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Manager, Customer Success

9 hours, 29 minutes ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM HubSpot
Apply Now
Parachute Health

Parachute Health

Parachute Health provides a streamlined digital platform for ordering medical equipment and supplies, enhancing the efficiency of e-prescribing and facilitating better management of healthcare resources across the United States.

Health Care Providers & Services
51-250
Founded 2015
$15M raised
View All Jobs 11

Description

  • Mentor newer CSMs on account strategy, customer conversations, renewals, and escalations.
  • Manage and mentor up to 5 direct-report CSMs.
  • Hold regular coaching sessions to review account health, pipeline, and growth opportunities.
  • Review BR decks, account plans, and customer communications before they are sent.
  • Support onboarding and ramping of new CS team members.
  • Develop targeted training plans and resources with the VP of Customer Success.
  • Act as a strategic partner to the VP by translating team goals into executable plans.
  • Own or co-own core CS playbooks for onboarding, EBRs, renewals, risk, and expansion.
  • Monitor team-wide account health and surface risks and opportunities proactively.
  • Carry and manage a portfolio of complex, strategic, or at-risk accounts, including renewals and expansion.
  • Serve as an escalation point for high-stakes customer situations.
  • Partner cross-functionally with Sales, Implementation, Product, and Support on handoffs and workflows.

Requirements

  • 5+ years of Customer Success experience managing complex or enterprise-level accounts.
  • 3+ years of management experience.
  • Experience mentoring, coaching, or informally leading other CSMs.
  • Deep knowledge of the HME, DME, or home health industry.
  • Strong commercial instincts focused on retention and expansion.
  • Excellent judgment in high-stakes customer situations.
  • Strong teaching and communication skills.
  • Organized, process-minded, and comfortable building playbooks and documentation.
  • Proficiency with HubSpot or a similar CRM and CS tooling.
  • Bachelor's degree in Business, Healthcare Administration, or a related field, or equivalent experience.
  • Experience at a SaaS company serving the post-acute, home health, or HME/DME market (preferred).
  • Experience leading CS initiatives such as playbooks, onboarding programs, or deal reviews (preferred).
  • Familiarity with Gainsight, ChurnZero, or Totango and health scoring data (preferred).
  • Experience building or scaling a CS function in a growth-stage company (preferred).
  • Experience partnering directly with a VP or Director of CS in a senior IC or lead capacity (preferred).
  • Must be legally authorized to work in the United States; no employer visa sponsorship is available.

Benefits

  • Medical, dental, and vision coverage with low-to-no-cost premium options.
  • Employer HSA contributions.
  • 401(k) retirement plan.
  • Equity incentive plan.
  • Annual company-wide bonus of up to 15% based on company performance.
  • Remote-first culture with NYC office access and co-working reimbursement.
  • Flexible vacation policy plus 5 Summer Fridays off.
  • Home office and wellness stipend.
  • Monthly internet stipend.
  • Annual learning and development stipend.
  • Base salary range of $100,000-$150,000 plus commission.

Interested in this position?

Apply directly on the company website

Apply Now

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