Customer Success Leadership Role

Summary

Join PerfectServe's Customer Success Leadership team as a Manager, Senior Manager, or Director to shape the future of customer engagement and retention. Lead and inspire a geographically dispersed team of Customer Success Advisors, focusing on maximizing customer value and satisfaction. Develop and execute strategies to drive customer adoption and retention through proactive engagement and strategic business reviews. Serve as a trusted advisor to customers, optimizing clinical workflows and communication using PerfectServe's applications. Advocate for customer needs internally, influencing product, support, and sales strategies. Leverage customer health metrics to identify risks and opportunities, implementing scalable processes to address them. Drive continuous improvement of Customer Success operations and lead customer communications during critical service incidents. This role offers the opportunity to take on broader responsibilities depending on experience, such as team scaling and strategic planning.

Requirements

• 4+ years in Customer Success, Account Management, or a related SaaS leadership role
• 2+ years of people management experience with a focus on coaching, mentoring, and team development
• Proven track record of driving customer retention, adoption, and revenue growth
• Strong technical acumen and troubleshooting skills, with the ability to translate complex concepts into customer value
• Exceptional verbal, written, and presentation skills, with experience engaging executive stakeholders
• Demonstrated success in leading process improvements in dynamic, cross-functional environments
• Familiarity with clinical workflows, healthcare communication, or LEAN methodologies
• Ability to travel up to 25%

Responsibilities

• Inspire and manage a team of geographically dispersed Customer Success Advisors to deliver exceptional customer experiences
• Develop and execute strategies to drive customer adoption, retention, and satisfaction through proactive engagement, account planning, and strategic business reviews
• Serve as a trusted advisor to customers, helping them optimize clinical workflows and communication utilizing PerfectServe’s applications
• Establish and maintain trusted partner relationships with key customers to support growth, retention, and customer escalations
• Act as the voice of the customer internally, advocating for their needs and influencing product, support, and sales strategies to ensure a seamless customer journey
• Leverage customer health metrics and insights to identify risk and opportunities and implement scalable processes to address them
• Drive continuous improvement of Customer Success operations, including Salesforce workflows, playbooks, and enablement tools
• Lead customer communications during critical service incidents, including on-call participation, internal coordination, and post-incident follow-ups
• Depending on experience, take on broader responsibilities such as team scaling, customer executive stakeholder management, and strategic planning

Preferred Qualifications

• MBA, MSN, or equivalent advanced degree
• Experience supporting multiple SaaS product lines and diverse customer segments
• Proficiency with Salesforce, Atlassian (Confluence & Jira), and customer support platforms (e.g., Zendesk)

Benefits

• Remote first work environment
• Health, Dental, Vision, Life and Disability Insurance options available day one
• 401K - with match and immediately vested
• 17 company holidays, 2 floating holidays plus competitive paid time off policy
• Internal Advancement Opportunities