Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and cultivate a small, diverse team of Customer Success Professionals.

• Provide coaching, training, and performance evaluations.

• Continuously enhance team operational processes.

• Guide Customer Success Managers on enterprise accounts and intricate customer inquiries.

• Share insights on contract renewals, expansions, and upselling opportunities.

• Collaborate with Sales and other departments to drive retention and growth.

• Develop and execute data-driven customer success strategies.

• Analyze customer data and health trends to prevent churn.

• Identify opportunities for product and service enhancements.

• Partner with Operations to design and test workflows.

• Present team performance metrics and customer insights to Director-level leadership.

• Create and refine customer success playbooks, best practices, and training materials.

• Manage team resources, workload distribution, capacity planning, and utilization.

• Report to the Senior Director of Customer Success.

⛳️ Requirements

• Over 5 years of experience in Customer Success, particularly within a SaaS Healthcare setting.

• Proven experience in taking operational control of a rapidly changing environment and addressing conceptual and strategic challenges.

• Familiarity with managing enterprise-level accounts.

• At least 2 years of experience leading a team of Customer Success professionals in a SaaS context.

• Extensive knowledge of SaaS and healthcare environments.

• Understanding of the industry and the population being served.

• Strong analytical skills and familiarity with customer success best practices.

• Proficient presentation skills, including data reporting and leading external Executive Business Reviews (EBRs).

• Ability to function effectively in a fast-paced, dynamic, and remote work environment.

• Demonstrated success in driving customer retention, growth, and advocacy.

• Comprehensive understanding of the customer lifecycle and customer success principles, methodologies, and best practices.

• Strategic experience in guiding teams and managing accounts simultaneously.

• Excellent communication and interpersonal skills.

• Proficient in using customer success platforms and CRM systems.

• Experience with Gainsight is preferred.

• A Bachelor's degree in Business Administration, Marketing, or a related field is preferred.

• Must be legally authorized to work in the US; sponsorship is not available.

🏝️ Benefits

• Health insurance with up to 100% coverage of employee medical insurance premiums.

• HSA, FSA, along with medical, dental, and vision coverage.

• Dental and vision options with 100% coverage of employee premiums.

• Generous paid time off: 20 days for 0–4 years, 25 days for 5–9 years, and 30 days for 10+ years.

• 14 paid holidays for US-based teams.

• One floating holiday.

• One paid holiday for birthdays during the birth month.

• 16 hours of Volunteer Time Off.

• Additional leave options available.

• 401(k) plan with company matching.

• Financial planning education and resources provided.

• Lifestyle Spending Account for wellness, WFH equipment, and other eligible expenses.

• Employee Assistance Program offering 24/7/365 counseling, legal, financial, and care referral support.

• Carrot Fertility & Hormonal Support services.

• Beyond Med discounted elective care plan.

• Spot Pet Insurance available.

• Remote-first, global, and distributed work environment.

• Work anniversary trips for those celebrating 10- and 20-year milestones.

• Professional development allowance offered.