Our on-demand healthcare staffing platform provides the easiest way to book per diem jobs and multi-week assignments.
Customer Success Manager
Location
United States
Posted
47 days ago
Salary
$144K - $160K / year
Seniority
Senior
Job Description
Customer Success Manager
Medely
• Drive Gross Retention Rate (GRR) and churn mitigation by managing the overall Portfolio Health for the team's entire book of business. • Design and implement scalable programs and processes to improve retention, expansion, and customer engagement • Build and coach commercial expertise across the team, including value-based selling, negotiation, navigating legal/procurement hurdles, and using data in customer interactions • Forecast team bandwidth and headcount (Capacity Planning) based on evolving customer segments and revenue targets. • Analyze churn data, market trends, customer interactions, and customer health scores to predict future trends and proactively adjust team strategy. • Onboard and train new hires as well as maintain a high level of performance for individuals across the team. • Act as the internal "voice of the customer," providing aggregate qualitative and quantitative feedback and suggestions to the Product team. • Identify "At-Risk" patterns across the customer segment and deploy targeted mitigation strategies to save accounts. • Serve as the primary escalation point for cross-functional friction (e.g., poor handoffs) and negotiate new Service Level Agreements (SLAs) as needed. • Maintain expert knowledge of the Medely product, the healthcare staffing industry, competitive landscape, market happenings, and trends. • Build and maintain honest, genuine rapport with team, cross-functional colleagues, and key stakeholders.
Job Requirements
- A minimum of 3+ years of people management experience in Customer Success or Account Management, ideally within a high-volume or SMB environment
- Proven experience owning or influencing retention, churn, or expansion metrics
- Strong ability to coach and develop team members in both customer engagement and commercial skills
- Comfortable operating in a data-driven environment, using insights to inform strategy and decision-making
- Adept at establishing and maintaining trusting relationships with direct reports, lateral colleagues, and stakeholders
- Collaborative leader who supports their team while holding a high bar for performance and accountability
- Share our mindset that problems are opportunities for teachable moments.
- Strong technical skills, including Salesforce.com, Slack, Gong, Tableau, various AI tools, and Google Suite
Benefits
- Competitive Compensation: Based on experience and performance
- Long-term Incentives: 401k
- Healthcare Benefits: Full suite of benefits including medical, dental, and vision insurance
- Flexibility: We believe that work/life balance is important, so we offer flexible and unlimited PTO
- Paid parental leave
- Purpose: Join a growing mission-oriented startup that is modernizing the healthcare industry nationally!
- Ownership: Drive meaningful business impact on a team you’ll help build and define!
- Remote: Work in a digital environment with all the tools to achieve your work as though you were in the office!
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