Customer Success Manager

Job Summary

A company is looking for a Manager of Customer Success.

Key Responsibilities

• Define and iterate engagement models for Enterprise and Scaled tiers to maximize efficiency
• Develop a standardized Account Health Scoring system to identify risk across the account base
• Transition team collaboration from informal channels to a structured knowledge base and formal playbooks

Required Qualifications

• 2+ years of experience managing a Customer Success team or 4+ years as a Senior/Lead CSM
• Proven experience managing both high-touch Enterprise accounts and Scaled/Digital segments
• Experience using data to track health, predict churn, and report on team performance
• Ability to design scalable processes and implement new tools or workflows
• High emotional intelligence with a coaching-first management style