Manager, Customer Success

Role overview

Lead a team of customer success professionals responsible for helping enterprise software customers adopt products, realize value, and renew or expand their relationships. The manager sets team direction and operating practices, develops team members, and works across sales, renewals, support, product, and services to improve customer outcomes and recurring revenue.

Responsibilities - Manage renewal, churn, and expansion results for the team’s customer portfolio in partnership with sales and renewals colleagues. - Ensure priority customers have success plans with defined outcomes, owners, and timelines; coordinate recovery plans for at-risk accounts. - Use account segmentation, product usage, customer health indicators, satisfaction scores, and support signals to prioritize outreach. - Hire, onboard, coach, and develop team members through clear goals, regular one-to-ones, performance reviews, and career plans. - Create and refine playbooks for adoption, value realization, and churn prevention; maintain effective use of customer success tools and accurate account records. - Coordinate account strategy and escalations across internal teams, and oversee forecasting and reporting for renewals, risks, and growth opportunities.

Requirements - Experience in customer success, account management, consulting, or a related customer-facing role in B2B SaaS or enterprise software. - Experience leading, mentoring, and developing a team. - Ability to manage customer outcomes and revenue-related goals, including renewal risk and expansion opportunities. - Strong analytical skills and experience using customer, product, or account data to guide priorities. - Clear communication and cross-functional collaboration skills, with sound judgment in escalations and customer conversations. - Ability to build repeatable team processes, maintain reliable forecasts, and hold people accountable with constructive feedback.

Benefits and work setup The organization describes a flexible, collaborative work environment. Benefits include paid time off and holidays, parental leave, healthcare options, retirement programs, education reimbursement, and commuter support in some locations. Employee resource groups and team events are also mentioned.