Customer Success Manager

Job Summary

Leading a team of Customer Success Managers, the full-time remote Manager of Customer Success will oversee diverse client portfolios, develop an Account Health framework, and transition team collaboration from informal to structured processes while driving proactive customer retention strategies.

Key responsibilities

• Define and iterate engagement models for high-touch and tech-touch customer segments to maximize efficiency
• Develop a standardized Account Health Scoring system to identify risk across the account base
• Transition team collaboration 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 tools to track health, predict churn, and report on performance
• Ability to design scalable processes and implement new tools or workflows
• High emotional intelligence with a coaching-first management style