Customer Success Manager- TELS Platform

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 Customer Success Manager - TELS Platform position, you'll play a key role in driving customer retention, satisfaction, and growth by building trusted relationships and supporting strategic platform adoption. You'll guide our most valued customers post-implementation, aligning stakeholders, promoting key features, and monitoring performance to ensure success. Through proactive engagement and insight-driven strategies, you'll mitigate risk, champion adoption, and maximize the long-term value of the platform. This is a unique opportunity to deliver outrageous customer service while helping customers achieve meaningful outcomes.

Skills Needed:

• Provides Customer Value - Delivers cutting-edge, tech-driven solutions paired with outrageous customer service with an eye to profitability. Seizes opportunities that reward both the customer and DS, fostering robust customer relationships.

• Thinks Critically - Analyzes complex issues deeply and objectively, revealing hidden layers. Challenges assumptions and balances analysis with action-oriented solutions.

• Deals with Ambiguity - Adapts smoothly to change and thrives in ambiguity, maintaining composure and productivity. Maintains progress despite incomplete information and tackles complex issues constructively.

• Persuades Others - Uses compelling arguments to win others' support and convinces others to take action. Nimbly adapts to others' responses and viewpoints. Negotiates with finesse in challenging scenarios.

• Delivers Results - Seizes new opportunities and tackles challenges head-on with urgency. Takes initiative and consistently hits goals. Zeroes in on key priorities for results. Drives progress through uncertainty and moves others to action.

• Solves Problems - Uses technology and sharp logic to craft inventive solutions to complex issues, digging deep to tackle root causes. Conducts impartial analysis, leaving no stone unturned for comprehensive insights.

What You'll Do and Impact:

• Serve as the post-implementation advisor for assigned customers, building their confidence and capability in the TELS Platform and new offerings like TELS Portfolio.

• Provide proactive, ongoing support through complex change management and strategic growth initiatives.

• Analyze key account metrics to uncover opportunities for deeper feature adoption and increased platform utilization, then execute targeted strategies to drive engagement.

• Collaborate cross-functionally with National Accounts, Corporate Account Managers, and other internal teams to coordinate and deliver impactful platform rollouts and strategic initiatives.

• Develop deep expertise in core (e.g., TELS Masters, Tasks, Work Orders) and advanced features (e.g., Capital Planning, Unit Turns), tailoring demos, training, and guidance to meet each customer's unique goals.

• Monitor customer health and engagement indicators to identify at-risk accounts and implement timely, effective retention strategies.

• Partner with Product Management to deliver voice-of-customer insights that inform product enhancements and roadmap planning.

• Leverage tools like Zendesk, Power BI, and other systems to manage workflow, analyze customer data, and ensure seamless communication.

Experience:

• Bachelor's degree in Business or a related field preferred

• Minimum of 2 years' experience with TELS or a comparable SaaS platform, ideally with exposure to building management or the Senior Living industry

• 3-5 years of experience in a Customer Success Manager or similar customer-facing role

• Demonstrated success managing change and supporting strategic customer initiatives

• Experience interpreting performance metrics to drive customer outcomes, improve retention, and support growth strategies

• Ability to travel by car and/or plane up to 10%