5+ years in Customer Success, Account Management, or Sales, with 2+ years managing a revenue-owning team.
Proven success in leading teams that exceed GRR, NRR, and expansion targets.
Strong commercial instincts with a history of coaching others to improve.
Experience in building processes that enhance a CS organization.
High standards and accountability with a coaching style that boosts team performance.
Executive presence with customers and senior leadership.
Responsibilities
Coach and develop your team through deal reviews and actionable feedback.
Drive team performance by managing GRR, NRR, and expansion goals.
Act as a player-coach in complex renewals and expansions.
Build and improve the CS playbook for renewals and forecasting processes.
Collaborate cross-functionally to enhance customer experience and GTM strategy.
Benefits
Top-of-market compensation with meaningful equity.
Daily meals provided, including breakfast, lunch, and dinner for late workers.
Comprehensive healthcare with 100% employer-paid medical coverage for employees.
$2,000 annual wellness stipend for physical, mental, and financial well-being.
$300/month commuting stipend for US employees.
Comprehensive private medical insurance for UK employees with full outpatient cover.
£1,500 annual wellness stipend for UK employees.
£3,500/year commuting stipend for UK employees.
Full Job Description
About the Role
This 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.
Perks & Benefits for all Full Time Employees
Top-of-market compensation with meaningful equity, because everyone should share in our success.
Daily meals provided: breakfast catering, lunch order via DoorDash corporate, and for those who like to work late, dinner if staying after 7pm
For US Employees:
Comprehensive healthcare with 100% employer-paid medical coverage for employees (PPO Platinum plan with $0 deductible). 90% employer contribution for dependents. Dental & Vision: 90% employer covered; 85% for dependents.
$2,000 annual wellness stipend to support your physical, mental, and financial well-being.
$300/month commuting stipend to help cover the cost of getting to and from the office.
For UK Employees:
Comprehensive private medical insurance with £0 excess, full outpatient cover, comprehensive cancer care, mental health treatment, and 24/7 GP access.
£1,500 annual wellness stipend to support your physical, mental, and financial well-being
£3,500/year commuting stipend to help cover the cost of getting to and from the office.
