Job Description - Manager of Customer Success
Reports To: Director of Customer Success
Department: Customer Success
Location: Remote
Position Type: Full-Time
Position Summary
TheManager of CustomerSuccessplays a critical leadership role in supporting the execution of our customer success strategy.Reporting to the Director of Customer Success, this roleoperatesas a player-coach, balancingleading a teamwith direct ownership of a strategic book of business.
This individual will manage their own portfolio of customers while also serving as an escalation point and mentor for the broader Customer Success team. The ideal candidate thrives in a fast-paced SaaS environment, enjoys developing people, and excels at driving outcomes through both strategy and hands-onexecution.
Key Responsibilities
Team Leadership & Enablement
- Support the Director of Customer Success in managing, coaching, and developing Customer Success Managers (CSMs).
- Serve as a primary escalation point for team members,assistingwith complex customer challenges, at-risk accounts, and executive-level concerns.
- Provideday-to-day guidance, mentorship, and best-practice reinforcement to ensure consistency and quality across customer engagements.
- Assistwith onboarding, training, and ongoing enablement of Customer Success team members.
- Help drive performance management,goal-setting, and accountability across the team.
Customer Strategy & Execution
- Manage and grow a defined book of business,maintainingdirect responsibility for customer health, retention, and expansion.
- Build andmaintainstrong relationships with customer stakeholders, including executive decision-makers within assigned accounts.
- Partner with the Director to execute customer success strategies focused on retention, expansion, loyalty, and advocacy.
- Proactivelyidentifyrisks and growth opportunities within assigned accounts and across the broader customer portfolio.
- Review customer feedback, trends, and feature requests, and collaborate with Product to help inform prioritization.
Operational Excellence & Insights
- Analyze customer health, engagement, retention, and revenue metrics toidentifyrisks and growth opportunities.Helpteamdeliver QBRs.
- Help refine customer success processes, playbooks, and best practices to drive scalability and consistency.
- Prepare reports, insights, and updates on customer success performance for leadership and cross-functional partnersandmeasuringagainstKPIs.
- Share team wins, learnings, and challenges with internal stakeholders to promote alignment and transparency.
Cross-Functional Collaboration
- Collaborate closely with Sales, Marketing, Product, Support, and Implementation teams to ensure a seamless customer journey.
- Assistin aligning customer success initiatives with company-wide goals and priorities.
What We're Looking For (Minimum Qualifications)
- Bachelor's degree or equivalent experience in business, marketing, ora relatedfield.
- 2+ years of experience in Customer Success, Account Management, or a related SaaS role.
- 3+ years of experience in apeopleleadershiprole.
- Demonstrated success managingan enterprisecustomer book of business with measurable retention and growth outcomes.
- Strong communication, presentation, and interpersonal skills with the ability to engage stakeholders at all levels.
- Excellent analytical and problem-solving skills; comfort working with data to inform decisions.
- Experience working cross-functionally in a fast-paced, growth-oriented environment.
- Strategic mindset paired with a hands-on, execution-focused approach.
Working Conditions
- Manual dexterity required to use desktop computer and peripherals.
- Utilization of software and email to perform job functions.
Compensation and Benefits
- Competitive salary and comprehensive benefits package.
- Medical insurance premiums are covered in full for the employee (Medical, Dental and Vision)
- 401K with competitive company matching.
- Personal time off, sick leave, and holidays.
- Company will provide laptop and other needed computer equipment.
