Manager of Customer Success

Job Summary

Leading a team of Customer Success Managers, the full-time Manager of High Touch Customer Success will enhance the customer experience by coaching staff, developing scalable practices, and collaborating with cross-functional teams in a remote environment.

Key responsibilities

• Lead and coach a team of CSMs to drive customer adoption, optimization, and ongoing success
• Develop and implement scalable approaches to customer success, translating effective strategies into repeatable best practices
• Collaborate with Implementation, Support, and other teams to ensure a seamless customer experience throughout the lifecycle

Required qualifications

• Experience leading Customer Success Managers in a SaaS environment
• Proven track record in driving customer adoption, retention, and long-term value realization
• Strong operational mindset with experience in building systems and processes
• Ability to collaborate effectively with cross-functional teams
• Data-driven approach to inform decisions and improve customer outcomes