Customer Success Manager

Job Summary

Managing the performance and development of a high-volume team, the full-time Scaled Retention Customer Success Manager will oversee customer success initiatives, drive retention strategies, and enhance the customer experience in a remote-first environment.

Key responsibilities

• Own team performance through regular reviews and assessments for a team of up to eleven Scaled Customer Success Managers
• Manage escalation processes and ensure proactive engagement with customers to maintain service quality and satisfaction
• Drive onboarding and development of new hires, establishing effective operational practices from day one

Required qualifications

• Experience managing a high-volume customer success or account management team, preferably in B2B SaaS or fintech
• Proven ability to implement proactive strategies rather than reactive responses
• Strong coaching skills with a focus on developing team members
• Comfort in navigating ambiguous and fast-paced environments
• Familiarity with CRM and customer success tools, with Gainsight experience being a plus