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Milwaukee, Wisconsin, United States
Onsite
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 position, you'll lead a team of Customer Success Managers dedicated to helping healthcare providers maximize the value of Direct Supply DSSI's Spend Management solutions. You'll be an empathetic, customer-obsessed leader who stays close to the customer experience—building trusted relationships, joining critical conversations and coaching your team through opportunities and challenges. You'll empower your team to accelerate adoption, deliver measurable business outcomes and transform customer insights into actions that strengthen partnerships, improve retention and drive continuous innovation.
Skills Needed:
Set Direction & Strategy - Define where we are heading, why it matters, and what is needed to achieve results. Turn ambiguity into clear priorities and connect day-to-day work to strategy. Use a whole-system view to balance customer, business, capability, and long-term implications and focus teams on the highest-impact opportunities. Translates strategy into clear team priorities, goals, and execution plans
Exercise Judgment & Own Decisions - Navigate complex, cross-system tradeoffs involving business outcomes, risk, speed, and long-term impact. Use critical thinking to determine where human review or escalation is required, challenge assumptions, and take ownership for results and decisions.
Design & Scale Work Systems - Design how people, processes, decisions, data, technology, and AI work together. Redesign workflows, clarify roles and decision rights, remove friction, create feedback loops, and build scalable work systems that improve the whole system for quality, speed, customer experiences, and results at scale.
Mobilize Leaders & Teams - Align leaders, stakeholders, and teams across functions, dependencies, and competing priorities. Build commitment to shared outcomes, navigate dynamics, remove systemic barriers, and drive coordinated execution and transformational change.
Lead & Build Capability - Engage, develop, and recruit top talent with domain depth, systems thinking, AI fluency, and the adaptability needed for the future. Create the context, coaching, feedback, tools, accountability, and culture that enable people and systems to raise the bar and scale impact over time.
Ability to build trusted relationships with customer leaders, navigate complex business challenges and deliver mutually beneficial outcomes.
Demonstrated success partnering across Product, Engineering, Sales, Marketing and Customer Support to continuously improve the end-to-end customer experience.
What You'll Do and Impact:
Lead, coach and develop a high-performing team of Customer Success Managers that delivers exceptional customer experiences, measurable business outcomes and long-term customer success.
Partner with Sales and Marketing to identify growth opportunities across targeted customer segments and expand adoption of Direct Supply DSSI's portfolio solutions.
Develop and execute Customer Success strategies that accelerate adoption, maximize customer value and identify growth opportunities across targeted customer segments.
Build trusted executive customer relationships by leading strategic engagements, navigating complex business challenges and serving as an escalation point when needed.
Stay closely connected to the customer experience by engaging customers, listening with empathy and translating their goals and feedback into meaningful action.
Develop and leverage customer health metrics, spend analytics and business insights to prioritize engagement, mitigate risk and improve customer outcomes.
Partner across Product, Engineering, Sales, Marketing and Customer Support to champion the voice of the customer and translate customer insights into product, service and process improvements.
Foster a culture of accountability, innovation and continuous improvement while scaling Customer Success best practices, operating models and success measures.
Build team expertise in healthcare procurement, spend management and emerging technologies to help customers realize greater value from DSSI solutions.
Partner with senior leadership to shape Customer Success strategy and support business growth through customer insights, operational excellence and continuous improvement.
Experience:
Bachelor's degree in Business, Communications, Healthcare Administration, Supply Chain, Information Technology or a related field.
8+ years of experience in Customer Success, Account Management, Consulting or a SaaS or technology-enabled services environment.
3+ years of experience leading and developing customer-facing teams.
Demonstrated success building executive customer relationships and delivering measurable customer and business outcomes.
Experience using customer analytics and business insights to drive adoption, retention, value realization and growth.
Proven ability to influence cross-functional teams and drive alignment across Product, Engineering, Sales, Marketing and Customer Support.
Strong analytical, communication and relationship management skills.
Ability to travel by car and/or plane up to 25%.
Valid, unexpired driver's license with satisfactory driving record.
Additional Items of Interest:
Experience supporting healthcare technology, procurement, spend management or supply chain solutions.
Experience leading Customer Success within a high-growth SaaS or technology-enabled business.
MBA or other relevant advanced degree preferred.
Job to be performed in the location listed. Generous benefit package available.
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