Manager, Customer Success - Americas

Role overview

A first Customer Success manager is needed to lead, coach, and grow a team of three CSMs covering North America and LATAM at a fast-growing B2B SaaS company. This player-coach role sets the direction for how the team runs its book, builds playbooks that scale, and partners with Renewals, Sales, Support, Solutions Engineering, and Product to drive adoption, value realization, customer health, and expansion signals.

Responsibilities

- Manage and coach CSMs through weekly 1:1s, account reviews, and call shadowing; build individual growth plans. - Run a regular call-review and feedback practice, including scoring onboarding kickoffs against a CSM rubric. - Hire, onboard, and ramp new CSMs as the team grows. - Define what great looks like for a CSM: cadences, success plans, QBRs/EBRs, and escalation paths; balance books across territories and segments. - Own playbooks for strategic accounts and help shape a digital-led motion for smaller accounts. - Hold the team accountable for adoption, usage against entitlement, and customer health; spot risk early and partner with Renewals so no renewal is a surprise. - Partner with Sales on usage and product expansion, including CSM-sourced opportunities; step into key customer relationships and escalations when needed. - Use CS dashboards and platforms to guide where the team focuses; bring the customer voice to Product through clear, prioritized feedback.

Requirements

- 5+ years in Customer Success at a B2B SaaS company, with 2+ years managing or formally leading CSMs. - A track record of coaching CSMs to grow, with examples of people developed or promoted into bigger roles. - Hands-on experience running a book of mid-market and enterprise accounts, including executive-level relationships. - Comfort with a technical product and technical buyers; ability to hold your own with network and infrastructure engineers. - Experience building playbooks, cadences, and metrics from scratch at a growing company. - Strong data judgment: using health, usage, and support signals to decide where the team spends time. - Clear, direct written and verbal communication in a fully remote team. - Based in the Americas, able to work across North American time zones. - Experience with SaaS companies focused on network automation or infrastructure and DevOps tooling.

Nice to have

- Exposure to NetBox. - Background with open-source or product-led companies where community and commercial motions overlap. - Familiarity with HubSpot and Pylon or similar CRM, CS, and support platforms. - Experience supporting LATAM customers; Spanish or Portuguese a plus. - Experience designing digital-led or scaled CS programs alongside high-touch coverage.