Customer Success Manager

Job Summary

Leading a team of Customer Success Managers, the remote Manager, Customer Success (Mid-Market) will drive customer satisfaction, retention, and expansion by providing coaching, developing strategies, and fostering strong customer relationships.

Key responsibilities

• Provide leadership and coaching to a team of Customer Success Managers, ensuring professional growth and goal achievement
• Act as an executive sponsor for key accounts, enhancing customer relationships and serving as a point of escalation
• Oversee the renewal process and achieve net revenue retention targets through effective team performance and upsell strategies

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 track record in managing renewal and upsell strategies, with a focus on reducing churn and achieving retention goals
• Proficiency in Salesforce or other CRM systems for data tracking and decision-making
• Experience working in a mission-driven environment, particularly within the human services sector
• Familiarity with Electronic Health Record software is a plus