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.
Key Responsibilities:
Team Supervision & Development
- 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
Customer Health, Retention, and Value Realization
- 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 for additional services, support customer expansion initiatives, and deepen existing customer partnerships
- Establish processes for identifying, tracking, and advancing expansion opportunities across the existing customer portfolio. Ensure customers clearly understand and experience the value of Protocall’s services, including the clinical, operational, and financial impact of their partnership
- Monitor customer health, profitability, retention, engagement, and expansion performance, to identify trends and opportunities for improvement
Coaching on Account Strategy and Execution
- Coach CSMs in developing and executing strategic account plans aligned to customer goals, priorities, retention objectives, and expansion opportunities
- Provide support on complex customer situations, escalations, and sensitive conversations
- Ensure consistent use of data, utilization metrics, and impact reporting to inform customer strategy
- Review account health indicators and customer narratives to ensure accuracy and insight
- Coach CSMs to recognize and act on opportunities for proactive customer education, strategic engagement, and deeper partnership development
- Ensure CSMs can effectively translate utilization data, clinical outcomes and service performance into compelling narratives that demonstrate Protocall’s value to customers
- Guide CSMs in preparing for and leading strategic business reviews that connect Protocall’s services to customer goals, demonstrate impact, and identify opportunities for continued partnership growth
- Provide coaching on competitive threats, potential terminations, service concerns, and other complex customer conversations, ensuring CSMs are equipped to respond strategically and effectively
- May serve as a CSM for a select group of customers
Operational Excellence and Consistency
- Ensure customer success workflows, documentation standards, and engagement models are followed consistently. Create and maintain playbooks
- Establish, implement and continuously improve standardized processes for customer health monitoring, account segmentation, engagement cadences, outreach prioritization, and risk escalation
- Develop clear expectations and workflows for proactive customer check-ins, including frequency, purpose, documentation, and follow-up based on customer needs and account health
- Ensure consistent processes for identifying documenting, tracking, and advancing customer expansion opportunities
- Partner with Sales, Onboarding, Clinical, and other Customer Operations leadership to ensure smooth handoffs and clear ownership across the customer lifecycle
- Reinforce accurate and consistent use of the organization’s CRM and customer success systems for account documentation, health tracking, engagement planning, opportunity management, and reporting
- Identify trends, gaps, or inefficiencies in customer success execution and lead the development and implementation of process improvements.
- Implement, track, and monitor key performance indicators related to customer engagement, retention, account health, expansion and team execution.
- Use customer and team performance data to evaluate the effectiveness of customer success processes, identify gaps, and continuously improve team performance.
Cross-Functional Leadership and Advocacy
- Represent the voice of the customer in cross-functional discussions
- Contribute to strategic planning conversations with a focus on customer impact and long-term value
- Partner closely with Sales and Business Development to align customer expansion strategies, identify growth opportunities, and ensure coordinated engagement with existing customers.
- Collaborate with Clinical, Product, and Operations teams to address customer needs, improve service delivery, and strengthen the overall customer experience.
- Communicate customer health trends, retention risks, expansion opportunities, and emerging customer needs to leadership to inform business strategy and resource prioritization.
- Monitor industry trends and best practices in customer success and behavioral health services, including the competitive landscape and its implications for customer retention and growth
- Demonstrate sound judgment, adaptability, and resilience in a complex and high-change environment
- Model professionalism, empathy, integrity, and accountability
