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Salary: USD 175,000 - 194,000 / annual
Medely is a Series C healthcare technology startup operating an on-demand marketplace and workforce management platform connecting healthcare professionals with high-paying jobs. The company serves post-acute and outpatient facilities, enabling flexible work arrangements while addressing critical staffing challenges in healthcare.
You will lead Medely's Strategic and Growth Customer Success teams, managing a portfolio of small- and medium-sized accounts. Reporting to the Senior Director of Customer Success, you'll oversee a team of Customer Success Managers responsible for building proactive, value-driven partnerships with healthcare facilities.
Key responsibilities include:
- Drive Gross Retention Rate (GRR) and mitigate churn by proactively managing portfolio health across the team's book of business
- Design and execute strategic account plans and motions to drive retention, expansion, and customer engagement
- Coach and develop CSMs in value-based selling, strategic negotiation, executive presentation, and data-driven customer interactions
- Lead capacity planning and bandwidth forecasting to align team headcount with customer segments and revenue targets
- Analyze churn indicators, health scores, and market data to predict trends and adjust team tactics
- Onboard, train, and mentor new team members while cultivating a high-performance, accountable culture
- Champion the "voice of the customer" internally, providing insights to Product and Leadership teams
- Identify risk patterns and deploy rapid risk-mitigation strategies for vulnerable accounts
- Serve as primary escalation point for customers and cross-functional alignment issues
- Maintain subject matter expertise on Medely's product offerings, healthcare staffing dynamics, and competitive intelligence
- Build collaborative relationships across teams and executive stakeholders
Occasional local and overnight travel may be required for client meetings and industry engagement.
REQUIREMENTS:
- 4+ years of people-management experience in Customer Success or Account Management, ideally in high-volume or SMB environments
- Measurable track record of improving retention, reducing churn, and driving revenue expansion
- Strong people leadership skills; ability to coach CSMs to become trusted strategic partners and confident commercial operators
- Data-driven approach to identifying performance gaps, setting priorities, and turning insights into action
- Proficiency with Salesforce, Gong, Tableau, AI productivity tools, and Google Workspace
- Bachelor's degree or equivalent practical experience
PREFERRED:
- Experience leading Customer Success teams through meaningful growth or change while maintaining strong customer relationships
- Ability to move between strategy and execution; experience in healthcare technology, SaaS, workforce marketplaces, or EMR ecosystems
