RSA - Customer Success Manager Leader

A Customer Success Manager Leader plays a critical role in driving customer value at scale by leading a team of Customer Success Managers. This role is responsible for translating customer success strategy into execution, connecting RSA adoption to each customer's business outcomes, and ensuring consistent retention, adoption, and expansion performance across the customer base.

The CSM Manager partners closely with Sales, Product, Services, and Support leadership to build a high-performing team, establish operating rhythms, and create repeatable practices that reduce dependency on senior leadership while improving renewals, adoption, and customer satisfaction.

Principal Responsibilities:

Team Leadership & Coaching

• Lead, coach, and develop a team of Customer Success Managers to drive high performance and accountability.

• Establish a strong coaching culture focused on customer-business curiosity, proactive engagement, and continuous improvement.

• Conduct regular performance reviews, skill development plans, and talent calibration.

Customer Success Strategy & Execution

• Translate organizational strategy into clear team-level operating models, playbooks, and KPIs that connect customer value to business outcomes.

• Ensure consistent execution of customer lifecycle management, including onboarding, adoption, value realization, and renewal.

• Move comfortably between account-level detail and executive-level patterns, risks, and recommendations.

Operational Excellence

• Define and implement operating rhythms (QBRs, account reviews, pipeline health checks, escalation reviews).

• Monitor and manage key success metrics such as adoption, utilization, health scores, churn risk, and renewals.

• Build and scale repeatable playbooks for onboarding, adoption acceleration, risk mitigation, and value realization.

Customer Outcomes Ownership

• Own team-level performance across:

• Adoption & utilization

• Customer health

• Renewals and retention

• Escalation management

• Ensure proactive identification and management of at-risk accounts with clear action plans grounded in the customer's business context.

Cross-functional Collaboration

• Partner with Sales leadership to align on account strategy, renewals, and expansion opportunities.

• Work closely with Product and Engineering to represent customer feedback and influence roadmap priorities.

• Align with Support and Services teams to ensure seamless customer experience.

Executive Engagement

• Build and maintain relationships with senior customer stakeholders by understanding what they are trying to accomplish as a business.

• Support executive-level business reviews and strategic account discussions with clear insight, not just status updates.

• Act as an escalation point for critical customer situations.

Change Leadership & Transformation

• This is an evolving motion for RSA; the leader must be a hands-on builder who can create structure, model the customer engagement motion, and operate with limited dependency on senior leadership.

• Drive adoption of new processes, tools, and frameworks by leading from the front and coaching the team through real customer situations.

• Foster resilience and adaptability during periods of change.

Required Skills & Qualifications

• 7+ years of experience in customer success, account management, or related post-sales roles

• 2+ years of people management experience leading customer-facing teams

• Proven ability to drive measurable outcomes (adoption, renewals, customer satisfaction)

• Strong leadership presence with the ability to influence cross-functional stakeholders and model the right customer engagement behaviors

• Excellent communication skills with experience engaging executive audiences

• Data-driven mindset with experience leveraging dashboards, KPIs, and reporting

• Strong program management and operationalization capabilities

• Experience in cyber security, SaaS, or enterprise technology environments

CSM Manager Must-Have Capabilities

• Strong coaching mindset with the curiosity to understand each customer's business, not just product usage

• Ability to translate strategy into operating rhythms, KPIs, and playbooks

• Executive communication and Sales partnership maturity

• Builder-owner profile with change leadership experience and the ability to take pressure off senior leaders by operationalizing new motions.

Pay Range (On-Target-Earnings) $129,080- $215,110

Full-time, non-Sales US employees are also eligible for annual discretionary bonuses that are funded based on prior year company performance. RSA Sales team members are eligible to participate in company commission plans.

In addition, RSA offers its eligible US employees a comprehensive array of benefit programs including flexible paid-time-off, health, disability, and life insurance, and a 401(k) retirement plan with company matching contributions.