Client Success Lead - Remote

Overview

The Client Success Lead is responsible for the day-to-day management and operational success of a team of Client Success Managers (CSMs). Reporting to the General Manager, Government Excellence, this role is focused on ensuring that the team meets performance goals, maintains high levels of customer satisfaction, and effectively contributes to shared success of Propelus and its customers. The Client Success Team Lead collaborates closely with the Senior Director of External Affairs and Government Relations to elevate our efforts to foster increased adoption rates nationwide.

In Short

• Directly manage a team of Client Success Managers, providing ongoing coaching and evaluating performance.
• Manage a small number of strategic customers.
• Oversee day-to-day activities of the Client Success team.
• Serve as the primary point of escalation for complex client issues.
• Track and report on key performance indicators (KPIs) for the team.
• Collaborate with sales, external affairs, product, and marketing.
• Recruit, mentor, and develop Customer Success Managers.
• Continuously evaluate and refine team processes and tools.

Requirements

• Bachelor's degree or equivalent relevant experience preferred.
• 5+ years of experience in customer success or related roles.
• Proven ability to manage and motivate a team.
• Strong collaboration skills with cross-functional teams.
• Exceptional communication skills.
• Highly organized and detail-oriented.
• Proficiency with CRM platforms and customer success software.
• Travel up to 10% of time may be required.
• Experience in Healthcare and/or SLED SaaS is preferred.

Benefits

• Awarded one of BuiltIn's 2023 Best Place to Work.
• Professional development allowance.
• Flexibility for work-life balance and ample PTO.
• 401K with company matching.
• Medical, dental, and vision coverage options.
• Wellness benefits for fitness and organic produce.