Customer Success Team Manager

Propelus delivers trusted and accurate healthcare compliance solutions, ensuring workforce requirements are met, fostering safety and supporting communities through seamless connectivity between professionals, employers, regulators, agencies, and associations.

We ensure our nation’s healthcare workforce is healthy, safe, and compliant to work. Learn why Propelus is trusted by 5+ million professionals:

https://propelus.com/.

Overview | The Customer Success Team Manager is responsible for the day-to-day management and operational success of a team of Customer Success Managers (CSMs). Reporting to the Senior Director of Customer Success, this role is focused on ensuring that the team meets performance goals, resolves client issues efficiently, and maintains high levels of customer satisfaction. The Customer Success Team Manager collaborates closely with the Operations Lead to optimize workflows and processes, ensuring alignment with broader company objectives.

Core Responsibilities | This role includes but is not limited to:

• Team Leadership: Directly manage a team of Customer Success Managers, providing ongoing coaching, setting expectations, and evaluating performance to ensure individual and team success. Implement strategies developed by senior leadership to meet client needs and uphold company standards.

• Operational Management: Oversee the day-to-day activities of the Customer Success team, ensuring that tasks are prioritized effectively and that client issues are resolved swiftly and satisfactorily. Ensure all team operations align with the strategic direction set by the Senior Director of Customer Success.

• Customer Escalation: Serve as the primary point of escalation for complex or high-priority client issues within the team. Ensure issues are resolved promptly and communicate critical issues to the Director when necessary.

• Performance Monitoring: Track and report on key performance indicators (KPIs) for the team, providing regular updates. Use data to identify areas for improvement and implement changes to enhance team performance.

• Collaboration with Operations: Partner closely with the Operations Lead to streamline processes, improve efficiency, and ensure that operational goals align with customer success objectives. Assist in the development and implementation of initiatives to enhance service delivery.

• Team Development: Recruit, mentor, and develop Customer Success Managers, focusing on skill enhancement and professional growth. Ensure the team is equipped with the necessary training and resources to excel in their roles.

• Process Improvement: Continuously evaluate and refine team processes, tools, and technologies to improve operational efficiency. Work with the Operations Lead to ensure CRM and other systems are optimized for accurate data management and reporting.

Qualifications & Expertise |

• Bachelor’s degree or equivalent relevant experience preferred.

• 7+ years of experience in customer success, account management, or related roles, with at least 3 years in a team management capacity, preferably in the healthcare technology industry.

• Proven ability to manage and motivate a team, driving high performance and customer satisfaction.

• Strong collaboration skills, particularly in working with cross-functional teams and operational partners.

• Exceptional communication skills, with experience managing client relationships and resolving complex issues.

• Highly organized and detail-oriented, with strong problem-solving and decision-making abilities.

• Proficiency with CRM platforms and customer success software.

• Travel up to 10% of time may be required

• Experience in Healthcare IT is preferred.

Benefits and Perks for Propelus employees located in the US include but are not limited to:

• Awarded one of BuiltIn’s 2023 Best Place to Work and 7 years running by Outside Magazine!

• Professional development allowance to help you grow in the ways that mean the most to you.

• Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering and for becoming a new parent.

• 401K with company matching, as well as financial planning education and resources.

• Employees choose from HSA, FSA and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.

• Wellness benefits - we’ll help you pay for fitness endeavors and organic produce delivery services.

• Check us out for yourself at our careers page or our Propelus culture Instagram accounts.

We are an equal opportunity employer and value diversity at Propelus. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Candidates from all backgrounds are encouraged to apply.

Full-time positions are scheduled to work 40 hours per week, M-F unless required otherwise by projects. Part-time positions are scheduled to work a maximum of 30 hours per week (all part-time positions will be specified in the job title). Equipment, benefits, and perks are not provided to part-time employees. This job is open to candidates authorized to work in the US and located within US borders.