Client Success Lead

Propelus delivers trusted and accurate healthcare compliance solutions, ensuring workforce requirements are met, fostering safety and supporting communities through seamless connectivity between professionals, employers, regulators, agencies, and associations.
We ensure our nation's healthcare workforce is healthy, safe, and compliant to work. Learn why Propelus is trusted by 5+ million professionals:

https://propelus.com/.

Overview | The Client Success Lead is responsible for the day-to-day management and operational success of a team of Client Success Managers (CSMs). Reporting to the General Manager, Government Excellence, this role is focused on ensuring that the team meets performance goals, maintains high levels of customer satisfaction, and effectively contributes to shared success of Propelus and its customers. The Client Success Team Lead collaborates closely with the Senior Director of External Affairs and Government Relations to elevate our efforts to foster increased adoption rates nationwide.

Core Responsibilities | This role includes, but is not limited to:

• Team Leadership: Directly manage a team of Client Success Managers, providing ongoing coaching, setting expectations, and evaluating performance to ensure individual and team success. Implement strategies to meet client needs and uphold company standards.

• Strategic Customer Management: Directly manage a small number of strategic customers.

• Operational Management: Oversee the day-to-day activities of the Client Success team, ensuring that tasks are prioritized effectively and that client issues are resolved swiftly and satisfactorily.

• Customer Escalation: Serve as the primary point of escalation for complex or high-priority client issues within the team. Ensure issues are resolved promptly and communicate critical issues to the General Manager when appropriate.

• Performance Monitoring: Track and report on key performance indicators (KPIs) for the team, providing regular updates. Use data to identify areas for improvement and implement changes to enhance team performance.

• Collaboration: Partner closely with sales, external affairs, product, and marketing to maximize our impact for our customers.

• Team Development: Recruit, mentor, and develop Customer Success Managers, focusing on skill enhancement and professional growth. Ensure the team is equipped with the necessary training and resources to excel in their roles.

• Process Improvement: Continuously evaluate and refine team processes, tools, and technologies to improve operational efficiency. Ensure the CRM and other systems are optimized for accurate data management and reporting.

Qualifications & Expertise |

• Bachelor's degree or equivalent relevant experience preferred.

• 5+ years of experience in customer success, account management, or related roles, with at least 3 years in a team management capacity.

• Proven ability to manage and motivate a team, driving high performance and customer satisfaction.

• Strong collaboration skills, particularly in working with cross-functional teams and operational partners.

• Exceptional communication skills, with experience managing client relationships and resolving complex issues.

• Highly organized and detail-oriented, with strong problem-solving and decision-making abilities.

• Proficiency with CRM platforms and customer success software.

• Travel up to 10% of time may be required

• Experience in Healthcare and/or SLED SaaS is preferred.

• Awarded one of BuiltIn's 2023 Best Place to Work and 7 years running by Outside Magazine!

• 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.

• Check us out for yourself at our careers page or our Propelus culture Instagram accounts.

We are an equal opportunity employer and value diversity at Propelus. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Candidates from all backgrounds are encouraged to apply.

Full-time positions are scheduled to work 40 hours per week, M-F unless required otherwise by projects. Part-time positions are scheduled to work a maximum of 30 hours per week. Equipment, benefits, and perks are not provided to part-time employees. This job is open to candidates authorized to work in the US and located within US borders.