Senior Customer Success Manager (Strategic Accounts)

• We are looking for a Senior Manager of Customer Success to lead our Strategic and Growth teams
• You will empower a team of Customer Success Managers to build proactive, value-driven partnerships with post-acute and outpatient facilities - strengthening retention, identifying expansion opportunities, and delivering measurable customer outcomes
• Reporting to the Senior Director of Customer Success, you will lead a team of Strategic and Growth CSMs responsible for managing small- and medium-sized books of business
• You will refine the team’s retention and expansion strategy, develop repeatable playbooks, and use customer insights, performance data, and market trends to guide priorities
• You will also coach and develop CSMs, translate broader company strategy into clear team execution, and help strengthen Medely’s presence within the healthcare community
• Drive Gross Retention Rate (GRR) and mitigate churn by proactively managing portfolio health across the team’s entire book of business
• Design and execute strategic account plans and motions to drive retention, expansion, and customer engagement across a high-volume segment
• Coach and build critical thinking across the team, emphasizing value-based selling, strategic negotiation, executive presentation, and data-driven customer interactions
• Lead capacity planning and bandwidth forecasting to align team headcount with evolving customer segments and aggressive revenue targets
• Analyze churn indicators, health scores, and market data to predict emerging trends and proactively adjust team tactics
• Onboard, train, and mentor new team members while cultivating a high-performance, accountable team culture
• Champion the “voice of the customer” internally, providing structured qualitative and quantitative insights to Product and Leadership teams
• Identify risk patterns across the customer lifecycle and deploy rapid risk-mitigation strategies to safeguard vulnerable accounts
• Serve as the primary escalation point for customers and cross-functional alignment issues
• Maintain subject matter expertise on Medely’s product offerings, healthcare staffing dynamics, competitive intelligence, and broader industry trends
• Build strong, collaborative relationships across teams, cross-functional partners, and executive stakeholders

Benefits

• Long-term Incentives: 401k
• Healthcare Benefits: Full suite of benefits including medical, dental, and vision insurance
• Purpose: Join a growing mission-oriented startup that is modernizing the healthcare industry nationally!
• Flexibility: We believe that work/life balance is important, so we offer twenty days of Paid Time Off and eleven paid holidays
• Ownership: Drive meaningful business impact on a team you’ll help build and define!
• Remote: Work in a digital environment with all the tools to achieve your work as though you were in the office!
• Paid parental leave

• You are a strong people leader who coaches CSMs to become trusted strategic partners and confident commercial operators - balancing empathy and support with clear expectations, direct feedback, and accountability
• You bring 4+ years of people-management experience in Customer Success or Account Management, ideally leading teams in a high-volume or SMB environment
• Bachelor’s degree or bring equivalent practical experience
• You are comfortable with tools such as Salesforce, Gong, Tableau, AI productivity tools, and Google Workspace
• You have a measurable track record of improving retention, reducing churn, and driving revenue expansion
• You use data to identify performance gaps, set priorities, and turn customer and operational insights into action
• You know how to scale Customer Success without reducing it to reactive support or routine check-ins; experience in healthcare technology, SaaS, workforce marketplaces, or EMR ecosystems is a plus
• You can move comfortably between strategy and execution - setting the direction, building the playbook, and helping your team apply it in real customer conversations
• You have led Customer Success teams through meaningful growth or change while maintaining strong customer relationships and a high performance bar