Customer Success Manager

Job Summary

Leading a team of three Account Managers, the full-time remote Customer Success Manager will oversee team performance, manage customer lifecycles, and build strategic relationships to position the company as a trusted partner in addressing homelessness.

Key responsibilities

• Lead and manage the Customer Success team, focusing on performance and development
• Build and maintain strategic relationships with key accounts, ensuring exceptional service delivery
• Oversee customer lifecycle management, including onboarding, health checks, and escalations

Required qualifications

• 2-3 years of people management experience, including coaching and performance management
• 2-3 years in a customer success or account management role within a SaaS environment
• Demonstrated ability to build strategic, trust-based customer relationships
• Proficiency in using account health data to inform decisions and prioritize outreach
• Experience collaborating with cross-functional teams, particularly in growth and product areas