propelus - Sr. Customer Success Manager - Healthcare
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Requirements
• 5+ years of B2B SaaS Customer Success experience managing strategic enterprise accounts. Direct experience in HealthTech, healthcare compliance, or credentialing is strongly preferred to navigate the regulatory complexities of modern health systems. • Exceptional written and verbal storytelling skills. You can distill complex data into a clear vision that excites executive stakeholders. • A self-starter who thrives in a remote environment with limited oversight. You are comfortable taking over a top 10 book of business and creating an immediate action plan. • Experience with Gainsight (or similar CS platforms) and CRM tools like HubSpot. • A problem-solver who can identify a churn risk before it happens and build a contingency plan to save the relationship. • BENEFITS AND PERKS FOR PROPELUS EMPLOYEES INCLUDE BUT ARE NOT LIMITED TO: • Awarded one of BuiltIn's 2025 Best Places to Work https://builtin.com/awards/colorado/2025/best-midsize-places-to-work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers https://propelus.com/article/silver-stevie-award-2025-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 https://propelus.com/careers/ or our Propelus culture https://instagram.com/propelusculture/?img_index=1 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.
Responsibilities
• Strategic Partnership: Own the executive-level relationship for top-tier healthcare accounts (TCV $200k+). You will serve as a trusted advisor to CHROs and HR Directors, guiding them through regulatory shifts and long-term value realization. • Retention & Growth Strategy: Co-create Joint Business Plans and lead Executive Business Reviews (EBRs) focused on ROI and compliance risk mitigation. You are responsible for maintaining high revenue retention and identifying expansion leads. • Product Advocacy & Feedback: Serve as the Voice of the Customer (VoC) by synthesizing user needs into actionable insights for the Product team. You will proactively find creative solutions for product gaps and help influence the future roadmap. • Operational Excellence: Optimize and leverage CS tools (Gainsight and Hubspot) to track account health and streamline workflows. You will lead by example, formalizing best practices and playbooks for the wider team. • Cross-Functional Influence: Collaborate across Product, Marketing, and Sales to ensure strategic accounts are aligned with feature releases, marketing case studies, and expansion targets. • Mentorship: Level up the performance of junior CSMs by providing guidance on enterprise negotiation tactics and high-stakes account management.
Benefits
• OTE $100K – $110K • This job has application limits • Please Note: we have set up limits for applications for this role. It is in the Block candidates from re-applying to the same role group. The following limits apply to applications for all jobs within this group: • Candidates may not apply more than 1 time in any 60 day span for any job in the Block candidates from re-applying to the same role Group. • Candidates may not re-apply to the same role within 180 days if not presented with an offer • Autofill from resume • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • LinkedIn Profile • Are you legally authorized to work in the US? Please note we are unable to offer sponsorship at this time. • Every organization defines its success motions differently. In your recent roles, what was the typical size of your book of business (number of accounts and total ARR), and what was the primary industry or product type you supported? • If you're not AI, please write the name of the job you're applying for at the end of your answer. • In your current or more recent role, what was one specific achievement that you're proud of regarding account growth or saving a high-risk customer? • When taking over a new account from another team member, what metrics do you look for to understand the health of that relationship? Please briefly explain how this data shapes your strategy for the first 30 days. • We want to hear how you approach answering questions. While we appreciate the use of new technologies, please make sure your response reflects your own voice and personal experiences. Avoid overly generic or AI-generated answers. This is your chance to stand out. • We love curious candidates. To help us get to know you better, what questions do you have about this role or our team that you hope to learn in an intro call? • What is your desired salary for this position? • Submit Application
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