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 by leveraging market-leading technology and essential data to 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 Customer Success Managers (CSMs) and driving the execution of department-wide initiatives. Utilizing previous CSM and SaaS Enterprise experience, you will develop and implement data-driven strategies to improve customer satisfaction, reduce churn, and identify opportunities for expansion.

Reporting to the Sr. Director of Customer Success, this position requires strong leadership skills to analytically guide direct reports in navigating solutions with accuracy and speed. You will manage a team of CSMs owning enterprise, high-value, strategic accounts, collaborate with cross-functional teams, and contribute to resource allocation and process innovation.

What You'll Do

• Lead, mentor, and develop a team of Customer Success Professionals, providing coaching, training, and performance feedback to ensure high levels of performance and professional growth.
• Continuously improve operating processes as your priorities and focus grow with the team.
• Gain insight into individual team strengths, specific accounts, and complex contract execution (renewals, expansions, upsells) while collaborating with Sales to drive retention and growth.
• Develop and implement customer success strategies to improve satisfaction, retention, and Net Retention Revenue (NRR).
• Analyze customer data and health trends to proactively mitigate churn risks and identify product/service improvement opportunities.
• 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 with strategic recommendations for continuous improvement.
• Contribute to the creation and continuous refinement of customer success playbooks, best practices, and training materials.
• Manage team resources effectively to ensure optimal workload distribution, capacity planning, and utilization.

Qualifications & Requirements

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

Preferred Qualifications

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

This Role Is Not For You If

• You have not led a team of Customer Success Managers previously.
• You do not have experience working in a SaaS Healthcare environment as a CSM.
• You have never served as a CSM working on Enterprise accounts.
• You are not analytical in problem-solving or able to interpret data to create active solutions.
• You cannot delegate, lead, or are uncomfortable motivating a team and holding them accountable.
• You require a step-by-step guidebook to drive your decision-making process.

Benefits & Perks

• Health, Dental, & Vision Coverage: Up to 100% premium coverage for employee medical plans (HSA, FSA, traditional options available), plus dental and vision options with 100% covered premiums for employees.
• Generous PTO: 20–30 days accrued annually based on tenure, 14 paid US holidays, 1 Floating Holiday, 1 Birthday Holiday, and 16 hours of Volunteer Time Off.
• 401(k): Company match plus financial planning education and resources.
• Lifestyle Spending Account (LSA): Annual allowance for wellness, gym memberships, WFH equipment, or fresh produce.
• Employee Assistance Program: 24/7/365 counseling, legal/financial services, child and elder care support.
• Family Building Benefits: Carrot Fertility & Hormonal Support funding.
• Elective Care Discounts: Beyond Med discount plan for dermatology, acupuncture, GLP-1, and more.
• Pet Insurance: Spot Pet Insurance coverage.
• Anniversary Trips: Sponsored travel program for 10- and 20-year employee milestones.
• Professional Growth: Dedicated professional development allowance.

Typical Interview Process

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