Customer Success Manager

Job Summary

A company is looking for a Manager, Customer Success to lead a team of SMB Customer Success Managers.

Key Responsibilities

• Drive Gross Retention Rate (GRR) and manage overall Portfolio Health for the team's book of business
• Design and implement scalable programs to improve retention, expansion, and customer engagement
• Analyze churn data and market trends to proactively adjust team strategy and enhance customer success

Required Qualifications

• Minimum of 3+ years of people management experience in Customer Success or Account Management
• Proven experience influencing retention, churn, or expansion metrics
• Strong ability to coach and develop team members in customer engagement and commercial skills
• Comfortable operating in a data-driven environment to inform strategy and decision-making
• Strong technical skills, including Salesforce.com, Slack, Gong, Tableau, and Google Suite