Customer Success Team Manager

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

📋 Description

• Lead, develop, and expand the Customer Success Manager team.

• Provide direct oversight, coaching, and performance management for Customer Success Managers.

• Establish expectations for customer engagement, account planning, documentation, and follow-through.

• Facilitate team meetings, define action items, and ensure accountability.

• Assist in onboarding, training, and continuous skill development for CSMs.

• Oversee customer health, retention, renewal, and expansion outcomes within Protocall’s customer base.

• Establish and enhance customer success best practices, health monitoring, engagement cadences, outreach prioritization, and risk escalation procedures.

• Support the identification of churn risks and proactive mitigation strategies.

• Collaborate with CSMs on renewal strategies and execution.

• Identify opportunities for additional services and customer expansion.

• Mentor CSMs on strategic account planning, handling complex customer situations, escalations, and sensitive discussions.

• Ensure the integration of data, utilization metrics, impact reporting, and customer health indicators into customer strategies.

• Develop and maintain customer success playbooks and standardized workflows.

• Promote the accurate use of CRM and customer success systems.

• Monitor KPIs related to engagement, retention, account health, expansion, and team performance.

• Identify execution gaps and spearhead process improvements.

• Represent the customer perspective in cross-functional discussions.

• Collaborate with Sales, Business Development, Clinical, Product, and Operations teams.

• Communicate customer health trends, retention risks, expansion opportunities, and customer needs to leadership.

• Stay informed about behavioral health and customer success industry trends.

⛳️ Requirements

• A Bachelor’s degree is required.

• A minimum of 5 years of experience in Customer Success, Account Management, or Partner Engagement.

• At least 2 years of experience in people management or team leadership.

• Strong understanding of customer success principles, including adoption, retention, renewals, account expansion, proactive engagement, customer health management, and value realization.

• Proven ability to coach and develop professionals in customer-facing roles.

• Experience in developing and implementing customer success processes, encompassing account segmentation, engagement cadences, customer health monitoring, and risk management.

• Demonstrated capability to lead and coach a team in identifying and pursuing account growth opportunities, establishing relationship strategies, and aligning cross-functional partners to meet growth objectives.

• Strong analytical and organizational skills, with the ability to leverage customer data and performance metrics to prioritize tasks, assess outcomes, and promote continuous improvement.

• Excellent written and verbal communication skills.

• Comfortable utilizing CRM systems and customer health metrics to inform decision-making.

• A graduate degree in behavioral health, public health, or business is preferred.

• Behavioral health training, licensure, or experience in a behavioral health service delivery setting is advantageous.

• Familiarity with telehealth or digital health platforms.

• Experience working with higher education institutions, public or private sector behavioral healthcare organizations, and/or employee assistance programs.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits, including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Flexible work environment with remote work options.

• Supportive company culture focused on employee well-being and success.