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.

• Offer coaching, training, and performance evaluations.

• Continuously enhance team operational processes.

• Assist CSMs with complex contract renewals, expansions, and upselling opportunities.

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

• Develop and execute data-driven customer success strategies.

• Enhance customer satisfaction, retention, and net revenue retention.

• Analyze customer data and health trends to identify and mitigate churn risks.

• Spot opportunities for product and service enhancements.

• Work with Operations to design and test workflows tailored for specific customer segments.

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

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

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

• Report to the Senior Director of Customer Success.

• Collaborate across functions to align customer success strategies with business goals.

⛳️ Requirements

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

• Proven ability to take operational control in a rapidly changing environment and address conceptual and strategic challenges.

• Comfort and familiarity in working with enterprise-level accounts.

• More than 2 years of experience managing a team of Customer Success professionals in a SaaS setting.

• In-depth knowledge of SaaS and Healthcare sectors.

• Strong analytical skills and familiarity with customer success best practices in the technology field.

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

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

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

• Strong understanding of the customer life cycle along with customer success principles, methodologies, and best practices.

• Strategic experience managing teams and accounts concurrently.

• Excellent communication and interpersonal abilities.

• Proficiency with customer success platforms and CRM systems.

• Experience with Gainsight is a plus.

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

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

🏝️ Benefits

• Health insurance with up to 100% of employee medical premium covered.

• HSA, FSA, and comprehensive medical, dental, and vision coverage.

• Dental and vision plans with 100% of employee premium covered.

• 20–30 days of PTO annually for full-time US employees, based on tenure.

• 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 are available.

• Compliance with more favorable state and local leave laws.

• 401(k) plan with company matching.

• Access to financial planning education and resources.

• Lifestyle Spending Account for wellness, work-from-home equipment, gym memberships, meditation apps, and other eligible expenses.

• 24/7/365 Employee Assistance Programs, including counseling, legal and financial services, and care referrals.

• Carrot Fertility & Hormonal Support services.

• Beyond Med discounted elective-care plans.

• Spot Pet Insurance coverage.

• 100% employee health insurance premium coverage for LATAM employees.

• Propelus Flex Club flexible benefits platform for employees in Costa Rica and Colombia.

• National holidays observed for employees in Colombia and Costa Rica.

• Company-paid life insurance for employees in Costa Rica and Colombia.

• Remote-first, globally distributed company culture.

• Sponsored trips for eligible employees celebrating 10- and 20-year work anniversaries.

• Professional development allowance available.