Customer Success Manager

Job Summary

Managing a high-performing Customer Success team across DACHEE, the full-time Manager of Customer Success will be responsible for team performance, building operating models, and driving commercial capabilities while fostering a revenue-generating mindset within the organization.

Key responsibilities

• Oversee team performance metrics, including retention, expansion, and customer health throughout the post-onboarding lifecycle
• Develop and implement the team's operating rhythm, including goal-setting, performance reviews, and accountability structures
• Coach and mentor team members to enhance their commercial conversation skills and overall capability in customer success

Required qualifications

• Proven experience managing Customer Success or Customer Experience teams in a SaaS environment with a focus on commercial outcomes
• Background in sales or a commercially structured Customer Success function, emphasizing revenue generation
• Experience in building or overhauling Customer Success processes and operating models in a scale-up context
• Data fluency with the ability to analyze performance trends and translate insights into actionable strategies
• AI Fluency Level 4 or equivalent experience in developing AI-powered tools or systems for customer success