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