Enterprise Customer Success Manager

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.

Overview |

The Enterprise Customer Success Manager (CSM) is responsible for managing strategic relationships with large, high-value enterprise customers. The CSM will work to ensure the long-term success, satisfaction, and growth of assigned accounts by driving product adoption, identifying upsell and cross-sell opportunities, and aligning the company’s offerings with the customer’s evolving business needs. Reporting to the Customer Success Team Manager, the Enterprise CSM will serve as the primary point of contact for executive stakeholders, ensuring that the customer derives maximum value from the company’s products and services throughout the lifecycle of the account.

Core Responsibilities |

This role includes but is not limited to:

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  Strategic Customer Relationship Management: Build and maintain strong relationships with key stakeholders at the executive and decision-making levels within large, complex enterprise accounts. Understand the customer’s business goals, challenges, and initiatives, and ensure alignment with the company’s offerings to drive long-term value.
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  Account Growth: Identify and drive opportunities for revenue growth within enterprise accounts through strategic upselling, cross-selling, and expansion. Work closely with the sales team to create account-specific growth plans and support the sales pipeline by providing insights and recommendations on potential business opportunities.
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  Tailored Success Planning & Execution: Develop and execute customized success plans for each enterprise customer, ensuring that they are fully leveraging the company’s solutions. Regularly monitor the customer’s progress, usage metrics, and business outcomes, and proactively address any challenges to improve satisfaction and retention.
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  Collaboration with Cross-Functional Teams: Collaborate closely with Sales, Product, and Support teams to ensure a seamless customer journey from onboarding to expansion. Provide actionable customer feedback to inform product development and help optimize the customer experience.
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  Customer Health & Risk Management: Monitor and assess customer health indicators (e.g., product adoption, usage, satisfaction, and ROI) for early identification of potential risks to account retention or growth. Proactively intervene to resolve any issues, escalate as necessary, and mitigate churn risk.
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  Customer Advocacy & Issue Resolution: Act as the customer advocate internally, ensuring their voice is heard in strategic discussions. Address and resolve complex customer issues, working with internal teams to deliver solutions that exceed customer expectations and maintain high satisfaction.
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  Performance Tracking & Reporting: Track, analyze, and report on key performance metrics, including customer success KPIs, revenue retention, and product adoption. Provide regular updates and strategic insights to senior management and key stakeholders to ensure alignment with business goals.
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  Product & Industry Expertise: Develop deep product expertise and a solid understanding of the customer’s industry, challenges, and competitive landscape. Educate customers on new product features and best practices, ensuring they maximize the value of their investment.

Qualifications & Expertise |

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  Bachelor's degree (or equivalent experience)
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  5+ years of experience in customer success, account management, or a related role, with a focus on managing enterprise or strategic accounts
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  Proven track record of managing large, complex accounts, with a strong emphasis on account growth, upselling, and cross-selling
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  Demonstrated ability to build and nurture relationships with C-level executives and senior stakeholders within enterprise organizations
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  Exceptional communication, negotiation, and presentation skills, with the ability to influence and align diverse stakeholders
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  Highly organized with strong project management and multitasking skills, capable of managing multiple large accounts simultaneously
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  Strong problem-solving abilities, with a solution-oriented mindset and the ability to navigate complex challenges
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  Proficiency in CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, ChurnZero)
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  Ability to work cross-functionally and collaborate effectively with teams such as Sales, Product, Marketing, and Support to drive customer success

Benefits and Perks for Propelus employees located in the US include but are not limited to:

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  Awarded one of BuiltIn's 2023 Best Place to Work and 7 years running by Outside Magazine!
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  Professional development allowance to help you grow in the ways that mean the most to you.
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  Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering and for becoming a new parent.
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  401K with company matching, as well as financial planning education and resources.
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  Employees choose from HSA, FSA and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
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  Wellness benefits - we’ll help you pay for fitness endeavors and organic produce delivery services.
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  Check us out for yourself at our careers page or our Propelus culture Instagram accounts.