Sr. Customer Success Manager - Data Solutions

Propelus® simplifies workforce compliance management across healthcare. Our innovative technology and strategic partnerships empower millions of professionals, their employers, and regulators to work together, creating a connected and efficient healthcare ecosystem.

As a trusted leader for over 20 years, Propelus has focused on bringing more good into the lives of the people and organizations serving healthcare. We deliver seamless compliance solutions to millions. We leverage market-leading technology and essential data to simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce.

We are looking for a Senior Customer Success Manager to lead our Data Solutions portfolio. This is a role for an expert builder who thrives at the intersection of technical integration and executive strategy (someone who can talk APIs with developers and ROI with the C-suite).

You will own the entire lifecycle for our high-value data customers, from guiding complex API onboardings to leading strategic business reviews. Beyond account management, you will be a foundational architect, defining the cross-functional processes between Support, Professional Services, and Success. If you are a process-driven professional who understands the nuances of Identity Verification, Background Screening, or Professional Credentialing, we want to hear from you.

What You’ll Do

• Manage Strategic Accounts: Act as the primary advisor for high-value data customers, using your knowledge of identity compliance and verification data to help them succeed.

• Technical Onboarding: Lead the integration process for customers using our REST-based APIs, ensuring they connect quickly and correctly.

• Build the Process: Work with Customer Success Leadership to create and standardize workflows for Support and Professional Services as this new product line scales.

• Own the Commercial Cycle: Handle the full commercial lifecycle, including negotiating renewals and identifying expansion opportunities.

• Resolve Technical Issues: Take a hands-on approach to account health by resolving technical support tickets and facilitating escalations to the Dev team.

• Identify Headcount Triggers: Recognize when technical tasks should be transitioned to dedicated Support or PS teams and design the workflows to make those hand-offs seamless.

• Influence the Roadmap: Turn customer feedback into clear, actionable requests for our Product team to improve product-market fit.

What You'll Bring

• A proven track record in B2B SaaS Customer Success managing enterprise-level accounts.

• Direct experience in Professional Background Verification, Identity Compliance, or Workforce Credentialing.

  • You should be familiar with the high stakes of managing sensitive consumer data and primary source information (e.g., knowledge of FCRA, NCQA, or similar regulatory standards).

• Experience launching or scaling a new product line as a founding CSM. You know how to define the initial customer journey, set value milestones, and build the strategic framework for a new offering.

• You are comfortable with APIs and technical troubleshooting. You can take a technical API challenge and explain its business risk or impact to a C-suite stakeholder clearly and effectively.

• Adept at synthesizing customer behavior and friction points into strategic insights for Product teams to help achieve better product-market fit.

• You enjoy building workflows from scratch and finding ways to make teams more efficient.

• Proficiency with CS platforms (like Gainsight) and CRMs (like HubSpot).

• Awarded one of BuiltIn's 2025 Best Places to Work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers.

• Professional development allowance to help you grow in the ways that mean the most to you.

• Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.

• Check us out for yourself at our careers page or our Propelus culture Instagram accounts.

For US Employees:

• 401K with company matching, as well as financial planning education and resources.

• Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.

• Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door.

For LATAM Employees:

• Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are.

• Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team.

• We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.

We are an equal opportunity employer and value diversity at Propelus. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Candidates from all backgrounds are encouraged to apply.

Full-time positions are scheduled to work 40 hours per week, M-F unless required otherwise by projects. Part-time positions are scheduled to work a maximum of 30 hours per week. Equipment, benefits, and perks are not provided to part-time or temporary employees.