Client Success Lead, Regulatory

Position Overview

• Location Type: Remote
• Job Type: FullTime
• Salary: $100K - $125K

Propelus delivers trusted and accurate healthcare compliance solutions, ensuring workforce requirements are met, fostering safety and supporting communities through seamless connectivity between professionals, employers, regulators, agencies, and associations. We ensure our nation's healthcare workforce is healthy, safe, and compliant to work. Learn why Propelus is trusted by 5+ million professionals: https://propelus.com/

This role is responsible for the day-to-day management and operational success of a team of Client Success Managers (CSMs). Reporting to the General Manager, Government Excellence, this role is focused on ensuring that the team meets performance goals, maintains high levels of customer satisfaction, and effectively contributes to shared success of Propelus and its customers. The Client Success Team Lead collaborates closely with the Senior Director of External Affairs and Government Relations to elevate our efforts to foster increased adoption rates nationwide.

Core Responsibilities

• Team Leadership: Directly manage a team of Client Success Managers, providing ongoing coaching, setting expectations, and evaluating performance to ensure individual and team success. Implement strategies to meet client needs and uphold company standards.
• Strategic Customer Management: Directly manage a small number of strategic customers.
• Operational Management: Oversee the day-to-day activities of the Client Success team, ensuring that tasks are prioritized effectively and that client issues are resolved swiftly and satisfactorily.
• Customer Escalation: Serve as the primary point of escalation for complex or high-priority client issues within the team. Ensure issues are resolved promptly and communicate critical issues to the General Manager when appropriate.
• Performance Monitoring: Track and report on key performance indicators (KPIs) for the team, providing regular updates. Use data to identify areas for improvement and implement changes to enhance team performance.
• Collaboration: Partner closely with sales, external affairs, product, and marketing to maximize our impact for our customers.
• Team Development: Recruit, mentor, and develop Customer Success Managers, focusing on skill enhancement and professional growth. Ensure the team is equipped with the necessary training and resources to excel in their roles.
• Process Improvement: Continuously evaluate and refine team processes, tools, and technologies to improve operational efficiency. Ensure the CRM and other systems are optimized for accurate data management and reporting.

Qualifications & Expertise

• Bachelor’s degree or equivalent relevant experience preferred.
• 5+ years of experience in customer success, account management, or related roles, with at least 3 years in a team management capacity.
• Proven ability to manage and motivate a team, driving high performance.

Application Instructions

• (Information not provided in the job description)