Customer Success Manager

Job Summary

Leading a team of Enterprise Customer Success Managers, the remote Manager, Customer Success will coach and develop high-performing professionals while managing strategic accounts, tracking retention and growth metrics, and collaborating cross-functionally to enhance customer experience.

Key responsibilities

• Lead, coach, and develop a team of 5-8 Enterprise CSMs, setting expectations and conducting regular performance reviews
• Own the health of the Americas portfolio, utilizing data to monitor retention, adoption, and expansion metrics
• Partner with cross-functional teams to create coordinated account strategies and represent customer needs in internal planning

Required qualifications

• A university degree or equivalent, with a minimum of 8 years of relevant experience in customer success or account management within enterprise software or SaaS
• Direct experience managing or leading a team of Customer Success Managers or similar roles
• Proven ability to engage with executive stakeholders, including VPs and C-suite executives
• Strong commercial judgment, with the capacity to analyze portfolio health and translate insights into actionable strategies