Customer Success Manager

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.

We're looking for a data-driven Associate Customer Success Manager to be the driving force behind product adoption, retention, and Value Realization for our SMB/Mid-Market B2B client portfolio. This is an autonomous role where you will manage 100+ accounts using digital and scaled outreach tactics. You will partner closely with our Implementation and Support teams to serve as a strategic advisor, leveraging your understanding of SaaS economics and the healthcare technology landscape to maximize client value.

What You'll Do

• Manage a high-volume portfolio of 100+ SMB accounts using digital and personalized outreach. Serve as a strategic advisor and customer advocate to ensure clients are fully utilizing the platform.

• Own Customer Onboarding and Education: Partner with our Professional Services team to guide new customers through an efficient and scalable onboarding process. Provide tailored education and proactive support to drive the adoption of new features.

• Proactive Relationship Management: Build and maintain strong relationships with a portfolio of customers, acting as a trusted advisor to ensure they are getting the most from our platform.

• Monitor Customer Health & Engagement: Monitor and analyze usage metrics, customer health scores, and key data points. Deploy strategic playbooks to identify opportunities for increased customer satisfaction and to minimize churn.

• Partner with Technical Support and Product to triage complex B2B issues, document technical risks, and provide direct Voice of Customer (VOC) feedback to inform the roadmap.

• Drive Revenue Growth: Guide customers through the renewal process and collaborate with our Sales team to identify and capitalize on additional revenue opportunities, including upsells, expansions, and cross-sells.

• Contribute to Team Success: Collaborate within the Customer Success team to exchange best practices, share insights, and contribute to the achievement of team-wide goals.

What You'll Bring

• 1-2 years of experience managing a B2B client portfolio (preferably SMB/Mid-Market accounts) within a SaaS or Health Tech organization.

• Proven proficiency with a Customer Success Platform (CSP) (e.g., Gainsight, ChurnZero) and CRM systems (e.g., Hubspot).

• A strong understanding of customer success principles, including churn reduction, retention strategies, and Value Realization.

• Technical aptitude and proven ability to quickly learn complex compliance management technology platforms.

• Exceptional communication and interpersonal skills, with the ability to build rapport and manage client relationships effectively.

Preferred Qualifications

• Direct experience or foundational knowledge of healthcare compliance (e.g., HIPAA), regulatory frameworks, or clinical workflows.

• Demonstrated experience managing B2B clients in the healthcare industry, preferably within hospitals or health systems.

• A Bachelor's degree or equivalent relevant experience.

• 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. This job is open to candidates authorized to work in the US and located within US borders.