Customer Success Manager

Job Summary

To drive customer retention and team performance, the full-time remote Customer Success Manager will build and lead a high-performing team focused on achieving growth and expansion targets while actively engaging in account strategy and coaching.

Key Responsibilities

• Own team-level GRR, NRR, and expansion targets, ensuring accountability for performance across all direct reports' portfolios
• Maintain visibility of the team's renewal pipeline and at-risk accounts, proactively identifying and mitigating commercial risks
• Conduct regular 1:1s with team members, providing actionable feedback and developing individual growth plans aligned with career goals

Required Qualifications

• 8-12 years of experience in Customer Success, Account Management, or Customer Growth in B2B SaaS
• Demonstrated track record of excellence as an individual contributor in a senior Customer Success role
• Prior people management experience with direct reports in a customer-facing function
• Strong commercial literacy with fluency in metrics such as NRR, GRR, and churn
• Experience managing team performance and driving accountability across individual contributors