Senior Manager, Customer Success – Strategic Accounts

• Lead Medely’s Strategic and Growth Customer Success teams




• Build proactive, value-driven partnerships with post-acute and outpatient facilities




• Strengthen customer retention, identify expansion opportunities, and deliver measurable customer outcomes




• Refine retention and expansion strategies and develop repeatable playbooks




• Use customer insights, performance data, and market trends to guide priorities




• Coach and develop Customer Success Managers




• Translate company strategy into clear team execution




• Drive Gross Retention Rate and mitigate churn across the team’s portfolio




• Design and execute strategic account plans and customer engagement motions




• Coach value-based selling, strategic negotiation, executive presentation, and data-driven customer interactions




• Lead capacity planning and bandwidth forecasting




• Analyze churn indicators, health scores, and market data to predict trends and adjust tactics




• Onboard, train, and mentor new team members




• Cultivate a high-performance, accountable team culture




• Champion the voice of the customer with Product and Leadership teams




• Identify customer-lifecycle risks and deploy mitigation strategies




• Serve as the primary escalation point for customers and cross-functional alignment issues




• Maintain expertise in Medely’s products, healthcare staffing dynamics, competitive intelligence, and industry trends




• Build collaborative relationships with cross-functional partners and executive stakeholders




• Occasional local and overnight travel for client meetings, industry engagement, and market-development activities may be required

Requirements

• 4+ years of people-management experience in Customer Success or Account Management




• Experience leading teams in a high-volume or SMB environment is ideal




• Measurable track record of improving retention, reducing churn, and driving revenue expansion




• Strong people leadership, coaching, feedback, and accountability skills




• Ability to use data to identify performance gaps, set priorities, and turn insights into action




• Familiarity with Salesforce, Gong, Tableau, AI productivity tools, and Google Workspace




• Bachelor’s degree or equivalent practical experience




• Experience leading Customer Success teams through meaningful growth or change




• Experience in healthcare technology, SaaS, workforce marketplaces, or EMR ecosystems is a plus




• Must be US-based, within the 48 continental states




• Must address US work authorization and visa sponsorship requirements

Core Competencies

Demonstrates expertise in leading Customer Success teams, driving customer retention, and executing strategic account plans. Proficient in using data-driven insights to enhance performance and foster high-performance team cultures.

Highest-signal resume keywords

• Customer Success Leadership




• Retention Strategy Development




• Data-Driven Decision Making




• Coaching and Mentoring




• Healthcare Technology Experience

ATS Optimization Keywords

Hard Skills

• Customer Retention




• Churn Reduction




• Revenue Expansion




• Strategic Negotiation




• Account Management

Soft Skills

• People Leadership




• Coaching




• Feedback




• Accountability




• Collaboration

Industry Keywords

• Healthcare Staffing




• SaaS




• Workforce Marketplaces




• EMR Ecosystems




• Customer Engagement

Tools & Technologies

• Salesforce




• Gong




• Tableau




• AI Productivity Tools




• Google Workspace