Customer Success Manager

Job Summary

Leading a team focused on enhancing customer engagement, the full-time remote Customer Success Manager II will drive renewal outcomes, develop strategic engagement models, and oversee a high-volume portfolio of mid-market and large commercial customers in the US private sector.

Key responsibilities

• Determine customer segmentation and engagement models to optimize interactions and programs
• Drive retention and expansion by partnering with Sales and ensuring product adoption
• Hire, develop, and manage a team of Customer Success Managers, enhancing team productivity through AI and automation

Required qualifications

• 5+ years of experience in Customer Success or Account Management
• 2+ years of direct people management experience leading teams with a portfolio of 100+ accounts
• Demonstrated experience in building or redesigning scalable customer success models
• Strong analytical skills with the ability to use data for performance management
• Proven ability to lead through ambiguity and fast growth in a high-volume environment