Customer Success Manager

Job Summary

Leading a team of Customer Success Managers, the full-time Manager of Customer Success will drive customer retention and growth while developing strategies for renewals and expansion opportunities, with the position located in either Phoenix, AZ or Des Moines, IA.

Key responsibilities

• Own and drive the overall Gross Renewal Rate (GRR) of the team's customer portfolio
• Lead, coach, and mentor a team of Customer Success Managers to deliver high-quality customer experiences
• Analyze customer health data to anticipate risks and implement corrective actions to optimize the customer journey

Required qualifications

• Bachelor's degree in Business, Communications, Human Relations, or related field
• 5+ years in Customer Success or Account Management, with at least 2 years in a leadership role
• Background in SaaS, Human Resources, Payroll, or Construction Management industries
• Proven track record managing a full book of business, including renewals and expansion
• Proficiency with customer success and CRM platforms (e.g., ChurnZero, Gainsight, Salesforce)