PerfectServe - Manager of Customer Success - US Remote
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Requirements
• 4+ years in Customer Success, Account Management, or a related SaaS leadership role. • 2+ years of people management experience with a focus on coaching, mentoring, and team development. • Proven track record of driving customer retention, adoption, and revenue growth. • Strong technical acumen and troubleshooting skills, with the ability to translate complex concepts into customer value. • Exceptional verbal, written, and presentation skills, with experience engaging executive stakeholders. • Demonstrated success in leading process improvements in dynamic, cross-functional environments. • Familiarity with clinical workflows, healthcare communication, or LEAN methodologies. • Ability to travel up to 25%. • MBA, MSN, or equivalent advanced degree. • Experience supporting multiple SaaS product lines and diverse customer segments. • Proficiency with Salesforce, Atlassian (Confluence & Jira), and customer support platforms (e.g., Zendesk). • Why Join PerfectServe?At PerfectServe, we are transforming healthcare communication and collaboration to help clinicians deliver better care. You’ll work with a dedicated and mission-driven team in an environment that values growth, transparency, and innovation.**Please do not use AI tools to generate your application materials. We value authentic, personal communication and want to understand your unique voice and perspective.**We offer a salary range of $90,000-110,000 per year, with compensation tailored to your background, strengths, and potential to grow within the team.The salary range listed for this role reflects our commitment to pay transparency and is based on market data, internal equity, and the scope of responsibilities. compensation will be determined by a combination of factors, including the candidate’s experience, skills, and the specific team or product area they support.We regularly review compensation across the company to ensure fairness and consistency. If you are a current employee and have questions about how your compensation aligns with our ranges, we encourage you to speak with your manager or People Operations.
Responsibilities
• Lead, coach, and develop a blended team of Customer Success Advisors (CSAs) and Technical Leads (TLs), ensuring strong execution across customer engagement, technical troubleshooting, and adoption workflows. • Drive measurable outcomes in customer adoption, value realization, renewal readiness, and overall account health across your assigned customer segment. • Serve as the Customer Success product SME for your aligned PerfectServe solutions—participating in bug reviews, enhancement discussions, CAB/change-management meetings, product initiative development, and release readiness activities. • Engage directly with a select portfolio of customers to model best-in-class relationship management, run strategic business reviews, and support executive-level conversations. • Guide technical operations by overseeing Jira ticket trends, configuration needs, integration requirements, and escalation paths in partnership with Engineering and Support. • Ensure operational excellence through strong forecasting, health score monitoring, playbook adoption, and team-level performance metrics. • Lead customer communications for product releases, roadmap updates, change notifications, and service incidents—ensuring clarity, timeliness, and a customer-centric approach. • Participate in the CS leader on-call rotation to manage high-impact incidents, coordinate Rootly updates, and ensure IR/RCA communications meet internal and customer expectations. • Partner cross-functionally with Sales, Support, Product, Engineering, and Professional Services to ensure customers receive a cohesive, high-quality experience throughout their lifecycle. • Champion continuous improvement by identifying opportunities to streamline processes, strengthen team workflows, and elevate the overall customer experience.
Benefits
• At PerfectServe, we are transforming healthcare communication and collaboration to help clinicians deliver better care. You’ll work with a dedicated and mission-driven team in an environment that values growth, transparency, and innovation.We offer a salary range of $90,000-110,000 USD per year, with compensation tailored to your background, strengths, and potential to grow within the team. The salary range listed for this role reflects our commitment to pay transparency and is based on market data, internal equity, and the scope of responsibilities. compensation will be determined by a combination of factors, including the candidate’s experience, skills, and the specific team or product area they support. We regularly review compensation across the company to ensure fairness and consistency. If you are a current employee and have questions about how your compensation aligns with our ranges, we encourage you to speak with your manager or People Operations. • $90,000-110,000 USD • Remote first work environment • Health, Dental, Vision, Life and Disability Insurance options available day one. • 401K - with match and immediately vested. • 17 company holidays, 2 floating holidays plus competitive paid time off policy • Internal Advancement Opportunities • PerfectServe offers unified healthcare communication solutions to help physicians, nurses, and care team members provide exceptional patient care. PerfectServe’s cloud-based solutions enhance patient safety and reduce provider burnout by automating workflows, speeding time to treatment, optimizing shift schedules, empowering nurse mobility, and engaging patients in their own care.
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