Customer Success Manager

Job Summary

Leading a team of Customer Success Managers, the full-time remote Manager, Customer Success will guide customers through their lifecycle from post-Onboarding to expansion, ensuring they achieve measurable business outcomes while driving team performance and operational excellence.

Key responsibilities

• Lead, coach, and develop a team of Customer Success Managers, setting clear expectations and driving daily execution
• Manage escalations and complex account situations, providing hands-on support and guidance to CSMs and customers
• Own team-level outcomes including retention, product adoption, and customer health scores, reporting on progress against targets

Required qualifications

• 6+ years in a customer-facing role within high-velocity SaaS Customer Success or Account Management
• 3+ years of direct people management experience in a Customer Success or Account Management organization
• Experience working with supply chain, manufacturing, commerce, or retail customers
• Strong operational acumen and a metrics-based management style
• Bachelor's degree or equivalent practical experience