Customer Success Manager

Propelus Inc.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• Propelus Inc. is seeking a highly motivated and strategic Customer Success Manager (CSM) to join our dynamic team, focusing specifically on the Immuware platform. In this pivotal role, you will be the primary architect of success for our enterprise occupational health and compliance accounts, primarily serving large healthcare systems and complex organizations. Your mission is to ensure these clients not only adopt but deeply integrate Immuware into their operations, thereby maximizing the platform's value and driving significant improvements in their clinical and compliance workflows. As a trusted advisor, you will cultivate and nurture strategic relationships with C-level executives and key clinical stakeholders, positioning Immuware as an indispensable tool for their daily operations and long-term strategic objectives.
• Your responsibilities will span the entire customer lifecycle, from onboarding to ongoing engagement, with a keen focus on driving long-term retention and identifying opportunities for commercial growth. You will be instrumental in developing and executing tailored success plans for each account, meticulously monitoring key health indicators such as product adoption rates, customer satisfaction, and the realization of return on investment (ROI). Proactive identification and mitigation of churn risks or declining usage will be a critical aspect of your role, ensuring a consistently positive and valuable customer experience.
• A significant part of your contribution will involve acting as the crucial "Voice of the Customer" within Propelus. You will meticulously gather, synthesize, and translate customer feedback, pain points, and emerging needs into actionable insights for our Immuware product development and engineering teams. This direct line of communication is vital for shaping the future roadmap of the Immuware platform, ensuring it remains at the forefront of healthcare compliance technology and continues to meet the evolving demands of our clients.
• You will also be responsible for managing and resolving complex customer challenges. This requires a collaborative approach, working closely with our Support and Engineering departments to orchestrate swift and effective solutions. Leading the strategy for resolving high-stakes issues while maintaining exemplary levels of customer satisfaction will be paramount, reinforcing Propelus's commitment to client success and trust.
• To excel in this role, you will need to develop a profound expertise in the Immuware platform, understanding its full capabilities and how they apply to the unique challenges of occupational health and compliance within the healthcare sector. You will educate customers on best practices, guide them through new feature releases, and champion the adoption of advanced functionalities to further enhance their operational efficiency and compliance posture.
• The ideal candidate possesses a strong business acumen, coupled with a deep understanding of SaaS solutions and the healthcare industry. You should be adept at navigating complex organizational structures, building consensus among diverse stakeholders, and demonstrating the tangible business value of our solutions. Your ability to translate technical and compliance intricacies into clear, compelling narratives for executive audiences will be key to your success.
• This role offers a unique opportunity to make a substantial impact on the healthcare industry by helping organizations streamline critical compliance processes, reduce risk, and ultimately improve the well-being of their workforce. You will be part of a mission-driven company that has been a trusted leader for over 20 years, dedicated to bringing more good into the lives of those serving healthcare. Your work will directly contribute to a safer, healthier, and happier healthcare ecosystem for millions of professionals.
• Ultimately, as a Customer Success Manager, you are the linchpin in ensuring our enterprise clients achieve their desired outcomes with Immuware. You will be a strategic partner, a problem-solver, and a product champion, driving both customer loyalty and commercial success for Propelus.

🎯 Requirements

• 3+ years of experience in Customer Success or Account Management, with a proven track record of managing large, complex enterprise accounts.
• Demonstrated ability to influence and align C-level executives and senior organizational leaders.
• Proven experience in driving revenue through renewals and identifying expansion opportunities (upselling/cross-selling).
• Exceptional negotiation, presentation, and communication skills, with the ability to articulate complex concepts simply.
• Proficiency with CRM platforms (e.g., Hubspot) and Customer Success tools (e.g., Gainsight, ChurnZero).
• Bachelor’s degree or equivalent practical experience.

🏖️ Benefits

• Professional development allowance for continuous learning and growth.
• Ample Paid Time Off (PTO), including dedicated days for volunteering, birthdays, and new parenthood.
• Comprehensive health coverage options including HSA, FSA, and traditional insurance for medical, dental, and vision.
• 401K plan with company matching and financial planning resources.
• Lifestyle Spending Account (LSA) for personal well-being (gym, meditation apps, WFH equipment, etc.).

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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