Manager, Customer Success - Remote

Overview

The Manager of Customer Success is accountable for leading a team driving customer adoption, value realization, retention, and operational excellence across a defined customer segment.

In Short

• Lead, coach, and develop a blended team of Customer Success Advisors and Technical Leads.
• Drive measurable outcomes in customer adoption and account health.
• Serve as the Customer Success product SME for PerfectServe solutions.
• Engage directly with a select portfolio of customers.
• Guide technical operations and oversee Jira ticket trends.
• Ensure operational excellence through health score monitoring.
• Lead customer communications for product releases and service incidents.
• Participate in the CS leader on-call rotation.
• Partner cross-functionally with Sales, Support, and Engineering.
• Champion continuous improvement in customer experience.

Requirements

• 4+ years in Customer Success or SaaS leadership role.
• 2+ years of people management experience.
• Proven track record of driving customer retention and revenue growth.
• Strong technical acumen and troubleshooting skills.
• Exceptional verbal and written communication skills.
• Demonstrated success in leading process improvements.
• Familiarity with clinical workflows or healthcare communication.
• Ability to travel up to 25%.

Benefits

• Remote first work environment.
• Health, Dental, Vision, Life and Disability Insurance options available day one.
• 401K - with match and immediately vested.
• 17 company holidays, 2 floating holidays plus competitive paid time off policy.
• Internal Advancement Opportunities.