Customer Success Manager
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Job Summary
Leading a team focused on customer retention and satisfaction, the full-time remote Manager of Customer Outcome Management will develop and mentor Customer Outcome Managers, oversee account health, and identify expansion opportunities within the post-implementation customer base.
Key responsibilities:
- Recruit, develop, mentor, and manage the Customer Outcome Manager team
- Own retention, adoption, and satisfaction outcomes across the COM book of business
- Monitor account health and usage trends, reporting on retention risk and performance to leadership
Required qualifications:
- 4+ years of experience in customer success, account management, or a similar client-facing SaaS role
- 2+ years of people management experience, ideally leading customer-facing teams
- A proven track record of improving retention, renewal, or customer health metrics
- Experience with Salesforce, Planhat (or similar CS platforms), and Microsoft Excel
- Confidence building rapport with customer executives and decision-makers
Complete Job Description
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