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Direct Supply · 16 hours ago

Manager, Customer Success

Milwaukee, WI

Full-time

Onsite

Mid, Senior Level

5+ years exp

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 – DS Smart position, you'll lead the day-to-day operations and strategic direction of the DS Smart Customer Success team, coaching a growing team to drive customer onboarding, adoption, retention, and expansion.

E-CommerceHealth CareHospitalMedical

Responsibilities

Lead the DS Smart Customer Success team, overseeing daily operations, development, and performance management

Own and continuously refine workflows that drive onboarding, adoption, retention, and customer satisfaction

Leverage data to measure team success, monitor KPIs, and improve productivity and outcomes

Champion the use of technology—including AI and automation—to streamline manual tasks and accelerate customer value

Collaborate with Product, Engineering, Sales, Operations, and other teams to drive alignment and resolve escalations

Drive results-focused outcomes including fast onboarding, strong 12-week adoption, churn reduction, and scalable customer growth

Qualification

CRM expertiseCustomer Success leadershipProcess improvementAITechnology applicationWorkflow designCoaching capabilitiesCommunication skillsCross-functional collaboration

Required

5+ years in Customer Success, Customer Experience, or a related customer-facing function

2+ years of people leadership experience

Proven success driving measurable customer outcomes

Strong background in process improvement and workflow design

Proficiency in CRM tools and customer engagement platforms

Excellent communication and coaching capabilities

Ability to travel by car and/or plane up to 10–15%

Valid, unexpired driver's license with satisfactory driving record

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

Applies AI and Technology – Identifies opportunities to boost efficiency and add value using AI and tech. Embraces and applies digital innovations and tech solutions to build business. Eagerly learns and integrates new technologies where they matter most

Champions Innovation – Propels teams to unlock value with cutting-edge, tech-enabled innovations. Stays ahead of the tech curve, ready to embrace the next big thing. Leads with an entrepreneurial mindset and takes calculated risks

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

Demonstrated ability to lead cross-functional initiatives that optimize operational performance and partner collaboration

Strong skills in workflow design and process improvement, ensuring scalable and repeatable success

Deep technical expertise in CRM and customer success platforms to enhance engagement and reporting

Proven ability to coach and develop high-performing teams, reinforcing feedback, recognition, and career growth