Customer Success Manager

Job Summary

Leading a team of Customer Success Managers, the full-time remote Manager of Scaled Customer Success will oversee a diverse portfolio, develop engagement strategies for both high-touch and high-volume segments, and create a standardized Account Health Scoring system to drive proactive customer retention.

Key responsibilities

• Define and iterate engagement models for Enterprise and Scaled tiers to maximize efficiency
• Develop a standardized Account Health Scoring system to identify risks across the account base
• Transition team collaboration from informal channels to a structured internal 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
• Coaching-first management style with high emotional intelligence