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What you'd actually do: Lead a small team of CSMs who own enterprise healthcare SaaS accounts, coaching them on renewals, expansion and churn reduction.
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Propelus® simplifies workforce compliance management across healthcare. Our innovative technology and strategic partnerships empower millions of professionals, their employers, and regulators to work together, creating a connected and efficient healthcare ecosystem.
As a trusted leader for over 20 years, Propelus has focused on bringing more good into the lives of the people and organizations serving healthcare. We deliver seamless compliance solutions to millions. We leverage market-leading technology and essential data to simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce.
The
a strategic problem solver, overseeing a team of CSMs and driving the execution of department-wide initiatives. The Manager of Customer Success will use their
to develop and implement data based strategies, to improve customer satisfaction, reduce churn, and identify opportunities for expansion.
Reporting to the Sr. Director of Customer Success, this position requires strong leadership skills as you will be working with direct reports, analytically helping them navigate solutions to their problems with accuracy and speed.
This role involves managing a team of CSMs that own enterprise, high-value, strategic accounts and collaborating with cross-functional teams to align customer success strategies with broader business objectives. The Manager of Customer Success also plays a critical role in resource allocation and process innovation.
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.
Your priorities and focus will grow and change with you and the team, as you will be continuously improving the processes by which the team operates.
by gaining insight into their individual strengths and goals, their specific accounts and the requests therein, and sharing your experience with success in executing complex contract renewals, expansions and upsells, collaborating with Sales and other teams as necessary to drive retention and growth.
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 enhancing efficiency.
Present team performance and customer insights to Director-level leadership, offering strategic recommendations for continuous improvement.
Contribute to the creation and continuous improvement of customer success playbooks, best practices, and training materials.
Manage team resources effectively, ensuring optimal workload distribution, capacity planning, and utilization.
specifically within the SaaS Healthcare environment
taking operational control of a rapidly evolving environment and tackling challenges that require conceptual and strategic thought
Comfortability and familiarity working with enterprise level accounts
2+ years of strong experience managing a team of Customer Success professionals in a SaaS environment, owning the end goals and delegating the details to the team.
and a deeper understanding of the industry and population we are serving
Sharp analytical skills and a deep experience of customer success best practices within the technology industry, while implementing effective processes that drive success.
Experienced presentation skills, especially with data reporting internally and leading EBRs externally.
Ability to work effectively in a fast-paced, dynamic, and remote environment.
Proven track record of driving customer retention, growth, and advocacy for end users.
Strong understanding of the customer life cycle, and customer success principles, methodologies, and best practices.
Previous strategic experience in guiding teams and accounts simultaneously, and understanding the differences needed between the two
Excellent communication and interpersonal skills, both with external stakeholders and your direct reports.
Proficiency in using customer success platforms and CRM systems.
Ability to work effectively in a fast-paced, dynamic, and remote environment
Experience with Gainsight
Bachelor's degree in Business Administration, Marketing, or a related field
Have not led a team of Customer Success Managers previously
Do not have experience working in a SaaS Healthcare environment as a CSM
Have never served as a CSM working on Enterprise accounts
Are not analytical in problem-solving, able to interpret data and insights, and create active solutions accordingly.
Cannot delegate, lead, or are uncomfortable with motivating a team and holding them accountable
Require a step by step guidebook to drive your decision making process
If your experience is close but doesn't fulfill all requirements, please apply. We're building the best team in healthcare and are focused on hiring individuals with unique backgrounds, perspectives, and experiences to support us in doing good, what’s human, and making a difference.
We cover up to
for employee medical insurance. Plans for spouses and children are made affordable through Propelus’ generous contribution
Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
Dental and Vision plans, both including an option with
covered for employees
0–4 yrs
| 5–9 yrs
. | 10+ yrs
per year (accrues quarterly:
; and is available immediately).
US-based teams observe
each year
One
is yours to request on any day of your choice. This is separate from your PTO.
: Your birthday deserves celebrating! You get
, separate from your PTO.
16 hours available to you, that allow you to make an impact on causes that are meaningful to you.
to support you in embracing life centricity
Where state or local leave laws provide additional protections, Propelus will comply with whichever regulation is
to the employee.
with company matching, as well as financial planning education and resources.
We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door. Think of it as a bonus for the expenses and experiences you value most.
provides
by phone and online — family clinical counseling, legal & financial services, plus child and elder care referrals.
Inclusive hormonal health, fertility, and family-building benefits with
.
A licensed
giving you access to elective care like acupuncture, dermatology, fertility, GLP-1, and more — at discounted rates.
A financial safety net for your furry family. Get reimbursed for emergencies, lab fees, behavior, x-rays, surgeries, cancer, and more.
Your health is our top priority! We cover 100% of employee health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are.
: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team. (Details are country specific)
18 days
12 days
: Your birthday deserves celebrating! You get
, separate from your PTO.
16 hours available to you, that allow you to make an impact on causes that are meaningful to you.
We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.
Inclusive hormonal health, fertility, and family-building benefits with
.
Benefits and Perks for ALL Propelus employees include but are not limited to:
A remote first company, global and distributed, with two office locations for those nearby who want a change of scenery.
Employees celebrating their 10 and 20 year work anniversary are eligible to take a trip sponsored by Propelus within one year of their 10th and 20th anniversary date.
Awarded one of BuiltIn's 2025 Best Places to Work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers.
Professional development allowance to help you grow in the ways that mean the most to you.
Check us out for yourself at our careers page or our Propelus culture Instagram accounts.
Interview #1: Brief intro screen with our People Ops team
Interview #2: Introduction with the Hiring Manager
Interview #3: Team Panel
Interview #4: Alignment interview with Senior Leadership
If you don’t move forward to the next round, we’ll make sure you know as soon as possible.
Tips for applicants: Focus on your application. At Propelus, everyone has an equal opportunity based on their merit. Reaching out to the team or providing referrals will not change your chances.
We work remotely and communicate asynchronously, so writing is a key skill at Propelus. Please answer the application questions with your own thoughtful responses. Replies like "See resume" or N/A won't lead to an interview. Have some fun with it, we actually read these!
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. Equipment, benefits, and perks are not provided to part-time or temporary employees.
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