Manager, Customer Success - TELS

Position Summary:   

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.  

In the Manager, Customer Success – TELS position, you’ll lead a team of Customer Success Managers (CSMs) dedicated to enhancing customer engagement, driving revenue growth, and delivering an outstanding customer experience. Your team will proactively manage relationships, utilize data-driven insights to refine sales strategies, and improve the efficiency of customer interactions. As a key leader, you’ll help shape the evolving Customer Success function into a high-performing inside sales team while serving as the primary escalation point for key accounts. 

Skills Needed: 

• Ensures a Customer Focus - Keeps our customer needs at the center; Tirelessly pushes for AI-First solutions to create customer value and evangelizes Principle #2. Taps into market and customer insights to shape priorities and make decisions. 

• Leads Through Change & Ambiguity - Navigates the unknown with confidence, steering through change and uncertainty with a clear vision and unwavering determination. Turns chaos into clarity, keeping goals firmly in sight. 

• Leverages AI & Business Insight - Leads with an AI-First mindset infusing technology into customer solutions and workflows. Harnesses the power of AI and data to cut through noise and inform decisions. Blends business savvy, financial acumen, industry knowledge, and tech expertise to set priorities.

• Drives Accountability & Results - Sets clear goals and ensures team members deliver top-notch results. Uses data and tech to boost accountability, pushing everyone to excel individually and as a team. 

• Thinks Strategically - Anticipates future trends and aligns actions with long-term objectives. Draws on broad knowledge to craft future-focused plans that effectively translate strategy into action. 

What You’ll Do and Impact:  

• Coach, mentor, and manage a team of CSMs, fostering a culture of accountability, customer advocacy, and performance excellence. 

• Implement tools and streamline processes to reduce administrative tasks, optimize CRM usage, and enhance collaboration with District and Corporate Account Managers. 

• Shift team focus to proactive customer engagement by improving self-service capabilities, reducing reactive workload, and streamlining internal workflows. 

• Establish and refine sales KPIs, optimize call strategies, implement performance-based incentives, and provide ongoing sales training to drive revenue growth. 

• Utilize data-driven insights to provide actionable feedback to Digital Product, Applied AI, and other teams, ensuring continuous improvements to TELS offerings. 

• Define the vision for Customer Success, aligning with TELS business objectives while scaling the team and maintaining engagement. 

• Partner with Operations, Sales, Product, and AI teams to drive strategic initiatives, refine processes, and enhance the customer experience. 

• Strengthen customer relationships, optimize system adoption, and drive incremental revenue through effective cross-sell and upsell strategies. 

Experience: 

• Bachelor’s degree in Business, Communications, or a related field. 

• 5-7+ years of experience in Customer Success, Account Management, or Sales, preferably within a SaaS or technology-driven organization. 

• Proven track record of leading and developing high-performing customer success or inside sales teams. 

• Strong expertise in sales enablement, CRM management, and process automation.