Customer Success Manager

Job Summary

Leading the evolution of Customer Success, the full-time remote Head of Customer Success will redefine the CSM function to focus on app growth, manage strategic accounts, and coach a team of CSMs to become growth partners for clients.

Key responsibilities

• Build the CSM operating system, including customer tiers, account plans, and health signals
• Lead and coach the CSM team to deepen their understanding of customer apps and growth opportunities
• Ensure top accounts have clear strategies, goals, and next steps for product adoption and growth

Required qualifications

• 8-12+ years of experience in Customer Success or related customer-facing roles
• 4+ years of experience managing and scaling customer-facing teams
• Proven ability to influence renewal, expansion, and account health outcomes
• Experience building customer segmentation and account planning systems
• Strong technical fluency relevant to a product-led, developer-facing company