The RoleThis is a front-line manager role for a CS team that owns the full revenue motion: expansions and renewals across a book of mid-market and enterprise customers. You'll manage a team of CSMs who are part consultant, part account manager, part AI workflow expert, and you'll be the person who makes them great. Expect to be in deals, on calls, and in the weeds with your team when it matters. You'll also be a builder. We're writing the CS playbook as we fly the plane and we need a manager who has a point of view on what great looks like and the drive to make it real. You report directly to the VP of CS.
You'll define what customer success looks like in an AI-first world at a hypergrowth company becoming a category leader. The foundation is already in place: customers love the product, relationships are strong, and commercial results speak for themselves. Your opportunity is to scale that into a world-class CS organization alongside a low-ego, collaborative team, working directly with a VP of Customer Success who previously built leading CS organizations at Gong, Slack, and Zendesk.
You Will:- Coach and develop your team: Run deal reviews, listen to calls, and deliver direct, actionable feedback that elevates performance.
- Own team performance: Drive GRR, NRR, and expansion goals through accurate forecasting and strong pipeline management.
- Be a player-coach: Jump into complex renewals and expansions, helping CSMs navigate stakeholders, pricing, and negotiations.
- Build the playbook: Continuously improve renewal, expansion, QBR, success planning, and forecasting processes.
- Partner cross-functionally: Collaborate with Sales, Product, and leadership to improve the customer experience and shape GTM strategy.
You Have:- 5+ years in Customer Success, Account Management, or Sales, including 2+ years managing a revenue-owning team. We care more about what you've built than your title.
- Proven success leading teams that consistently exceed GRR, NRR, and expansion targets.
- Strong commercial instincts with a track record of coaching others to improve.
- A builder who has introduced processes and programs that measurably improved a CS organization.
- High standards, high accountability, and a coaching style that elevates team performance.
- Executive presence with customers, cross-functional partners, and senior leadership.
Location: In or willing to relocate to SF (in-person 5 days a week)
Compensation: Base + Commission for 215 - 315K OTE target, depending on experience. Generous benefits, including medical, dental, and vision. Lunch stipend.
