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Manager, Customer Success - US Remote

5 days, 21 hours ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
JIRA Salesforce
Apply Now
PerfectServe

PerfectServe

PerfectServe provides a comprehensive and secure care team collaboration platform designed to optimize provider scheduling and streamline clinical communication, thereby enhancing patient care and ensuring HIPAA compliance.

Internet Software & Services
251-1K
Founded 2000
$33M raised
View All Jobs 20

Description

  • Lead, coach, and develop a blended team of Customer Success Advisors and Technical Leads.
  • Drive customer adoption, value realization, renewal readiness, and account health across an assigned segment.
  • Serve as the Customer Success subject matter expert for aligned PerfectServe solutions.
  • Participate in bug reviews, enhancement discussions, change-management meetings, product initiatives, and release readiness activities.
  • Maintain a small portfolio of customer accounts and lead strategic business reviews and executive conversations.
  • Oversee technical operations, including Jira ticket trends, configuration needs, integration requirements, and escalation paths.
  • Monitor forecasting, health scores, playbook adoption, and team performance metrics to ensure operational excellence.
  • Lead customer communications for product releases, roadmap updates, change notifications, and service incidents.
  • Participate in the CS leader on-call rotation to manage high-impact incidents and coordinate incident and root-cause communications.
  • Partner cross-functionally with Sales, Support, Product, Engineering, and Professional Services to improve the customer experience.

Requirements

  • 4+ years of experience in Customer Success, Account Management, or a related SaaS leadership role.
  • 2+ years of people management experience focused on coaching, mentoring, and team development.
  • Proven track record of driving customer retention, adoption, and revenue growth.
  • Strong technical acumen and troubleshooting skills with the ability to translate complex concepts into customer value.
  • Exceptional verbal, written, and presentation skills, including experience engaging executive stakeholders.
  • Demonstrated success leading process improvements in dynamic, cross-functional environments.
  • Familiarity with clinical workflows, healthcare communication, or LEAN methodologies.
  • Ability to travel up to 25%.
  • MBA, MSN, or equivalent advanced degree preferred.
  • Experience supporting multiple SaaS product lines and diverse customer segments preferred.
  • Proficiency with Salesforce, Atlassian Confluence and Jira, and customer support platforms such as Zendesk preferred.

Benefits

  • Remote-first work environment.
  • Health, dental, vision, life, and disability insurance options available on day one.
  • 401(k) with company match and immediate vesting.
  • 17 company holidays plus 2 floating holidays and a competitive paid time off policy.
  • Internal advancement opportunities.
  • Salary range of $90,000 to $110,000 USD per year.

Interested in this position?

Apply directly on the company website

Apply Now

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