Manager, Customer Success

About Propelus

Propelus builds technology that makes healthcare workforce compliance easier to manage. Through its platform and partnerships, the company helps millions of professionals, employers, and regulators stay connected, streamline compliance work, and support a safer and more efficient healthcare environment. With more than 20 years in the space, Propelus focuses on reducing operational complexity and risk while improving outcomes for the people and organizations that support healthcare.

Role overview

The Customer Success Team Manager leads a group of Customer Success Managers at a strategic level. This role is responsible for guiding department-wide initiatives, improving customer satisfaction, lowering churn, and uncovering opportunities for account growth. Reporting to the Senior Director of Customer Success, the position calls for strong leadership, analytical thinking, and a solid command of customer success practices in a technology setting. The manager will oversee CSMs handling high-value accounts, work closely with cross-functional partners, and help improve how the team allocates resources and evolves its processes.

What you'll do

• Coach, mentor, and develop Customer Success team members through training, feedback, and ongoing performance support.
• Assist CSMs with complex renewals, expansions, and upsell opportunities while coordinating with Sales and other internal teams to strengthen retention and growth.
• Create and roll out customer success approaches that improve satisfaction, retention, and net revenue retention by using data to spot opportunities.
• Review customer health signals and performance data to reduce churn risk and identify areas where products or services can be improved.
• Work with Operations to design and validate new workflows for different customer groups, improving efficiency and operational flow.
• Coordinate with leaders in Sales, Product, and Marketing on growth plans and other shared initiatives.
• Share team results and customer insights with director-level leadership and recommend actions for ongoing improvement.
• Help build and continuously refine playbooks, best practices, and training resources for the customer success function.
• Manage team capacity, workload balance, and resource planning to keep the team operating effectively.

What we're looking for

The ideal candidate brings a bachelor's degree in a relevant field and several years of experience in customer success, account management, or a similar role, ideally within SaaS. Prior people leadership experience is important, along with a history of improving retention, growth, and advocacy. Strong communication, presentation, and relationship-building skills are essential, as is the ability to analyze data, solve problems, and work effectively in a fast-moving environment. Familiarity with customer success software and CRM tools is also needed.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related discipline.
• At least 5 years of experience in customer success, account management, or a comparable role, preferably in SaaS.
• Minimum 2 years of experience managing and leading customer success professionals.
• Demonstrated success in improving retention, expansion, and customer advocacy.
• Strong grasp of customer success methods, frameworks, and industry best practices.
• Excellent verbal, written, interpersonal, and presentation abilities.
• Analytical mindset with strong problem-solving and data interpretation skills.
• Experience using customer success platforms such as Gainsight or Planhat and CRM tools such as HubSpot.
• Ability to thrive in a fast-paced, changing environment.
• Strong leadership presence with the ability to motivate and inspire a team.

Benefits and perks

• Recognition as one of Built In's 2025 Best Places to Work and a Silver Stevie Award recipient in the 2025 Stevie Awards for Great Employers.
• Professional development support to help you grow in the areas that matter most to you.
• Flexible work approach with generous paid time off, including leave for volunteering, birthdays, and becoming a new parent.
• 401(k) plan with company match, plus access to financial planning education and resources for US employees.
• Medical, dental, and vision coverage options through HSA, FSA, and traditional insurance plans for employees and dependents in the US.
• Annual Lifestyle Spending Account for expenses such as gym memberships, meditation apps, remote-work equipment, or fresh produce delivery.
• For LATAM employees, 100% company-paid health insurance with national and international coverage.
• For LATAM employees, access to Propelus Flex Club with monthly points and exclusive discounts.
• For LATAM employees, company-paid life insurance with discounted beneficiary coverage options.

Additional information

Propelus is an equal opportunity employer and welcomes candidates from all backgrounds. Hiring decisions are made without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Full-time roles are scheduled for 40 hours per week, Monday through Friday, unless project needs require otherwise. Part-time roles are limited to a maximum of 30 hours per week. Equipment, benefits, and perks are not provided to part-time or temporary employees.

Compensation: $110,000 to $130,000 annually.

Work location: Boulder, Colorado.