Propelus dezvoltă soluții de conformitate și management profesional pentru sectorul sănătății. Brandurile sale — CE Broker, EverCheck și Immuware — sprijină profesioniștii, angajatorii, autoritățile de reglementare, instituțiile de învățământ și partenerii prin educație continuă, verificarea din surse primare și instrumente de gestionare a acreditărilor profesionale. Compania afirmă că platforma sa deservește peste cinci milioane de profesioniști și organizații. Propelus reunește aceste produse pentru a simplifica procesele de conformitate și a sprijini dezvoltarea profesională.
Customer Success Manager at Propelus, US Remote
Lead and develop a customer success team while overseeing enterprise accounts, retention, and expansion at Propelus, a healthcare workforce compliance technology company. Use customer data and cross-functional planning to improve outcomes and reduce churn.
Descriere
- Lead and develop a diverse team of customer success professionals.
- Coach team members, provide training, and give performance feedback.
- Improve team processes and ways of working.
- Support CSMs with enterprise accounts and complex customer requests.
- Advise on renewals, expansions, and upsells.
- Partner with Sales and other teams to support retention and growth.
- Build and put data-informed customer success strategies into practice.
- Review customer data and account health trends to reduce churn.
- Spot opportunities to improve products and services.
- Work with Operations to design and test workflows.
- Present team results and customer insights to Director-level leaders.
- Develop and refine playbooks, best practices, and training materials.
- Plan team resources, workloads, capacity, and utilization.
- Report to the Senior Director of Customer Success.
Cerințe
- At least five years of customer success experience, including work in a healthcare SaaS environment.
- Experience taking operational ownership in a fast-changing environment and addressing conceptual and strategic challenges.
- Experience working with enterprise accounts.
- At least two years managing customer success professionals in a SaaS environment.
- Strong knowledge of SaaS and healthcare environments.
- Understanding of the industry and the population served.
- Strong analytical skills and familiarity with customer success best practices.
- Presentation skills, including reporting on data and leading external executive business reviews (EBRs).
- Ability to work effectively in a fast-paced, changing, remote environment.
- A record of improving customer retention, growth, and advocacy.
- Strong understanding of the customer lifecycle and customer success principles, methods, and best practices.
- Strategic experience guiding both teams and accounts.
- Excellent communication and interpersonal skills.
- Proficiency with customer success platforms and CRM systems.
- Gainsight experience preferred.
- A bachelor's degree in business administration, marketing, or a related field preferred.
- Must be legally authorized to work in the United States; visa sponsorship is unavailable.
Beneficii
- Health insurance with up to 100% of employee medical premiums covered.
- HSA, FSA, medical, dental, and vision coverage.
- Dental and vision options with 100% of employee premiums covered.
- Paid time off: 20 days for 0–4 years of service, 25 days for 5–9 years, and 30 days for 10 or more years.
- 14 paid holidays for US-based teams.
- One floating holiday.
- One paid birthday holiday during the employee's birth month.
- 16 hours of paid volunteer time off.
- Additional leave options.
- 401(k) plan with company matching.
- Financial planning education and resources.
- Lifestyle Spending Account for wellness, work-from-home equipment, and other eligible expenses.
- Employee Assistance Program offering round-the-clock counseling and legal, financial, and care referral support.
- Carrot Fertility & Hormonal Support.
- Beyond Med discounted elective care plan.
- Spot Pet Insurance.
- Remote-first, globally distributed work environment.
- Work anniversary trips at 10 and 20 years.
- Professional development allowance.