Manager, Customer Success

Introduction

We're seeking an experienced Manager of Customer Success Management to lead a high-performing team of Customer Success Managers. In this role, you'll oversee a portfolio of ~30M in ARR while developing and mentoring a team of 5-7 CSMs. You'll be responsible for driving customer retention, expansion, and value while serving as a strategic partner to both customers and internal stakeholders.

Job Responsibilities

Team Leadership & Development

• Manage, mentor, and develop a team of 5-7 Customer Success Managers, fostering a culture of excellence and continuous improvement

• Coach CSMs on both personal and professional growth, providing regular feedback, performance reviews, and career development guidance

• Build and maintain a high-performing team through effective hiring, onboarding, and retention practices

• Set clear goals and KPIs for team members, tracking progress and driving accountability

Portfolio Management

• Oversee a portfolio of $30M in ARR, ensuring consistent revenue retention and growth

• Develop and execute strategic account plans in partnership with CSMs to maximize customer value and outcomes

• Monitor portfolio health metrics including NRR, GRR, product adoption, and customer satisfaction scores

Forecasting & Analytics

• Deliver accurate forecasts for renewals, expansion, and churn across the managed portfolio

• Analyze trends and insights to proactively identify risks and opportunities

• Leverage data to drive decision-making and inform strategic initiatives

Executive Engagement

• Serve as executive sponsor for strategic accounts, building C-level relationships and driving business outcomes

• Act as primary point of escalation for complex customer issues, ensuring swift and effective resolution

• Conduct executive business reviews and strategic planning sessions with key customers

Cross-Functional Collaboration

• Partner with Sales, Product, Support, and other teams to ensure seamless customer experience

• Advocate for customer needs internally, influencing product roadmap and go-to-market strategies

• Drive alignment on customer initiatives and process improvements across departments

Strategic Projects & Initiatives

• Lead or participate in projects that support team effectiveness and business growth

• Develop and refine customer success playbooks, processes, and best practices

• Drive initiatives to improve customer onboarding, adoption, expansion, and advocacy programs Knowledge and Experience

---

• 5+ years of experience in Customer Success, Account Management, or related customer-facing roles

• 2+ years of people management experience, with proven track record of developing high-performing teams

• Experience managing portfolios of $20M+ in ARR

• Strong analytical skills with ability to forecast and interpret customer data

• Excellent executive presence and communication skills, comfortable engaging with C-suite stakeholders

• Demonstrated ability to manage escalations and resolve complex customer issues

• Track record of driving customer retention, expansion, and satisfaction

• Experience implementing customer success strategies, tools, and processes

• Bachelor's degree or equivalent experience

What Success Looks Like

• Achieving or exceeding renewal and expansion targets across your portfolio

• Building a team culture of accountability, collaboration, and customer-centricity

• Improving key metrics such as NRR, customer health scores, and CSAT

• Establishing trusted advisor relationships with executive stakeholders at key accounts

• Driving measurable improvements in team performance and customer outcomes Education

---

Bachelor's degree

Competencies

Developing Talent Inspiring and Motivating Others Managing Meetings Managing Performance Serving Customers