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.

As a Customer Success Manager (CSM) for Immuware, you will own the strategic relationships for our enterprise occupational health and compliance accounts. You are responsible for ensuring that healthcare systems and complex organizations maximize the value of Immuware. Your goal is to drive long-term retention and growth by aligning our technology with the customer's clinical and compliance needs. Reporting to the Customer Success Team Manager, you will serve as the primary advisor to executive stakeholders, ensuring our platform becomes an essential part of their daily operations.

What You'll Do

• Strategic Relationship Management: Build deep partnerships with C-level and clinical stakeholders. You will act as a consultant to ensure Immuware supports their specific organizational health and compliance goals.

• Commercial Growth & Retention: Identify opportunities for account expansion, upselling, and cross-selling. You will partner with Sales to create growth plans that increase Net Revenue Retention (NRR).

• Success Planning & Health Monitoring: Develop customized success plans and monitor health indicators like product adoption and ROI. You will proactively intervene at the first sign of churn risk or declining usage.

• Cross-Functional Advocacy: Act as the "Voice of the Customer" for the Immuware product team. You will translate client feedback into actionable insights to help shape our product roadmap.

• Issue Resolution & Risk Mitigation: Manage complex customer challenges by coordinating with Support and Engineering. You will lead the strategy to resolve high-stakes issues while maintaining high satisfaction levels.

• Product Expertise: Become an expert in the Immuware platform and the broader occupational health landscape, educating customers on best practices and new feature releases.

What You'll Bring

• 3+ years in Customer Success or Account Management, specifically managing large, complex enterprise accounts (Experience in Healthcare SaaS or Compliance Technology is a major plus).

• Proven ability to influence and align C-level executives and senior organizational leaders.

• A track record of driving revenue through renewals and expansion opportunities.

• Exceptional negotiation and presentation skills, with the ability to explain complex technical or compliance concepts simply.

• Proficiency with CRM platforms (Hubspot) and Customer Success tools (Gainsight, ChurnZero, or similar).

• Bachelor’s degree or equivalent practical experience.

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.

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 an