Customer Success Manager
Job Summary
Leading a team of 10 Customer Success Managers, the full-time Manager of Customer Success will oversee a diverse portfolio, develop engagement strategies for Enterprise and Scaled segments, and enhance operational efficiency through data-driven playbooks in a remote environment.
Key responsibilities
- Define and iterate on engagement models for high-touch and tech-touch customer tiers
- Develop a standardized Account Health Scoring system to identify risk across the account base
- Transition team collaboration from informal channels 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
- Proficiency in using data (CRM, BI tools, or Excel) to track health and predict churn
- Experience in designing scalable processes and implementing new tools or workflows
- High emotional intelligence with a coaching-first management style
- Familiarity with Customer Success operations and platforms is a plus
Complete Job Description
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