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Senior Manager, Customer Success - Strategic Accounts

Medely· Sales Department
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Remote$122k - $136kFull-timePosted 1mo ago

About the role

Senior Manager of Customer Success leading Strategic and Growth teams to build proactive, value-driven partnerships with post-acute and outpatient facilities, strengthening retention, identifying expansion opportunities, and delivering measurable customer outcomes. Remote, full-time role.

Responsibilities

  • Lead a team of Strategic and Growth CSMs responsible for managing small- and medium-sized books of business.
  • Refine the team’s retention and expansion strategy, develop repeatable playbooks, and use customer insights, performance data, and market trends to guide priorities.
  • Coach and develop CSMs, translate broader company strategy into clear team execution, and strengthen Medely’s presence within the healthcare community.
  • Occasional local and overnight travel may be required for client meetings, industry engagement, and market-development activities.
  • Drive Gross Retention Rate (GRR) and mitigate churn by proactively managing portfolio health across the team's entire book of business.
  • Design and execute strategic account plans and motions to drive retention, expansion, and customer engagement across a high-volume segment.
  • Coach and build critical thinking across the team, emphasizing value-based selling, strategic negotiation, executive presentation, and data-driven customer interactions.
  • Lead capacity planning and bandwidth forecasting to align team headcount with evolving customer segments and aggressive revenue targets.
  • Analyze churn indicators, health scores, and market data to predict emerging trends and proactively adjust team tactics.
  • Onboard, train, and mentor new team members while cultivating a high-performance, accountable team culture.
  • Champion the "voice of the customer" internally, providing structured qualitative and quantitative insights to Product and Leadership teams.
  • Identify risk patterns across the customer lifecycle and deploy rapid risk-mitigation strategies to safeguard vulnerable accounts.
  • Serve as the primary escalation point for customers and cross-functional alignment issues
  • Maintain subject matter expertise on Medely's product offerings, healthcare staffing dynamics, competitive intelligence, and broader industry trends.
  • Build strong, collaborative relationships across teams, cross-functional partners, and executive stakeholders.

Qualifications

  • 4+ years of people-management experience in Customer Success or Account Management, ideally leading teams in a high-volume or SMB environment.
  • Measurable track record of improving retention, reducing churn, and driving revenue expansion.
  • Strong people leader who coaches CSMs to become trusted strategic partners and confident commercial operators.
  • Ability to use data to identify performance gaps, set priorities, and turn customer and operational insights into action.
  • Comfort with Salesforce, Gong, Tableau, AI productivity tools, and Google Workspace.
  • Bachelor’s degree or equivalent practical experience.

Skills

Required:People managementRetention and expansion strategyData-driven decision making

Benefits

  • Competitive Compensation: Based on experience and performance
  • Long-term Incentives: 401k
  • Healthcare Benefits: Medical, dental, and vision insurance
  • Flexibility: Flexible and unlimited PTO
  • Paid parental leave
  • Purpose: Joining a mission-oriented startup modernizing healthcare nationally
  • Ownership: Opportunity to drive meaningful business impact
  • Remote: Fully remote work environment with tools to be effective
Last updated Sep 16, 2026. Interested? Apply on the company site.
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About Medely

Build a better workforce. Deliver better care.

Access a network of qualified nurses & allied professionals and flexible workforce management tools to better meet patient needs, fill per-diem shifts, and maintain high-quality care at your healthcare facility.

nursesallied professionalshealthcareworkforce managementper diemstaffinghealthcare professionals
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