Manager, Customer Success

About the role

We are looking for a Customer Success Leader to manage our team of SMB Customer Success Managers. This role is critical for ensuring our thousands of SMB facilities recognize the value of the Medely platform through high-scale, high-impact engagement. Compensation: $144,000 - $160,000 OTE (base + commission at plan).

Responsibilities

• Why This Role Exists
• This role will play a key part in evolving our Customer Success approach to better support a growing and diverse SMB customer base. Additionally, you will develop retention and expansion playbooks, proactively guiding team strategy based on data, customer insights, and market trends.
• Reporting to the Senior Director of Customer Success, you'll have a significant opportunity for long-term career growth within Medely.
• This position may require occasional travel, both local and overnight, to meet with clients and with members of the medical community, to establish relationships with clients and to promote Medely.
• The Impact You'll Make
• Drive Gross Retention Rate (GRR) and churn mitigation by managing the overall Portfolio Health for the team's entire book of business.
• Design and implement highly-automated, scalable programs and processes to improve retention, expansion, and customer engagement for a high-volume segment
• Build and coach commercial expertise across the team, including value-based selling, negotiation, navigating legal/procurement hurdles, and using data in customer interactions
• Forecast team bandwidth and headcount (Capacity Planning) based on evolving SMB customer segments and high-volume revenue targets.
• Analyze churn data, market trends, customer interactions, and customer health scores to predict future trends and proactively adjust team strategy.
• Onboard and train new hires as well as maintain a high level of performance for individuals across the team.
• Act as the internal "voice of the customer," providing aggregate qualitative and quantitative feedback and suggestions to the Product team.
• Identify "At-Risk" patterns across the customer segment and deploy targeted mitigation strategies to save accounts.
• Serve as the primary escalation point for cross-functional friction (e.g., poor handoffs) and negotiate new Service Level Agreements (SLAs) as needed.
• Maintain expert knowledge of the Medely product, the healthcare staffing industry, competitive landscape, market happenings, and trends.
• Build and maintain honest, genuine rapport with team, cross-functional colleagues, and key stakeholders.

Requirements

• A minimum of 3+ years of people management experience in Customer Success or Account Management, ideally within a high-volume or SMB environment
• Proven experience owning or influencing retention, churn, or expansion metrics
• Strong ability to coach and develop team members in both customer engagement and commercial skills
• Comfortable operating in a data-driven environment, using insights to inform strategy and decision-making
• Bachelor's degree or equivalent in relevant account management or customer success experience; preferably in healthcare tech, software, or EMR space
• Adept at establishing and maintaining trusting relationships with direct reports, lateral colleagues, and stakeholders
• Collaborative leader who supports their team while holding a high bar for performance and accountability
• Share our mindset that problems are opportunities for teachable moments.
• Strong technical skills, including Salesforce.com , Slack, Gong, Tableau, various AI tools, and Google Suite
• Why Medely: Benefits & Perks
• Competitive Compensation: Based on experience and performance
• Long-term Ince

Benefits

Additional Information

The Company Medely is a high-growth series-C technology start-up reimagining the future of healthcare work by providing an on-demand marketplace and workforce management tools. With the support of top-tier investors, Medely has quickly become a go-to platform for healthcare professionals to instantly access high-paying jobs with the freedom and flexibility to work when and where they want. As a fully remote team of sharp, collaborative, and entrepreneurial individuals, we are dedicated to redefining the way healthcare workers and facilities work together to provide for patients. We are looking for passionate and skilled professionals to join our team and help us take on tough challenges in this fast-expanding healthcare industry segment. Join us in our mission to transform the healthcare staffing industry and improve patient lives!

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