Client Success Lead

Summary

Join Propelus as a Client Success Team Lead and oversee the daily operations of a team of Client Success Managers. You will be responsible for team performance, customer satisfaction, and collaboration with various departments. This role involves managing strategic customers, resolving complex issues, and tracking key performance indicators. You will also focus on team development, process improvement, and fostering increased adoption rates nationwide. The ideal candidate possesses strong leadership, communication, and problem-solving skills, along with experience in customer success and team management. Propelus offers a comprehensive benefits package, including professional development opportunities, flexible work arrangements, and various wellness programs.

Requirements

• Bachelor's degree or equivalent relevant experience
• 5+ years of experience in customer success, account management, or related roles, with at least 3 years in a team management capacity
• Proven ability to manage and motivate a team, driving high performance and customer satisfaction
• Strong collaboration skills, particularly in working with cross-functional teams and operational partners
• Exceptional communication skills, with experience managing client relationships and resolving complex issues
• Highly organized and detail-oriented, with strong problem-solving and decision-making abilities
• Proficiency with CRM platforms and customer success software
• Travel up to 10% of time may be required

Responsibilities

• Directly manage a team of Client Success Managers, providing ongoing coaching, setting expectations, and evaluating performance to ensure individual and team success
• Implement strategies to meet client needs and uphold company standards
• Directly manage a small number of strategic customers
• Oversee the day-to-day activities of the Client Success team, ensuring that tasks are prioritized effectively and that client issues are resolved swiftly and satisfactorily
• Serve as the primary point of escalation for complex or high-priority client issues within the team
• Ensure issues are resolved promptly and communicate critical issues to the General Manager when appropriate
• Track and report on key performance indicators (KPIs) for the team, providing regular updates
• Use data to identify areas for improvement and implement changes to enhance team performance
• Partner closely with sales, external affairs, product, and marketing to maximize our impact for our customers
• Recruit, mentor, and develop Customer Success Managers, focusing on skill enhancement and professional growth
• Ensure the team is equipped with the necessary training and resources to excel in their roles
• Continuously evaluate and refine team processes, tools, and technologies to improve operational efficiency
• Ensure the CRM and other systems are optimized for accurate data management and reporting

Preferred Qualifications

Experience in Healthcare and/or SLED SaaS

Benefits

• 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