Manager II, Customer Success

Role overview This role leads a high-volume Customer Success team serving mid-market and large commercial accounts across US private-sector industries. The position is less about traditional CS management and more about building the operating model: designing segmentation, scaling digital and AI-driven engagement, and coaching the team from activity-based to outcome-based work. It is a remote US role and requires someone who treats retention as a primary operating lens, not a metric to report on after the fact.

Responsibilities - Define customer segmentation and engagement tiers that combine targeted human touches with scalable digital programs. - Own renewal outcomes for the portfolio, including proactive risk identification and mitigation at scale. - Partner with Sales on expansion plays and co-develop growth motions within existing accounts. - Hire, develop, and manage a team of CSMs each carrying portfolios of roughly 100+ accounts. - Drive measurable productivity gains per CSM through automation, lifecycle workflows, AI tools, and smarter integrations. - Lead critical customer escalations personally and serve as the senior cross-functional partner with Sales, RevOps, Marketing, Product, and Business Technology.

Requirements - Proven leadership experience managing Customer Success teams handling large account volumes. - Track record of improving retention, adoption, and team efficiency through programs and tooling rather than headcount. - Strong cross-functional collaboration skills across Sales, Product, Marketing, and RevOps. - Comfort working with data, dashboards, and AI-driven workflows to guide decisions. - Eligibility to work remotely in approved US states.

Nice to have - Experience designing or rebuilding segmentation and engagement models. - Background operating in IoT, telematics, video-based safety, or industrial SaaS environments. - Familiarity with public-company operating rhythms and long-term planning cycles.