[Remote] Customer Success Manager - IMM
Note: The job is a remote job and is open to candidates in USA. Propelus simplifies workforce compliance management across healthcare, empowering professionals, employers, and regulators to work together. As a Customer Success Manager, you will ensure customer satisfaction and success by managing a portfolio of clients, building strong relationships, and identifying opportunities for product adoption and expansion.
Responsibilities
- Manage a portfolio of assigned customers, serving as their primary point of contact and advocate
- Build and maintain strong, long-lasting relationships with key stakeholders across customer organizations
- Partner with Professional Services to onboard new customers and foster a smooth transition to ensure long-term success
- Collaborate with customers to create and execute shared success plans, aligning with their business goals to drive continuous value
- Proactively monitor customer health and leverage the CSP system to stay data-driven in our approach, utilizing playbooks to address potential risks, track customer interactions, and ensure timely follow-up
- Partner with internal teams, including Support and Product, to resolve customer challenges and ensure their needs are met
- Conduct regular touch points and business reviews to assess progress, discuss goals, and uncover opportunities for improvement
- Provide ongoing support and guidance to customers on product features, best practices, and strategies for maximizing value
- Identify upsell, cross-sell and expansion opportunities within existing accounts, fostering stronger relationships and driving additional value
- Create customer advocates through case studies, references, and testimonials, while ensuring timely renewals and long-term customer retention
- Contribute to the development and refinement of customer success best practices and processes to enhance team performance
Skills
- Experience in customer success or account management roles
- Strong interpersonal skills and ability to build relationships with stakeholders
- Ability to manage multiple accounts and prioritize tasks effectively
- Proficiency in using customer success platforms and data-driven approaches
- Excellent communication skills, both verbal and written
- Ability to identify upsell and cross-sell opportunities
- Experience in conducting business reviews and assessing customer progress
- Strong problem-solving skills and ability to collaborate with internal teams
- Experience in creating success plans aligned with customer goals
- Ability to provide ongoing support and guidance on product features
- Experience in the healthcare industry
- Familiarity with compliance management solutions
- Knowledge of customer success best practices
- Experience with case studies and customer advocacy programs
Benefits
- Awarded one of [BuiltIn's 2025 Best Places to Work](https://builtin.com/awards/colorado/2025/best-midsize-places-to-work) and honored as a [Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers](https://propelus.com/article/silver-stevie-award-2025-great-employers/).
- 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, your birthday, and becoming a new parent.
- 401K with company matching, as well as financial planning education and resources.
- Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
- Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door.
- Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are.
- Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team.
- We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.
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