Qualifications

• 5-7 years in Customer Success roles with 3+ years managing teams, focusing on SMB and mid-market.
• Demonstrated success in achieving retention and growth targets within a B2B SaaS context.
• Strong operational experience in developing playbooks, KPIs, and scalable processes.
• Proficient in people management, with a track record of hiring and coaching high-performing teams.
• Data-driven with an emphasis on customer metrics and operational insights.
• Excellent communicator with strong stakeholder management abilities.
• Adaptable to fast-paced environments with strong prioritization skills.

Responsibilities

• Lead and develop a team of 4-5 Customer Success Managers focused on mid-market and SMB accounts.
• Own and drive retention, expansion, and health metrics for assigned customer segments.
• Segment accounts and allocate resources strategically to minimize churn and maximize growth.
• Design and implement scalable playbooks for customer onboarding, adoption, churn prevention, and renewals.
• Collaborate with Sales, Product, Customer Support, and Marketing to enhance go-to-market strategies and product feedback.
• Coach CSMs on achieving compelling business outcomes for customers.

Benefits

• Opportunities for professional development and coaching.
• Collaborative work environment with cross-functional partnerships.
• Focus on building repeatable success programs that yield predictable outcomes.