Customer Success Team Manager

The Customer Success Team Manager is a strategic problem solver, overseeing a team of Customer Success Managers (CSMs) and driving the execution of department-wide initiatives. This role leverages 5+ years of experience in Customer Success, specifically within the SaaS Healthcare environment, to develop and implement data-driven strategies that improve customer satisfaction, reduce churn, and identify opportunities for expansion.

Reporting to the Sr. Director of Customer Success, this position requires strong leadership skills as you will work with direct reports, analytically helping them navigate solutions to their problems with accuracy and speed.

This role involves managing a team of CSMs that own enterprise, high-value, strategic accounts and collaborating with cross-functional teams to align customer success strategies with broader business objectives. The Manager of Customer Success also plays a critical role in resource allocation and process innovation.

What You'll Do:

• Lead, mentor, and develop a small and diverse team of Customer Success Professionals, providing coaching, training, and performance feedback to ensure high levels of performance and professional growth.
• Lead CSMs by gaining insight into their individual strengths and goals, their specific accounts and requests, and sharing your experience with success in executing complex contract renewals, expansions, and upsells, collaborating with Sales and other teams as necessary to drive retention and growth.
• Develop and implement customer success strategies to improve satisfaction, retention, and expansion (Net Revenue Retention (NRR)), leveraging data to identify opportunities for improvement.
• Analyze customer data and health trends to proactively mitigate churn risks and identify opportunities for product and service improvements.
• Partner with Operations to design and test new workflows for customer segments, optimizing processes and enhancing efficiency.
• Present team performance and customer insights to Director-level leadership, offering strategic recommendations for continuous improvement.
• Contribute to the creation and continuous improvement of customer success playbooks, best practices, and training materials.
• Manage team resources effectively, ensuring optimal workload distribution, capacity planning, and utilization.

Requirements:

• 5+ years of experience in Customer Success, specifically within the SaaS Healthcare environment, taking operational control of a rapidly evolving environment and tackling challenges that require conceptual and strategic thought.
• 2+ years of strong experience managing a team of Customer Success professionals in a SaaS environment, owning the end goals and delegating the details to the team.
• A deep familiarity with the SaaS and Healthcare environments and a deeper understanding of the industry and population served.
• Sharp analytical skills and deep experience of customer success best practices within the technology industry, while implementing effective processes that drive success.
• Experienced presentation skills, especially with data reporting internally and leading Executive Business Reviews (EBRs) externally.
• Ability to work effectively in a fast-paced, dynamic, and remote environment.
• Proven track record of driving customer retention, growth, and advocacy for end users.
• Strong understanding of the customer lifecycle, and customer success principles, methodologies, and best practices.
• Previous strategic experience in guiding teams and accounts simultaneously, and understanding the differences needed between the two.
• Excellent communication and interpersonal skills, both with external stakeholders and direct reports.
• Proficiency in using customer success platforms and CRM systems.

Nice to Have:

• Experience with Gainsight
• Bachelor's degree in Business Administration, Marketing, or a related field

Not for You If:

• You have not led a team of Customer Success Managers previously.
• You do not have experience working in a SaaS Healthcare environment as a CSM.
• You have never served as a CSM working on Enterprise accounts.
• You are not analytical in problem-solving, unable to interpret data and insights, and create active solutions accordingly.
• You cannot delegate, lead, or are uncomfortable with motivating a team and holding them accountable.
• You require a step-by-step guidebook to drive your decision-making process.