Customer Success Manager

Job Summary

Leading a team of Customer Success Managers, the full-time Manager of Customer Success will own revenue performance, retention outcomes, and operational rigor while working remotely to build scalable playbooks and drive expansion across a B2B SaaS platform.

Key responsibilities

• Manage gross and net retention forecasting, expansion pipeline, and churn mitigation while presenting risk reviews to leadership
• Design and operationalize repeatable motions for customer adoption, health interventions, and renewals
• Recruit, coach, and manage a high-performing team of CSMs, ensuring strategic account management standards are met

Required qualifications

• 5+ years of experience in Customer Success at a B2B SaaS company, with at least 2 years in a leadership role
• Demonstrated accountability for revenue metrics such as NRR, GRR, and expansion ARR
• Hands-on experience with retention and expansion forecasting and pipeline mechanics
• Proven ability to develop and mentor Customer Success Managers through performance frameworks
• Experience designing and operationalizing Customer Success playbooks from scratch