Sr. Customer Success Manager - Healthcare

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 are seeking a high-impact Senior Customer Success Manager to own the strategic roadmap and growth trajectory for a portfolio of our most complex, high-value enterprise healthcare accounts. This is a role for a strategic partner who can navigate the nuances of hospital systems with 25,000+ employees and influence outcomes at the C-suite level.

You will act as the primary bridge between our customers' clinical and operational goals and our product’s evolution, ensuring that our solutions for credentialing and workforce compliance remains a vital part of their daily operations. You are a self-sufficient CSM who can identify growth opportunities, mitigate churn through predictive analysis, and mentor a growing team to elevate our collective Customer Success culture.

What You’ll Do

• 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.

What You’ll Bring

• 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 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