Customer Success Manager

Job Summary

As a full-time remote Manager of Customer Success, the successful candidate will lead and mentor the Customer Success team, develop customer health metrics, and create scalable processes to enhance customer satisfaction and retention.

Key responsibilities

• Manage and mentor the current Customer Success Manager while planning and training a high-performing team
• Engage directly with customers through onboarding, training, and handling escalations until the team is fully established
• Set strategic goals and KPIs for the team, developing metrics to measure customer health and drive improvements

Required qualifications

• 8+ years of experience in Customer Success, Account Management, or a related role at a B2B SaaS or tech company, including 2+ years in a management position
• Experience in building scalable Customer Success systems, such as health scoring and lifecycle automation
• Proven track record of owning KPIs and driving measurable improvements
• Hands-on experience in creating reports and dashboards for customer health monitoring
• Strong data-driven decision-making skills with the ability to balance intuition and analysis