Senior Manager, Customer Success – Strategic Accounts

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

📋 Description

• Lead Medely's Strategic and Growth Customer Success teams.

• Establish proactive, value-driven partnerships with post-acute and outpatient facilities.

• Enhance customer retention, pinpoint expansion opportunities, and achieve measurable customer outcomes.

• Refine strategies for retention and expansion, and create repeatable playbooks.

• Utilize customer insights, performance metrics, and market trends to inform priorities.

• Mentor and develop Customer Success Managers.

• Translate company strategies into clear execution for the team.

• Drive Gross Retention Rate and reduce churn across the team's portfolio.

• Design and implement strategic account plans and customer engagement initiatives.

• Coach on value-based selling, strategic negotiation, executive presentations, and data-driven customer interactions.

• Oversee capacity planning and bandwidth forecasting.

• Analyze churn indicators, health scores, and market data to anticipate trends and adjust tactics.

• Onboard, train, and mentor new team members.

• Foster a high-performance, accountable team culture.

• Advocate for the voice of the customer with Product and Leadership teams.

• Identify risks in the customer lifecycle and implement mitigation strategies.

• Act as the primary escalation point for customer and cross-functional alignment issues.

• Maintain expertise in Medely's products, healthcare staffing dynamics, competitive intelligence, and industry trends.

• Build collaborative relationships with cross-functional partners and executive stakeholders.

• Occasional local and overnight travel for client meetings, industry engagement, and market-development activities may be required.

⛳️ Requirements

• 4+ years of people-management experience in Customer Success or Account Management.

• Experience leading teams in a high-volume or SMB environment is preferred.

• Proven track record of enhancing retention, decreasing churn, and driving revenue growth.

• Strong leadership, coaching, feedback, and accountability skills.

• Ability to leverage data to identify performance gaps, establish priorities, and convert insights into actionable strategies.

• Familiarity with Salesforce, Gong, Tableau, AI productivity tools, and Google Workspace.

• Bachelor's degree or equivalent practical experience.

• Experience guiding Customer Success teams through significant growth or change.

• Background in healthcare technology, SaaS, workforce marketplaces, or EMR ecosystems is advantageous.

• Must be based in the US, within the 48 contiguous states.

• Must address US work authorization and visa sponsorship requirements.

🏝️ Benefits

• 401k.

• Medical, dental, and vision insurance.

• Flexible and unlimited PTO.

• Paid parental leave.

• Remote work opportunities.

• Equity options.

• Commission structure.

• Competitive compensation based on experience and performance.

• Opportunity to create a meaningful business impact on a team you will help shape and define.