Manager of Customer Success - US Remote

PerfectServe is a Leader in the Gartner Magic Quadrant for Clinical Communication and Collaboration, seeking a Manager of Customer Success. This role is responsible for leading a team to drive customer adoption, value realization, retention, and operational excellence across a defined customer segment while ensuring effective engagement and communication with customers.

Responsibilities:

• Lead, coach, and develop a blended team of Customer Success Advisors (CSAs) and Technical Leads (TLs), ensuring strong execution across customer engagement, technical troubleshooting, and adoption workflows
• Drive measurable outcomes in customer adoption, value realization, renewal readiness, and overall account health across your assigned customer segment
• Serve as the Customer Success product SME for your aligned PerfectServe solutions—participating in bug reviews, enhancement discussions, CAB/change-management meetings, product initiative development, and release readiness activities
• Engage directly with a select portfolio of customers to model best-in-class relationship management, run strategic business reviews, and support executive-level conversations
• Guide technical operations by overseeing Jira ticket trends, configuration needs, integration requirements, and escalation paths in partnership with Engineering and Support
• Ensure operational excellence through strong forecasting, health score monitoring, playbook adoption, and team-level performance metrics
• Lead customer communications for product releases, roadmap updates, change notifications, and service incidents—ensuring clarity, timeliness, and a customer-centric approach
• Participate in the CS leader on-call rotation to manage high-impact incidents, coordinate Rootly updates, and ensure IR/RCA communications meet internal and customer expectations
• Partner cross-functionally with Sales, Support, Product, Engineering, and Professional Services to ensure customers receive a cohesive, high-quality experience throughout their lifecycle
• Champion continuous improvement by identifying opportunities to streamline processes, strengthen team workflows, and elevate the overall customer experience

Requirements:

• 4+ years in Customer Success, Account Management, or a related SaaS leadership role
• 2+ years of people management experience with a focus 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, with experience engaging executive stakeholders
• Demonstrated success in 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
• Experience supporting multiple SaaS product lines and diverse customer segments
• Proficiency with Salesforce, Atlassian (Confluence & Jira), and customer support platforms (e.g., Zendesk)