Protocall Services, Inc.

Customer Success Manager

• Lead, develop, and scale the Customer Success Manager team
• Provide direct supervision, coaching, and performance management for Customer Success Managers
• Set expectations for customer engagement, account planning, documentation, and follow-through
• Lead team meetings, establish action items, and ensure accountability
• Support onboarding, training, and ongoing skill development for CSMs
• Own customer health, retention, renewal, and expansion outcomes across Protocall’s customer base
• Establish and improve customer success best practices, health monitoring, engagement cadences, outreach prioritization, and risk escalation processes
• Support churn-risk identification and proactive mitigation strategies
• Partner with CSMs on renewal strategy and execution
• Identify additional-services and customer-expansion opportunities
• Coach CSMs on strategic account plans, complex customer situations, escalations, and sensitive conversations
• Ensure use of data, utilization metrics, impact reporting, and customer health indicators in customer strategy
• Create and maintain customer success playbooks and standardized workflows
• Reinforce accurate CRM and customer success systems usage
• Track KPIs related to engagement, retention, account health, expansion, and team execution
• Identify execution gaps and lead process improvements
• Represent the customer voice in cross-functional discussions
• Partner with Sales, Business Development, Clinical, Product, and Operations teams
• Communicate customer health trends, retention risks, expansion opportunities, and customer needs to leadership
• Monitor behavioral health and customer success industry trends

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Customer Success Team Manager