Customer Success Manager

Job Summary

Leading a team of Customer Success Managers, the full-time Manager, Customer Success (Scaled & Digital) will develop and execute digital engagement strategies while overseeing customer health and retention initiatives in a remote environment.

Key responsibilities

• Provide leadership, coaching, and professional development to the Customer Success team, ensuring accountability for customer outcomes
• Develop and implement scalable digital engagement programs, including office hours and targeted communications, to enhance customer satisfaction and retention
• Track and measure the effectiveness of programs and collaborate with cross-functional teams to align customer success initiatives with organizational goals

Required qualifications

• At least 5 years of experience in customer success or a related field, with a minimum of 3 years in a leadership role
• Proven experience in building digital or scaled customer success programs and managing renewal and expansion strategies
• Strong presentation, facilitation, and writing skills for effective customer communications
• Proficiency with Salesforce, Hubspot, or similar CRM and customer success tools
• Familiarity with Electronic Health Record software and the human services sector is a plus