WHAT YOU'LL DO:- Hands-On Business Leadership
- Develop a deep understanding of our customers and what drives their success; build scalable processes, playbooks, and automations to deliver consistent value.
- Own territory planning for CSMs, balancing current priorities with a forward-looking view of business and talent needs.
- Establish a strong operating cadence that keeps the team focused on top customer priorities and surfaces risks early.
- People Management
- Attract, develop, and empower top talent; provide clear feedback, coaching, and growth plans to build a high-performance team.
- Drive productivity by embedding automation and scalable practices that allow the team to focus on high-value customer outcomes.
- Stakeholder Partnership
- Build trusted partnerships with Sales, Product, and Support to ensure Customer Success is aligned across the business.
- Serve as the voice of the customer internally, advocating for customer needs and helping remove obstacles.
- Navigate complex and sometimes challenging conversations with clarity, empathy, and accountability.
- Operational Excellence
- Establish predictable operating rhythms that provide visibility into onboarding, value realization, renewals, and customer risk.
- Use data to identify trends, drive insights, and continuously raise the bar on individual and team performance.
Skills & Requirements
WHAT WE ARE LOOKING FOR:- 5+ years of experience in Customer Success or Account Management within Enterprise SaaS business
- Prior experience as an individual contributor, with proven success in retention and expansion
- Experience leading a CS or Account Management team in a scaled or digital-led engagement model
- Strong coaching and people management skills in structured, playbook-driven environments
- Commercially minded, with the ability to coach teams on value storytelling and expansion opportunities
- Data-driven and operationally strong, with a keen eye for process improvement
- Exceptional communication and executive presence
- Experience with CS platforms and automation tools (e.g., Gainsight, ChurnZero); implementation experience is a plus
- Bachelor's degree required; MBA or advanced degree is a plus
BENEFITS:- Competitive salaries with potential commission
- Great benefits package (401k, health, vision, dental, PTO, Paid Holidays. . .)
- Fully Remote in North America - USA or Canada
The salary range for this position is expected to be $135,000-$175,000 per year. Actual compensation will be determined on factors such as location, relevant experience, skills, and other qualifications. This range represents the expected OTE for this role; additional compensation may include equity, and/or other benefits.
