This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Group Manager, Customer Success based in the United States.
This leadership role offers the opportunity to build and scale customer success strategies that create meaningful outcomes for organizations and their members.
You will lead a high-performing team of Customer Success professionals while driving retention, growth, and long-term customer value.
The position combines people leadership, operational excellence, and strategic account management within a mission-driven healthcare environment.
You will collaborate with cross-functional teams to strengthen customer relationships, improve processes, and influence business outcomes.
This role is ideal for an experienced customer success leader who thrives in fast-paced environments and enjoys developing teams.
You will play a key role in shaping customer engagement strategies and delivering measurable impact through strong partnerships and innovation.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Group Manager, Customer Success based in the United States.
This leadership role offers the opportunity to build and scale customer success strategies that create meaningful outcomes for organizations and their members.
You will lead a high-performing team of Customer Success professionals while driving retention, growth, and long-term customer value.
The position combines people leadership, operational excellence, and strategic account management within a mission-driven healthcare environment.
You will collaborate with cross-functional teams to strengthen customer relationships, improve processes, and influence business outcomes.
This role is ideal for an experienced customer success leader who thrives in fast-paced environments and enjoys developing teams.
You will play a key role in shaping customer engagement strategies and delivering measurable impact through strong partnerships and innovation.
Accountabilities:
- Hire, develop, coach, and retain a high-performing team of Customer Success Managers.
- Establish operational consistency across customer segments, ensuring teams have the tools, processes, and support needed for success.
- Partner with Customer Success leadership to optimize team performance, improve enablement programs, and enhance operating procedures.
- Coach team members to increase customer engagement, retention, expansion opportunities, and overall value realization.
- Drive accountability for key performance indicators, including renewals, customer retention, revenue growth, and customer satisfaction.
- Analyze team performance, identify business risks, and provide reporting on achievements, challenges, and opportunities.
- Develop risk management strategies to address customer, relationship, talent, and revenue risks.
- Oversee revenue forecasting activities and implement strategies to support account health and business objectives.
- Manage executive-level customer interactions and support high-priority clinical or operational escalations.
- Represent Customer Success in strategic sales opportunities, finalist presentations, and internal business reviews.
- Collaborate with teams across Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation to incorporate customer insights into business decisions.
- Manage strategic customer relationships when needed and ensure strong stakeholder alignment.
- 10+ years of experience working in high-growth, fast-paced environments.
- 5+ years of management experience leading Customer Success teams or similar customer-facing functions.
- Experience in the employer-sponsored healthcare benefits space is required.
- Proven ability to organize and manage multiple initiatives while maintaining focus on business priorities.
- Strong leadership skills with experience coaching, developing, and motivating teams.
- Excellent written and verbal communication skills with the ability to build trust across all organizational levels.
- Ability to communicate effectively with executives, customers, and internal stakeholders.
- Strong analytical and problem-solving abilities with a focus on measurable outcomes.
- Experience managing customer retention, renewals, revenue expansion, and customer satisfaction initiatives.
- Experience using customer success and analytics tools such as Salesforce and Tableau; experience with Gainsight is a plus.
- Ability to collaborate effectively with cross-functional teams.
- Passion for improving healthcare outcomes and transforming access to mental health support.
- Competitive annual base salary range of $134,000 to $184,000.
- Potential eligibility for discretionary bonuses.
- Comprehensive healthcare coverage, including medical, dental, vision, FSA/HSA, life, and disability insurance.
- Access to coaching and therapy services.
- Equity opportunities through company stock programs.
- Competitive paid time off policies, including vacation, sick days, and company holidays.
- Paid parental leave.
- 401(k) retirement plan with employer matching contributions.
- Monthly technology allowance.
- Employee well-being perks, community activities, and company celebrations.
- Remote work flexibility.
As Senior Group Manager, Customer Success, you will lead a team of Customer Success Managers while ensuring operational excellence, customer satisfaction, and business growth. You will provide strategic guidance, coach team members, manage key relationships, and collaborate across departments to deliver exceptional customer outcomes.
Requirements:
You are an experienced customer success leader with a strong background in team management, customer relationships, and operational strategy. You are comfortable working in high-growth environments and have the ability to influence stakeholders, drive results, and build trusted partnerships.