Customer Success Manager - IMM

Propelus® simplifies workforce compliance management across healthcare. Our innovative technology and strategic partnerships empower millions of professionals, their employers, and regulators to work together, creating a connected and efficient healthcare ecosystem.

As a trusted leader for over 20 years, Propelus has focused on bringing more good into the lives of the people and organizations serving healthcare. We deliver seamless compliance solutions to millions. We leverage market-leading technology and essential data to simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce.

As a Customer Success Manager, you will be responsible for ensuring the success and satisfaction of a portfolio of our customers. You will proactively engage with customers, build strong relationships, and guide them through the onboarding process and beyond. You will identify opportunities for product adoption and expansion, contributing to customer retention and revenue growth. Working independently, you'll be responsible for managing your own accounts and contributing to team initiatives.

1. Manage a portfolio of assigned customers, serving as their primary point of contact and advocate.

2. Build and maintain strong, long-lasting relationships with key stakeholders across customer organizations.

3. Partner with Professional Services to onboard new customers and foster a smooth transition to ensure long-term success.

4. Collaborate with customers to create and execute shared success plans, aligning with their business goals to drive continuous value.

5. Proactively monitor customer health and leverage the CSP system to stay data-driven in our approach, utilizing playbooks to address potential risks, track customer interactions, and ensure timely follow-up.

6. Partner with internal teams, including Support and Product, to resolve customer challenges and ensure their needs are met.

7. Conduct regular touch points and business reviews to assess progress, discuss goals, and uncover opportunities for improvement.

8. Provide ongoing support and guidance to customers on product features, best practices, and strategies for maximizing value.

9. Identify upsell, cross-sell and expansion opportunities within existing accounts, fostering stronger relationships and driving additional value.

10. Create customer advocates through case studies, references, and testimonials, while ensuring timely renewals and long-term customer retention.

11. Contribute to the development and refinement of customer success best practices and processes to enhance team performance

Qualifications & Desired Skills:

1. Bachelor's degree in a related field (e.g., Business Administration, Marketing, Communications).

2. 2+ years of experience in a customer-facing role, preferably in the SaaS or technology industry.

3. Strong understanding of customer success principles and practices.

4. Excellent communication, interpersonal, and presentation skills.

5. Proven ability to build and maintain strong customer relationships.

6. Ability to work independently and manage multiple priorities in a fast-paced environment.

7. Proficiency in using CRM/CSP software (e.g., Salesforce, HubSpot).

8. Strong analytical and problem-solving skills.

9. Experience with compliance management software is a plus.

10. Certification in Customer Success Management is an advantage.

• 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.

We are an equal opportunity employer and value diversity at Propelus. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Candidates from all backgrounds are encouraged to apply.

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.