Customer Success Team Manager

Protocall Services, Inc.

. Lead, develop, and scale the Customer Success Manager team .

Posted 10/23/2026full-timeRemote • Michigan • United StatesMid-LevelSenior💰 $85,000 - $105,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management, including retention, renewals, and account expansion strategies. Proven ability to lead and develop teams while utilizing data-driven insights to enhance customer engagement and health monitoring.

Highest-signal resume keywords

Customer Success ManagementTeam LeadershipData AnalysisProcess ImprovementCRM Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health ManagementAccount ManagementRisk ManagementEngagement CadencesPerformance MetricsAccount SegmentationValue RealizationCoaching and DevelopmentRetention StrategiesRenewal Strategies

Soft Skills

Communication SkillsOrganizational SkillsAnalytical SkillsCoaching SkillsTeam Collaboration

Tools & Technologies

CRM SystemsCustomer Success PlatformsTelehealth PlatformsDigital Health Platforms

Certifications & Qualifications

Bachelor's DegreeGraduate Degree in Behavioral Health, Public Health, or Business

Industry Keywords

Behavioral HealthCustomer Success Best PracticesChurn-Risk IdentificationHigher Education InstitutionsEmployee Assistance Programs

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Bachelor’s degree required
5+ years of experience in Customer Success, Account Management, or Partner Engagement
2+ years of people management or team leadership experience
Strong foundation in customer success principles, including adoption, retention, renewals, account expansion, proactive engagement, customer health management, and value realization
Demonstrated ability to coach and develop customer-facing professionals
Experience developing and implementing customer success processes, including account segmentation, engagement cadences, customer health monitoring, and risk management
Demonstrated ability to lead and coach a team in identifying and advancing account growth opportunities, setting relationship strategies, and aligning cross-functional partners to achieve growth goals
Strong analytical and organizational skills, with the ability to use customer data and performance metrics to prioritize activities, evaluate outcomes, and drive continuous improvement
Excellent written and verbal communication skills
Comfort using CRM systems and customer health metrics to guide decisions
Graduate degree in behavioral health, public health, or business preferred
Behavioral health training, licensure or experience in a behavioral health service delivery is a plus
Familiarity with telehealth or digital health platforms
Experience working with higher education institutions, public or private sector behavioral healthcare organizations, and/or employee assistance programs