Customer Success Manager

Propelus

. Lead, mentor, and develop a small, diverse team of Customer Success Professionals .

Posted 11/5/2026full-timeRemote • United StatesMid-LevelSenior💰 $100,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success within a SaaS Healthcare environment, focusing on team leadership, customer retention strategies, and data-driven decision-making. Proficient in analyzing customer data to enhance satisfaction and mitigate churn risks while collaborating cross-functionally to align strategies with business objectives.

Highest-signal resume keywords

Customer Success ManagementSaaS Healthcare ExperienceTeam LeadershipData AnalysisCustomer Retention Strategies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success Best PracticesAnalytical SkillsPerformance FeedbackCapacity PlanningContract RenewalsUpsellingCustomer Life Cycle UnderstandingWorkflow DesignData ReportingCustomer Success Strategies

Soft Skills

Excellent CommunicationInterpersonal SkillsCoachingCollaborationPresentation Skills

Tools & Technologies

Customer Success PlatformsCRM SystemsGainsight

Certifications & Qualifications

Bachelor's Degree in Business AdministrationBachelor's Degree in Marketing

Industry Keywords

SaaSHealthcareCustomer AdvocacyRetentionGrowth

About the role

Key responsibilities & impact

Lead, mentor, and develop a small, diverse team of Customer Success Professionals
Provide coaching, training, and performance feedback
Continuously improve team operating processes
Guide CSMs on complex contract renewals, expansions, and upsells
Collaborate with Sales and other teams to drive retention and growth
Develop and implement data-based customer success strategies
Improve customer satisfaction, retention, and net revenue retention
Analyze customer data and health trends to mitigate churn risks
Identify product and service improvement opportunities
Partner with Operations to design and test workflows for customer segments
Present team performance and customer insights to Director-level leadership
Create and improve customer success playbooks, best practices, and training materials
Manage team resources, workload distribution, capacity planning, and utilization
Report to the Senior Director of Customer Success
Collaborate cross-functionally to align customer success strategies with business objectives

Requirements

What you’ll need

5+ years of experience in Customer Success, specifically within a SaaS Healthcare environment
Experience taking operational control of a rapidly evolving environment and tackling conceptual and strategic challenges
Comfortability and familiarity working with enterprise-level accounts
2+ years of experience managing a team of Customer Success professionals in a SaaS environment
Deep familiarity with SaaS and Healthcare environments
Sharp analytical skills and experience with customer success best practices in the technology industry
Experienced presentation skills, including data reporting internally and leading EBRs externally
Ability to work effectively in a fast-paced, dynamic, and remote environment
Proven track record driving customer retention, growth, and advocacy
Strong understanding of the customer life cycle and customer success principles, methodologies, and best practices
Strategic experience guiding teams and accounts simultaneously
Excellent communication and interpersonal skills
Proficiency using customer success platforms and CRM systems
Experience with Gainsight would be great
Bachelor's degree in Business Administration, Marketing, or a related field would be great
Legally authorized to work in the US; sponsorship is unavailable

Benefits

Comp & perks

Health insurance with up to 100% of employee medical premium covered
HSA, FSA, medical, dental, and vision coverage
Dental and vision options with 100% of employee premium covered
20–30 days PTO annually for full-time US employees, based on tenure
14 paid holidays for US-based teams
One floating holiday
One paid birthday holiday during the birth month
16 hours Volunteer Time Off
Additional leave options
Compliance with more favorable state and local leave laws
401(k) with company matching
Financial planning education and resources
Lifestyle Spending Account for wellness, WFH equipment, gym memberships, meditation apps, and other eligible expenses
24/7/365 Employee Assistance Programs, including counseling, legal and financial services, and care referrals
Carrot Fertility & Hormonal Support
Beyond Med discounted elective-care plan
Spot Pet Insurance
100% employee health insurance premium coverage for LATAM employees
Propelus Flex Club flexible benefits platform for Costa Rica and Colombia employees
National holidays for Colombia and Costa Rica employees
Company-paid life insurance for Costa Rica and Colombia employees
Remote-first, global and distributed company
Sponsored trips for eligible 10- and 20-year work anniversaries
Professional development allowance