Full-Time Customer Success Manager

Overview | The Customer Success Manager (CSM) is responsible for managing and nurturing customer relationships to drive growth and ensure long-term customer satisfaction. Reporting to the Customer Success Team Manager, the CSM will focus on expanding existing accounts, identifying upsell and cross-sell opportunities, and collaborating closely with the sales team to maximize revenue. This role requires a proactive approach to customer engagement, with the CSM serving as the primary point of contact for their assigned accounts, ensuring customers realize the full value of the company’s products and services.

Core Responsibilities | This role includes, but is not limited to:

• Customer Relationship Management: Act as the primary point of contact for assigned accounts, building and maintaining strong relationships with key stakeholders. Understand customer needs and business objectives, and ensure they are aligned with the company’s offerings.
• Account Growth: Identify and drive opportunities for growth within existing accounts, including upsell and cross-sell opportunities. Work closely with the sales team to develop strategies for expanding account value and achieving revenue targets.
• Customer Success Strategy: Develop and execute tailored success plans for each customer, ensuring they are fully utilizing the company’s products and services. Monitor customer progress and proactively address any issues or challenges to ensure satisfaction and retention.
• Collaboration with Sales: Partner with the sales team to ensure a seamless customer experience from onboarding through the lifecycle of the account. Share insights and feedback from customers to help inform sales strategies and product development.
• Performance Monitoring: Track and analyze key performance indicators (KPIs) related to account health, customer satisfaction, and revenue growth. Provide regular reports to the Customer Success Team Manager, highlighting successes and areas for improvement.
• Customer Issue Resolution: Address and resolve customer issues and concerns in a timely manner, ensuring a high level of customer satisfaction. Escalate complex or critical issues to the Customer Success Team Manager as needed.
• Product Expertise: Maintain deep knowledge of the company’s products and services, and effectively communicate their value to customers. Provide training and support to customers to ensure they are getting the most out of the company’s offerings.

Qualifications & Expertise |

• Bachelor’s degree or equivalent relevant experience preferred. 
• 3+ years of experience in customer success, account management, or a related role, preferably in the healthcare technology industry. 
• Proven track record of managing and growing customer accounts, with a focus on upselling and cross-selling.
• Strong collaboration skills, with experience working closely with sales teams.
• Exceptional communication and relationship-building abilities.
• Highly organized, with strong problem-solving skills and attention to detail.
• Ability to work independently and manage multiple accounts simultaneously.
• Proficiency with CRM platforms and customer success software.

Benefits and Perks for Propelus employees include but are not limited to:

• Awarded one of BuiltIn's 2023 Best Place to Work and 7 years running by Outside Magazine!
• Professional development allowance to help you grow in the ways that mean the most to you.
• Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering and for becoming a new parent.
• 401K with company matching, as well as financial planning education and resources.
• Employees choose from HSA, FSA and traditional insurance options for medical, dental, and vision coverage for themselves and dependents. 
• Wellness benefits - we’ll help you pay for fitness endeavors and organic produce delivery services.
• Check us out for yourself at our careers page or our Propelus culture Instagram accounts.