Manager, Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Success based in United States.

This role leads a team of Customer Success Managers responsible for driving adoption, customer value, retention, and expansion across an enterprise customer portfolio. You will establish the operating rhythm for the team while ensuring consistent execution of account health, renewal, success planning, and expansion activities. The position combines people leadership with ownership of team-level customer and revenue outcomes. You will coach CSMs on executive engagement, value realization, strategic account planning, and identifying growth opportunities. Working closely with Sales, Product, Marketing, Professional Services, and Support, you will represent the customer voice and help resolve complex challenges. This is an opportunity to build a high-performing customer success organization while strengthening long-term customer relationships and business results.

Accountabilities:

• Lead, coach, and develop a team of Customer Success Managers with varying levels of experience.
• Own the full people management lifecycle, including hiring, onboarding, performance reviews, development planning, coaching, and performance management.
• Establish a consistent team operating rhythm covering account health reviews, forecast calls, account planning, strategy sessions, and customer success activities.
• Set clear expectations for CSM activity, execution quality, and customer outcomes while holding the team accountable to established standards.
• Build team capabilities through structured coaching on executive engagement, business reviews, value realization, success storytelling, and expansion identification.
• Manage team capacity and workload distribution to maintain effective account coverage.
• Own team-level targets for revenue retention, renewals, and CSQL-generated expansion pipeline.
• Ensure CSMs consistently document customer outcomes, value realization, success stories, and measurable business results.
• Drive proactive renewal execution, ensuring risks are identified early and appropriate interventions are put in place.
• Oversee the generation and qualification of expansion opportunities, ensuring opportunities progress through established approval and staging processes.
• Monitor customer health scores, adoption metrics, and portfolio-level risk indicators, taking action when trends indicate potential churn or contraction.
• Ensure consistent execution of customer check-ins, success plans, and periodic business reviews across the team's portfolio.
• Serve as an escalation point for at-risk accounts, engaging directly with customer executives when necessary to resolve issues and protect customer relationships.
• Participate in strategic customer meetings, executive business reviews, and renewal discussions to reinforce customer value and engagement.
• Coach CSMs on developing multi-threaded relationships with economic buyers, operational sponsors, and other key customer stakeholders.
• Ensure customer concerns are identified, documented, escalated, and resolved in a timely manner.
• Represent the customer voice in cross-functional forums with Sales, Product, Marketing, Professional Services, and Support.
• Partner with Sales leadership on account strategy, customer handoffs, renewal planning, and expansion opportunities.
• Provide structured product feedback based on aggregated customer insights, adoption data, and recurring customer needs.
• Coordinate with Professional Services and Support to align delivery expectations with customer objectives.
• Own and continuously improve team playbooks, engagement models, success planning frameworks, and escalation processes.
• Use customer success platforms, dashboards, and CRM tools to monitor customer health, adoption, team performance, renewals, and expansion activity.
• Identify operational gaps and improve workflows, templates, reporting, and processes to increase team efficiency and consistency.
• Deliver accurate renewal and expansion forecasts to leadership on a regular cadence.

Requirements:

• Bachelor's degree or equivalent professional experience.
• 4+ years of experience managing people within customer-facing teams and 6+ years of overall experience in Customer Success, Account Management, or a related function.
• Demonstrated experience managing a team responsible for a customer book of business with renewal and expansion targets.
• Working knowledge of Customer Success platforms such as Totango or Gainsight and CRM systems such as Salesforce.
• Strong ability to use data, dashboards, customer health scores, and portfolio metrics to identify trends and drive team actions.
• Excellent interpersonal, communication, coaching, and relationship-building skills, including the ability to engage effectively with customer executives.
• Experience working successfully in cross-functional and matrixed environments.
• Strong organizational and prioritization skills, with the ability to balance multiple accounts, team members, priorities, and business demands.
• Experience coaching and developing Customer Success professionals and building high-performing teams.
• Track record of improving customer retention or expansion performance across a managed portfolio.
• Experience with customer segmentation models and tiered engagement strategies is a plus.
• Experience managing structured expansion pipeline programs, such as CSQL or similar qualification-based models, is preferred.
• Experience in workforce management, customer experience, or enterprise SaaS environments is preferred.
• Willingness and ability to travel up to 20% of the time.
• Ability to successfully complete applicable background screening processes, which may include employment verification, criminal searches, OFAC screening, Social Security verification, credit checks, and drug screening where applicable and permitted by federal and local regulations.

Benefits:

• Full-time opportunity based in the United States.
• Leadership role with direct responsibility for developing and coaching a Customer Success team.
• Opportunity to influence customer retention, expansion, and long-term business outcomes.
• Cross-functional exposure across Sales, Product, Marketing, Professional Services, and Support.
• Opportunity to work with enterprise customer portfolios and strategic stakeholders.
• Travel of up to 20% as required by the role.