Customer Success Manager

Job Summary

Leading a team of 5-7 Customer Success Managers, the full-time remote Manager, Customer Success will drive retention and growth outcomes, coach team members through performance feedback, and translate organizational priorities into actionable goals.

Key responsibilities

• Lead structured 1:1s and development conversations with team members to uphold performance standards
• Own retention and growth outcomes, engaging directly on escalations and high-value accounts
• Surface insights and propose solutions to senior leadership based on team performance and patterns

Required qualifications

• 2-3 years of people management experience in a B2B SaaS Customer Success environment
• Proven track record of commercial accountability related to GRR/NRR targets
• Experience leading teams through organizational changes and ambiguous environments
• High autonomy with the ability to operate without day-to-day direction
• Genuine fluency in AI applications relevant to Customer Success operations