Manager, Customer Resilience Management - Customer Success

Role overview

A data security and resilience company is hiring a Manager to lead a team of Customer Resilience Managers (CRMs) responsible for the post-sales journey across a portfolio of large enterprise accounts. The role combines people leadership, strategic account oversight, and cross-functional collaboration to drive onboarding, adoption, growth, and renewals.

Responsibilities

- Lead, coach, and develop a team of CRMs managing large enterprise accounts through the full customer lifecycle. - Drive strategy for managed accounts and coordinate cross-functionally to improve processes and organizational efficiency. - Own accountability for onboarding, adoption, growth, and renewal outcomes, ensuring proactive health management rather than reactive firefighting. - Drive renewals across the portfolio, engaging early to secure commitments and prevent churn. - Ensure product activation and usage targets are met, closing adoption gaps through the team. - Review and quality-check customer-facing deliverables such as success plans, performance benchmarks, RCA documents, and account awareness reports. - Partner with Sales on growth strategies and with cross-functional teams including Marketing, Operations, Engineering, QA, and IT to improve customer satisfaction. - Manage operational excellence, including account distribution, workload balancing, hiring, training, performance management, and career pathing. - Define team goals and KPIs such as net and gross revenue retention, CSAT, renewal rate, and escalation volume, and report portfolio health to senior leadership. - Own escalation management, including direct engagement with customer executives when issues rise above the CRM level.

Requirements

- Bachelor's degree in a computer-related discipline preferred. - Ten or more years of experience in customer success or technical account management in a technology company. - Three or more years leading people and building high-performing teams. - Excellent written and verbal communication skills, with strong planning, decision-making, and process-improvement abilities. - Demonstrated ability to build working relationships at all levels of management and across functions. - Proven track record of strategic problem-solving, plus willingness to work across time zones and travel as needed for customer or team needs.

Benefits and work setup

- People leadership role with direct impact on retention and growth metrics for a portfolio of named enterprise accounts.