Senior Manager, Customer Success - Strategic Accounts

• Drive Gross Retention Rate (GRR) and mitigate churn by proactively managing portfolio health across the team's entire book of business.

• Design and execute strategic account plans and motions to drive retention, expansion, and customer engagement across a high-volume segment.

• Coach and build critical thinking across the team, emphasizing value-based selling, strategic negotiation, executive presentation, and data-driven customer interactions.

• Lead capacity planning and bandwidth forecasting to align team headcount with evolving customer segments and aggressive revenue targets.

• Analyze churn indicators, health scores, and market data to predict emerging trends and proactively adjust team tactics.

• Onboard, train, and mentor new team members while cultivating a high-performance, accountable team culture.

• Champion the "voice of the customer" internally, providing structured qualitative and quantitative insights to Product and Leadership teams.

• Identify risk patterns across the customer lifecycle and deploy rapid risk-mitigation strategies to safeguard vulnerable accounts.

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

• Maintain subject matter expertise on Medely's product offerings, healthcare staffing dynamics, competitive intelligence, and broader industry trends.

• Build strong, collaborative relationships across teams, cross-functional partners, and executive stakeholders.

• You bring 4+ years of people-management experience in Customer Success or Account Management, ideally leading teams in a high-volume or SMB environment.

• You have a measurable track record of improving retention, reducing churn, and driving revenue expansion.

• You are a strong people leader who coaches CSMs to become trusted strategic partners and confident commercial operators - balancing empathy and support with clear expectations, direct feedback, and accountability.

• You use data to identify performance gaps, set priorities, and turn customer and operational insights into action.

• You are comfortable with tools such as Salesforce, Gong, Tableau, AI productivity tools, and Google Workspace.

• Bachelor's degree or bring equivalent practical experience.

• You have led Customer Success teams through meaningful growth or change while maintaining strong customer relationships and a high performance bar.

• You can move comfortably between strategy and execution - setting the direction, building the playbook, and helping your team apply it in real customer conversations.

• You know how to scale Customer Success without reducing it to reactive support or routine check-ins; experience in healthcare technology, SaaS, workforce marketplaces, or EMR ecosystems is a plus.

• Competitive Compensation: Based on experience and performance

• Long-term Incentives: 401k

• Healthcare Benefits: Full suite of benefits including medical, dental, and vision insurance

• Flexibility: We believe that work/life balance is important, so we offer flexible and unlimited PTO

• Paid parental leave

• Purpose: Join a growing mission-oriented startup that is modernizing the healthcare industry nationally!

• Ownership: Drive meaningful business impact on a team you'll help build and define!

• Remote: Work in a digital environment with all the tools to achieve your work as though you were in the office!

We're an equal opportunity employer to all. We interview and hire applicants of all backgrounds, orientations, expressions, and identities.

Work location is flexible if approved by Medely.

Medely does not accept unsolicited resumes from agencies. We consider any resume (CV) or biography received from an agency or outside recruiter without prior approval from a member of the Medely Human Resources or Recruiting team to be unsolicited and gratuitous, and such submissions will not be recognized by Medely for purposes of "ownership" of the candidate.

We are an E-Verify company.