Job Summary:The Customer Success Team Manager operates at a strategic level, overseeing a team of CSMs and driving the execution of department-wide initiatives. The Manager develops and implements strategies to improve customer satisfaction, reduce churn, and identify opportunities for expansion. Reporting to the Sr. Director of Customer Success, this position requires strong leadership, analytical skills, and a deep understanding of customer success best practices within the technology industry, while implementing effective processes. This role involves managing CSMs that own high-value accounts and collaborating with cross-functional teams to align customer success strategies with broader business objectives. The Team Manager also plays a critical role in resource allocation and process innovation.
Key Responsibilities include, but are not limited to:- Lead, mentor, and develop a team of Customer Success Professionals, providing coaching, training, and performance feedback to ensure high levels of performance and professional growth.
- Support CSMs in executing complex contract renewals, expansions and upsells, collaborating with Sales and other teams as necessary to drive retention and growth.
- Develop and implement customer success strategies to improve satisfaction, retention, and expansion (NRR), leveraging data to identify opportunities for improvement.
- Analyze customer health trends and data to proactively mitigate churn risks and identify opportunities for product and service improvements.
- Partner with Operations to design and test new workflows for customer segments, optimizing processes and enhancing efficiency.
- Align with Sales, Product, and Marketing leadership on account growth strategies and cross-functional initiatives.
- Present team performance and customer insights to Director-level leadership, offering strategic recommendations for continuous improvement.
- Contribute to the creation and continuous improvement of customer success playbooks, best practices, and training materials.
- Manage team resources effectively, ensuring optimal workload distribution, capacity planning, and utilization.
Qualifications & Desired Skills:- Bachelor's degree in Business Administration, Marketing, or a related field.
- 5+ years of experience in customer success, account management, or a similar role, preferably in a SaaS environment.
- 2+ years of experience leading and managing a team of customer success professionals.
- Proven track record of driving customer retention, growth, and advocacy.
- Strong understanding of customer success principles, methodologies, and best practices.
- Excellent communication, interpersonal, and presentation skills.
- Analytical and problem-solving skills, with the ability to interpret data and insights.
- Proficiency in using customer success platforms (e.g., Gainsight, Planhat) and CRM systems (e.g., Hubspot).
- Ability to work effectively in a fast-paced, dynamic environment.
- Strong leadership skills, with the ability to motivate and inspire a team.
Benefits and Perks for Propelus employees include but are not limited to:- Awarded one of BuiltIn's 2025 Best Places to Work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For 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.
- Check us out for yourself at our careers page or our Propelus culture Instagram accounts.
For US Employees:- 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.
For LATAM Employees:- 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.
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 or temporary employees.
