Customer Success Manager

Job Summary

Leading a high-impact team remotely, the full-time Manager of Customer Success will drive adoption, value realization, renewal, and expansion for strategic enterprise accounts in the Eastern region, while ensuring team performance and operational excellence.

Key Responsibilities

• Own renewal, churn, and expansion outcomes for the Strategic East portfolio, collaborating closely with Sales and Renewals leadership
• Recruit, onboard, and develop a high-performing Customer Success team aligned with company values
• Implement and continuously improve standard processes and playbooks for customer adoption and value realization

Required Qualifications

• 10+ years in Customer Success, Account Management, or related customer-facing roles in B2B SaaS/enterprise software
• 2+ years of experience leading or mentoring Customer Success Managers or similar roles
• Strong understanding of subscription/ARR business models, renewals, and expansion mechanics
• Demonstrated experience driving customer adoption and value realization with complex, multi-stakeholder enterprise accounts
• Proven ability to interpret data and convert insights into actionable strategies