Customer Success Manager

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

📋 Description

• Lead, mentor, and develop a team of Customer Success Managers.

• Conduct regular one-on-one meetings that focus on performance, career advancement, and strategic initiatives.

• Create and uphold professional development plans for team members.

• Guide the team on provider engagement, retention tactics, and best practices in account management.

• Promote accountability, teamwork, and continuous improvement.

• Ensure proactive management of provider relationships and measurable business results.

• Monitor customer health metrics, retention risks, diversification trends, and engagement statistics.

• Collaborate with Customer Success Managers on strategic accounts and escalations.

• Review and provide guidance on customer success plans, executive business reviews, and growth strategies.

• Support intricate provider situations and high-priority escalations.

• Establish and monitor team performance objectives and KPIs.

• Track regional retention, churn rates, diversification, customer satisfaction, and growth metrics.

• Conduct performance evaluations and offer timely feedback.

• Acknowledge and reward high performance while addressing performance gaps through coaching and development plans.

• Ensure the consistent execution of customer success processes and best practices.

• Enhance workflows, reporting, and clinic engagement strategies.

• Collaborate with leadership on projections, team capacity, and territory management.

• Utilize customer success platforms and reporting tools to analyze team and territory performance.

• Partner with Sales on opportunities for growth and expansion.

• Work together with Clinical and internal teams to relay provider feedback and advocate for clinic and patient needs.

• Collaborate with Operations and Enablement to optimize processes, tools, and training programs.

• Represent Customer Success in cross-functional meetings and initiatives.

⛳️ Requirements

• 1-2 years of direct leadership experience in Sales, Client Services, Account Management, or a related field.

• Strong communication and relationship-building abilities.

• Capability to manage multiple priorities and accounts concurrently.

• Familiarity with CRM and project management platforms, including Google Workspace.

• Willingness to travel up to 10% for team and organizational events.

• Primarily remote work environment with regular periods of sitting, standing, and computer usage.

• Occasional lifting as necessary.

🏝️ Benefits

• Employer-paid healthcare coverage, effective on the 1st day of the month following your hire date.

• Complimentary Strive compounded medications for employees with a valid patient-specific prescription from a licensed healthcare provider.

• Paid time off.

• Sick leave.

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.

• Parental leave.

• 401(k) with employer matching.

• Life insurance.

• Vision and dental insurance.

• Veterinary insurance.

• A collaborative and engaging workplace with opportunities to connect, celebrate, and establish meaningful relationships.

• Support for personal and professional growth.