FULLY REMOTE: Customer Success Team Manager

Job Details:

Job Location:

PCR (Proto Call Remote) MI - Anywhere, MI 48201, Education Level: Graduate Degree, Salary Range: $85,000.00 - $ Salary,

The Customer Success Team Manager is responsible for leading, developing, and scaling the Customer Success Manager (CSM) team to ensure Protocall customers consistently realize measurable value from Protocall’s Welltrack Ecosystem of solutions. This role owns the health, retention, expansion, and long-term success of Protocall’s customer portfolio through strong people leadership, clear success frameworks, proactive customer engagement strategies, and disciplined execution of customer success best practices.

While Customer Success Managers focus on direct customer relationships and execution, the Customer Success Team Manager ensures consistency, quality, prioritization, and continuous improvement across the function. This role sets expectations, coaches performance, oversees renewals and risk management, establishes customer health monitoring and engagement processes, drives account expansion strategies, and partners cross-functionally to ensure a seamless and effective customer experience.

The Customer Success Team Manager is a strategic people leader who balances customer advocacy, business outcomes, and team development in a mission-driven behavioral health environment. This role is responsible for building a proactive, data-informed Customer Success function that anticipates customer needs, demonstrates measurable value, and identifies opportunities to strengthen and grow customer partnerships.

• Provide direct supervision, coaching, and performance management for Customer Success Managers
• Set clear expectations for customer engagement, account planning, documentation, and follow-through
• Lead team meetings, establish clear action items, and ensure accountability for timely follow-through.
• Support onboarding, training, and ongoing skill development for CSMs, including consultative relationship management, competitive positioning, objection handling, and strategic customer conversations
• Foster a consistent, customer-centered approach across the team
• Develop structured coaching and training opportunities, such as role-playing and case reviews, to strengthen CSMs’ ability to navigate complex customer situations, recognize opportunities, and communicate Protocall’s value.
• Establish and monitor individual and team performance expectations, providing ongoing feedback and targeting coaching to improve outcomes

• Own customer health, retention, renewal, and expansion outcomes across Protocall’s customer base
• Establish and reinforce customer success best practices, including success planning, regular business reviews, and value storytelling
• Develop, implement, and continuously improve a standardized customer health monitoring processes, including defined indicators, risk criteria, and expectations for follow-up and intervention
• Establish customer engagement and check-in cadences based on account health, strategic importance, customer needs, and opportunities for retention or growth
• Develop and implement processes for prioritizing customer outreach and CSM activities, ensuring team resources are focused on accounts requiring intervention, proactive engagement, or strategic development
• Support CSMs in identifying customers at risk of churn and developing proactive mitigation strategies, with clear expectations for early identification, escalation, action planning, and follow-through
• Partner with CSMs on renewal strategy and execution, with a focus on demonstrated outcomes and long-term partnership value
• Lead the Customer Success Team’s efforts to identify opportunities…