Senior Group Manager, Customer Success

About the Role

This opportunity seeks a Senior Group Manager of Customer Success to lead and scale customer success strategies within a healthcare-focused organization based in the United States. The role combines leadership of a high-performing team with strategic account management and operational excellence, aimed at enhancing customer retention, growth, and long-term value.

Key Responsibilities

• Recruit, mentor, and sustain a high-achieving team of Customer Success Managers.
• Ensure operational uniformity across customer segments by providing teams with essential tools and processes.
• Collaborate with Customer Success leadership to refine team performance, strengthen enablement initiatives, and upgrade operational procedures.
• Coach team members to boost customer engagement, retention, expansion opportunities, and value realization.
• Hold accountability for performance metrics such as renewals, retention, revenue growth, and satisfaction.
• Evaluate team outcomes, highlight risks, and present detailed reports on achievements and challenges.
• Devise risk mitigation strategies addressing customer, talent, relationship, and revenue concerns.
• Lead revenue forecasting and implement business-supportive strategies.
• Handle executive-level customer interactions and critical clinical or operational escalations.
• Represent Customer Success in strategic sales processes, key presentations, and internal reviews.
• Work across departments including Partnerships, Marketing, Clinical, Product, Analytics, and Workforce Transformation to embed customer insights in decision-making.
• Manage major customer relationships as necessary, ensuring stakeholder alignment.

Candidate Requirements

• Minimum 10 years experience in dynamic, fast-growth settings.
• At least 5 years in leadership roles managing Customer Success or similar client-facing teams.
• Proven expertise in employer-sponsored healthcare benefits.
• Competence in juggling multiple projects while prioritizing business needs.
• Strong leadership qualities with a track record in coaching, motivating, and developing teams.
• Excellent communication skills for building trust with executives, customers, and internal teams.
• Analytical mindset with focus on producing measurable results.
• Experience managing customer retention, renewals, revenue growth, and satisfaction strategies.
• Familiarity with tools like Salesforce, Tableau, and preferably Gainsight.
• Ability to work collaboratively across various functional groups.
• A genuine commitment to enhancing healthcare outcomes and expanding access to mental health support.

Benefits Package

• Competitive base salary ranging from $134,000 to $184,000 annually.
• Eligibility for discretionary bonus programs.
• Comprehensive health benefits including medical, dental, vision, FSA/HSA, life and disability insurance.
• Access to personal coaching and therapy services.
• Equity options through company stock plans.
• Generous paid time off, encompassing vacation, sick leave, and holidays.
• Paid parental leave policies.
• 401(k) plan with employer matching contributions.
• Monthly allowance toward technology expenses.
• Employee wellness programs, community involvement, and company events.
• Flexible remote work arrangements.

Additional Information

This hiring process is managed by an external partner company. Applications are subject to AI-augmented review to ensure fair and objective evaluation against role criteria. Final hiring decisions rest with the employer. The role is based in the United States and designed for remote work.