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Manager, Customer Success

April 29, 2026

The CompanyMedely is a high-growth series-C technology start-up reimagining the future of healthcare work by providing an on-demand marketplace and workforce management tools. With the support of top-tier investors, Medely has quickly become a go-to platform for healthcare professionals to instantly access high-paying jobs with the freedom and flexibility to work when and where they want. As a fully remote team of sharp, collaborative, and entrepreneurial individuals, we are dedicated to redefining the way healthcare workers and facilities work together to provide for patients. We are looking for passionate and skilled professionals to join our team and help us take on tough challenges in this fast-expanding healthcare industry segment. Join us in our mission to transform the healthcare staffing industry and improve patient lives!<h3>The Role</h3>We are looking for a Customer Success Leader to manage our team of SMB Customer Success Managers. This role is critical for ensuring our thousands of facilities recognize the value of the Medely platform.Compensation: $144,000 - $160,000 OTE (base + commission at plan).What You’ll OwnA primary focus of this position is driving and maximizing Net Revenue across a large book of business. This involves designing and implementing scaled engagement strategies that ensure customers consistently realize value throughout their lifecycle. You will be responsible for defining the team's operational excellence and systemic improvement strategies, translating high-level company objectives into actionable team plans.Why This Role ExistsThis role will play a key part in evolving our Customer Success approach to better support a growing and diverse SMB customer base. Additionally, you will develop retention and expansion playbooks, proactively guiding team strategy based on data, customer insights, and market trends.Reporting to the Senior Director of Customer Success, you’ll have a significant opportunity for long-term career growth within Medely.This position may require occasional travel, both local and overnight, to meet with clients and with members of the medical community, to establish relationships with clients and to promote Medely.<h3>The Impact You'll Make</h3><ul style="min-height:1.5em"><li>Drive Gross Retention Rate (GRR) and churn mitigation by managing the overall Portfolio Health for the team's entire book of business.</li><li>Design and implement scalable programs and processes to improve retention, expansion, and customer engagement</li><li>Build and coach commercial expertise across the team, including value-based selling, negotiation, navigating legal/procurement hurdles, and using data in customer interactions</li><li>Forecast team bandwidth and headcount (Capacity Planning) based on evolving customer segments and revenue targets.</li><li>Analyze churn data, market trends, customer interactions, and customer health scores to predict future trends and proactively adjust team strategy.</li><li>Onboard and train new hires as well as maintain a high level of performance for individuals across the team.</li><li>Act as the internal "voice of the customer," providing aggregate qualitative and quantitative feedback and suggestions to the Product team.</li><li>Identify "At-Risk" patterns across the customer segment and deploy targeted mitigation strategies to save accounts.</li><li>Serve as the primary escalation point for cross-functional friction (e.g., poor handoffs) and negotiate new Service Level Agreements (SLAs) as needed.</li><li>Maintain expert knowledge of the Medely product, the healthcare staffing industry, competitive landscape, market happenings, and trends.</li><li>Build and maintain honest, genuine rapport with team, cross-functional colleagues, and key stakeholders.</li></ul><h3>Who You Are</h3><ul style="min-height:1.5em"><li>A minimum of 3+ years of people management experience in Customer Success or Account Management, ideally within a high-volume or SMB environment</li><li>Proven experience owning or influencing retention, churn, or expansion metrics</li><li>Strong ability to coach and develop team members in both customer engagement and commercial skills</li><li>Comfortable operating in a data-driven environment, using insights to inform strategy and decision-making</li><li>Adept at establishing and maintaining trusting relationships with direct reports, lateral colleagues, and stakeholders</li><li>Collaborative leader who supports their team while holding a high bar for performance and accountability</li><li>Share our mindset that problems are opportunities for teachable moments.</li><li>Strong technical skills, <a target="_blank" rel="noopener noreferrer nofollow" href="http://includingSalesforce.com">includingSalesforce.com</a>, Slack, Gong, Tableau, various AI tools, and Google Suite</li></ul>Why Medely: Benefits & Perks<ul style="min-height:1.5em"><li>Competitive Compensation: Based on experience and performance</li><li>Long-term Incentives: 401k</li><li>Healthcare Benefits: Full suite of benefits including medical, dental, and vision insurance</li><li>Flexibility: We believe that work/life balance is important, so we offer flexible and unlimited PTO</li><li>Paid parental leave</li><li>Purpose: Join a growing mission-oriented startup that is modernizing the healthcare industry nationally!</li><li>Ownership: Drive meaningful business impact on a team you’ll help build and define!</li><li>Remote: Work in a digital environment with all the tools to achieve your work as though you were in the office!</li></ul>We're an equal opportunity employer to all. We interview and hire applicants of all backgrounds, orientations, expressions, and identities.Work location is flexible if approved by Medely.Medely does not accept unsolicited resumes from agencies. We consider any resume (CV) or biography received from an agency or outside recruiter without prior approval from a member of the Medely Human Resources or Recruiting team to be unsolicited and gratuitous, and such submissions will not be recognized by Medely for purposes of “ownership” of the candidate.We are an E-Verify company.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...