Director of Customer Success

Summary

Join Propelus as the Director of Customer Success for Government Excellence, leading a team of Customer Success Managers partnering with government regulatory boards and agencies. This transformational role involves building a world-class customer success function, evolving strategy, driving operational excellence, and fostering a highly effective team. You will partner with various departments to drive nationwide adoption and impact, reporting to the General Manager of Government Excellence. The position requires strategic thinking, a bias for action, and effective collaboration. You will be instrumental in recruiting, developing, and mentoring your team. As a leader, you will champion Propelus's values and cultivate them within your team.

Requirements

• Bachelor's degree or equivalent relevant experience
• 7+ years of experience in growth-oriented customer success, account management, or a similar client-facing role, with at least 3 years in a management capacity
• Proven experience working with government regulatory boards, state agencies, or similar entities
• A track record of building, coaching, and motivating high-performing teams, with a focus on driving favorable outcomes for both individual and team success
• Demonstrated ability to drive operational change and implement process improvements
• Exceptional communication and relationship-building skills, with experience managing complex client relationships and resolving high-stakes issues
• Proficiency with CRM platforms (e.g., Hubspot) and customer success software (e.g. Gainsight)
• Highly organized, detail-oriented, and skilled in data-driven problem-solving

Responsibilities

• Lead a High-Performing Team: Directly manage, mentor, and coach a team of CSMs. Set clear expectations, drive accountability, and foster a culture of continuous improvement, professional development, and success
• Operationalize for Excellence: Oversee the day-to-day operations of the team, implementing and refining processes, tools, playbooks, etc
• Drive Strategic Customer Engagement: Directly partner with Customer Success Managers on the most strategic and complex government accounts. Serve as a key escalation point, providing expert guidance and ensuring high-level satisfaction and partnership
• Measure and Optimize Performance: Define and monitor key performance indicators (KPIs) for the team, leveraging data to identify opportunities for improvement and implement strategic changes to elevate team performance
• Partner for Growth: Collaborate closely with External Affairs & Government Relations, Sales, Product, Customer Support, Marketing, Operations, and Finance to amplify our impact. Work together to identify and pursue opportunities for increased adoption and expand our footprint across government markets
• Recruit and Develop Top Talent: Play a critical role in recruiting, onboarding, and developing new team members, ensuring the team is equipped with the skills and resources needed to excel in this specialized field
• Values Champion: As a leader at Propelus, you are expected to be a role model for our values. You will not only embody these principles but actively cultivate them within your team, ensuring that every decision, action, and interaction reflects our commitment to being customer, culture, growth, and value champions

Preferred Qualifications

• Experience with SLED (State, Local, and Education) SaaS or Healthcare technology is highly preferred
• Ability to travel up to 50% of the time

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