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:
Overview | The Customer Success Team Manager is responsible for the day-to-day management and operational success of a team of Customer Success Managers (CSMs). Reporting to the Senior Director of Customer Success, this role is focused on ensuring that the team meets performance goals, resolves client issues efficiently, and maintains high levels of customer satisfaction. The Customer Success Team Manager collaborates closely with the Operations Lead to optimize workflows and processes, ensuring alignment with broader company objectives.
Core Responsibilities | This role includes but is not limited to:
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Team Leadership: Directly manage a team of Customer Success Managers, providing ongoing coaching, setting expectations, and evaluating performance to ensure individual and team success. Implement strategies developed by senior leadership to meet client needs and uphold company standards.
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Operational Management: Oversee the day-to-day activities of the Customer Success team, ensuring that tasks are prioritized effectively and that client issues are resolved swiftly and satisfactorily. Ensure all team operations align with the strategic direction set by the Senior Director of Customer Success.
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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 Director when necessary.
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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.
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Collaboration with Operations: Partner closely with the Operations Lead to streamline processes, improve efficiency, and ensure that operational goals align with customer success objectives. Assist in the development and implementation of initiatives to enhance service delivery.
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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.
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Process Improvement: Continuously evaluate and refine team processes, tools, and technologies to improve operational efficiency. Work with the Operations Lead to ensure CRM and other systems are optimized for accurate data management and reporting.
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