Director of Customer Success (Government)

About Propelus

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.

Role Overview

We are seeking a dynamic and experienced leader to join our team as the Director of Customer Success for Government Excellence. This is a transformational role, responsible for professionalizing and leading a team of Customer Success Managers (CSMs) who partner with government regulatory boards, regulators, departments of health, state agencies, and associations. Your mission will be to build a world-class customer success function that ensures the continued success and growth of our Government Excellence and CE Broker solutions.

You will be instrumental in evolving our customer success strategy, driving operational excellence, and fostering a team that is not only highly effective but also deeply skilled in navigating the unique landscape of government entities. This role reports to the General Manager of Government Excellence. It requires a leader who can think strategically, act with a bias for action, and collaborate effectively with our leadership team, including External Affairs and Government Relations, to drive nationwide adoption and impact.

Responsibilities

• Lead a High-Performing Team: Directly manage, mentor, and coach a team of CSMs. Set clear expectations, drive accountability, and foster a culture of continuous improvement, professional development, and success.
• Operationalize for Excellence: Oversee the day-to-day operations of the team, implementing and refining processes, tools, playbooks, etc.
• Drive Strategic Customer Engagement: Directly partner with Customer Success Managers on the most strategic and complex government accounts. Serve as a key escalation point, providing expert guidance and ensuring high-level satisfaction and partnership.
• Measure and Optimize Performance: Define and monitor key performance indicators (KPIs) for the team, leveraging data to identify opportunities for improvement and implement strategic changes to elevate team performance.
• Partner for Growth: Collaborate closely with External Affairs & Government Relations, Sales, Product, Customer Support, Marketing, Operations, and Finance to amplify our impact. Work together to identify and pursue opportunities for increased adoption and expand our footprint across government markets.
• Recruit and Develop Top Talent: Play a critical role in recruiting, onboarding, and developing new team members, ensuring the team is equipped with the skills and resources needed to excel in this specialized field.
• Values Champion: As a leader at Propelus, you are expected to be a role model for our values. You will not only embody these principles but actively cultivate them within your team, ensuring that every decision, action, and interaction reflects our commitment to being customer, culture, growth, and value champions.

Qualifications & Desired Skills

• Bachelor's degree or equivalent relevant experience.
• 7+ years of experience in growth-oriented customer success, account management, or a similar client-facing role, with at least 3 years in a management capacity.
• Proven experience working with government regulatory boards, state agencies, or similar entities.
• A track record of building, coaching, and motivating high-performing teams, with a focus on driving favorable outcomes for both individual and team success.
• Demonstrated ability to drive operational change and implement process improvements.
• Exceptional communication and relationship-building skills, with experience managing complex client relationships and resolving high-stakes issues.
• Proficiency with CRM platforms.

Employment Details

• Salary: $125K - $150K
• Location Type: Remote
• Employment Type: FullTime