Manager, Digital Customer Success

Role overview

A people-leader role managing a team of digital customer success managers serving as the primary post-sale contact for a large segment of customers using a developer-focused SaaS platform. The position blends team development, scaled program design, and direct commercial accountability within a fast-paced, high-growth environment.

Responsibilities

- Recruit, coach, and develop a high-performing team of CSMs delivering consistent customer outcomes - Partner across the GTM ecosystem to build and operationalize playbooks and scaled programs tailored to the digital customer segment - Drive proactive engagement by acting on leading indicators such as onboarding progress, product adoption, risk signals, and expansion potential - Run forecast and pipeline reviews organized around NDR, expansion, and other key performance metrics - Serve as senior advocate for strategic and high-impact customers, overseeing escalations and surfacing insights internally

Requirements

- 4+ years in a customer-facing role, including at least 2 years in a leadership or team lead position within customer success, account management, or a similar field - Experience owning renewals and being accountable for a retention quota, with training in Command of the Message, MEDDIC, or similar sales methodologies - Demonstrated data orientation, using metrics to inform decisions about talent, programs, and team effectiveness - Background building scalable customer programs that move broad cohorts of accounts using signals and tailored collateral - Comfort leveraging AI tools to scale proven processes while keeping customer insights accurate and actionable - Familiarity with technical products, ideally including DevOps tooling and working with developer or technical personas - Strong project management skills with experience holding cross-functional teams accountable to timelines

Benefits and work setup

- Target base pay for Level M2 starts at $121,800 for Zone 1 locations including San Francisco/Bay Area, NYC metro, Boston, and Seattle, with zone-based variations - Inclusive culture with employee resource groups and equal opportunity employer practices - Accommodations available for candidates with disabilities throughout the hiring process