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Manager of Customer Success (Remote, US)

Propelus· Customer Success
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Remote$90k - $100kFull-timePosted 1w ago

About the role

Customer Success Team Manager responsible for leading a team of CSMs, developing data-driven strategies to improve satisfaction, reduce churn, and drive expansion for enterprise, high-value accounts in a remote US-based role.

Responsibilities

  • Lead, mentor, and develop a small and diverse team of Customer Success Professionals, providing coaching, training, and performance feedback to ensure high levels of performance and professional growth.
  • Lead CSMs by understanding their strengths and goals, managing enterprise accounts, and guiding complex contract renewals, expansions and upsells in collaboration with Sales and other teams.
  • Develop and implement customer success strategies to improve satisfaction, retention, and expansion (NRR), leveraging data to identify opportunities for improvement.
  • Analyze customer data and health trends to proactively mitigate churn risks and identify opportunities for product and service improvements.
  • Partner with Operations to design and test new workflows for customer segments, optimizing processes and efficiency.
  • Present team performance and customer insights to Director-level leadership and recommend strategic improvements.
  • Contribute to the creation and continuous improvement of customer success playbooks, best practices, and training materials.
  • Manage team resources effectively, ensuring workload distribution, capacity planning, and utilization.

Qualifications

  • 5+ years of experience in Customer Success, specifically within the SaaS Healthcare environment
  • 2+ years of strong experience managing a team of Customer Success professionals in a SaaS environment
  • Deep familiarity with SaaS and Healthcare environments and industry understanding
  • Sharp analytical skills and experience with customer success best practices in technology
  • Experienced presentation skills with data reporting and leading EBRs
  • Ability to work effectively in a fast-paced, remote environment
  • Proven track record of driving customer retention, growth, and advocacy
  • Strong understanding of the customer lifecycle and customer success methodologies
  • Strategic experience guiding teams and accounts simultaneously
  • Excellent communication and interpersonal skills with stakeholders and direct reports
  • Proficiency in using customer success platforms and CRM systems
  • Ability to work effectively in a fast-paced, dynamic, and remote environment

Skills

Required:Customer Success LeadershipData-Driven StrategyEnterprise Account ManagementCommunication & Presentations

Benefits

  • Health Insurance: up to 100% premium coverage for employee medical insurance (US)
  • Generous PTO with accrual-based days and holidays
  • Floating and birthday holidays, volunteer time off, and additional leave options
  • 401K with company matching and financial planning resources
  • Lifestyle Spending Account (LSA)
  • Employee Assistance Programs (24/7/365)
  • Carrot Fertility & Hormonal Support
  • Beyond Med discount plan for elective care
  • Spot Pet Insurance
  • Global remote-first policy with optional office locations
  • Equity of inclusion in benefits for LATAM employees: health coverage, PTO, and country-specific perks
  • Professional development allowance
  • BuiltIn 2025 Best Places to Work recognition and Stevie Award honor
Last updated Oct 15, 2026. Interested? Apply on the company site.
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About Propelus

Moving healthcare forward, together.

Propelus modernizes how healthcare professionals, employers, and regulators work better together by providing three innovative solutions—CE Broker, EverCheck, and Immuware—for dynamic workforce compliance.

HealthcareWorkforce ManagementComplianceEducationData Solutions
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