Manager, Customer Success

Propelus Inc.

Job Overview

Location

Remote - US

Job Type

Full-time

Full Job Description

📋 Description

• The Customer Success Team Manager operates at a strategic level, overseeing a team of CSMs and driving the execution of department-wide initiatives.
• Develop and implement strategies to improve customer satisfaction, reduce churn, and identify opportunities for expansion.
• Manage CSMs that own high-value accounts and collaborate with cross-functional teams to align customer success strategies with broader business objectives.
• Play 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.
• Support CSMs 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 health trends and data 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.
• Align with Sales, Product, and Marketing leadership on account growth strategies and cross-functional initiatives.
• 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.

🎯 Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 5+ years of experience in customer success, account management, or a similar role, preferably in a SaaS environment.
• 2+ years of strong experience leading and managing a team of customer success professionals.
• Proven track record of driving customer retention, growth, and advocacy for end users.

🏖️ Benefits

• Awarded one of BuiltIn's 2025 Best Places to Work.
• 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.
• Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.
• 401K with company matching, as well as financial planning education and resources.
• Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
• Lifestyle Spending Account (LSA): 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.
• 100% of health insurance premiums covered for LATAM employees.
• Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most.
• Exclusive discounts just for being part of our team.
• Life insurance policy, paid 100% by the company.

Skills & Technologies

REST

Remote

Degree Required

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Propelus Inc.

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About Propelus Inc.

Propelus Inc. delivers cloud-based workforce compliance and professional development software for healthcare, government, and education sectors. The platform automates license verification, continuing education tracking, and credential management to reduce regulatory risk and administrative burden. It consolidates data from licensing boards and training providers, enabling real-time monitoring and renewal workflows. Headquartered in Austin, Texas, Propelus serves thousands of organizations across the United States, helping them maintain compliance while supporting employee growth through integrated learning and certification tools.

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