Customer Success Manager

Job Summary

Leading a team of 4 to 7 Customer Success Managers, the full-time remote Manager of Customer Success Management will drive measurable customer value across a large portfolio by operationalizing customer success strategies, ensuring retention, and fostering team development.

Key Responsibilities

• Lead, coach, and develop a team of pooled Customer Success Managers while managing workload distribution and capacity
• Operationalize the Customer Value Framework through standardized plays and ensure consistent lifecycle coverage for all customers
• Own retention performance for the portfolio, collaborating with Renewals and Sales leadership on strategies for renewal and expansion

Required Qualifications

• 5+ years of experience in B2B SaaS, with at least 3 years in Customer Success or account management
• 2+ years of experience managing or leading Customer Success teams
• Experience in operating a pooled or scaled coverage model
• Strong understanding of renewal strategy and risk identification at scale
• Proven ability to design repeatable processes and improve operational standards