Senior Customer Success Manager (Strategic Accounts)

Join Medely, a mission-oriented startup revolutionizing the healthcare industry. As a Senior Customer Success Manager, you will lead our Strategic and Growth teams, empowering Customer Success Managers to build proactive, value-driven partnerships with post-acute and outpatient facilities. You will refine the team's retention and expansion strategy, develop repeatable playbooks, and use customer insights, performance data, and market trends to guide priorities. Additionally, you will coach and develop CSMs, translate broader company strategy into clear team execution, and help strengthen Medely's presence within the healthcare community.

• Lead and empower a team of Customer Success Managers to build proactive, value-driven partnerships with post-acute and outpatient facilities, strengthening retention and identifying expansion opportunities.
• Refine the team’s retention and expansion strategy, develop repeatable playbooks, and use customer insights, performance data, and market trends to guide priorities.
• Drive Gross Retention Rate (GRR) and mitigate churn by proactively managing portfolio health across the team's entire book of business, designing and executing strategic account plans.

• 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 bring 4+ years of people-management experience in Customer Success or Account Management, ideally leading teams in a high-volume or SMB environment
• Bachelor’s degree or bring equivalent practical experience
• You are comfortable with tools such as Salesforce, Gong, Tableau, AI productivity tools, and Google Workspace
• You have a measurable track record of improving retention, reducing churn, and driving revenue expansion
• You use data to identify performance gaps, set priorities, and turn customer and operational insights into action
• 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
• 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 have led Customer Success teams through meaningful growth or change while maintaining strong customer relationships and a high performance bar