Customer Success Manager Leader
Leads a team of Customer Success Managers, translating strategy into scalable operating models, playbooks, and measurable adoption, retention, and renewal outcomes. Requires extensive post-sales experience, people management, executive communication, and operational expertise in SaaS, cloud, or enterprise technology.
About the job
Responsibilities
Team Leadership & Coaching
- Lead, coach, and develop a team of Customer Success Managers to drive high performance and accountability.
- Establish a coaching culture focused on customer outcomes, proactive engagement, and continuous improvement.
- Conduct regular performance reviews, skill development plans, and talent calibration.
Customer Success Strategy & Execution
- Translate organizational strategy into team-level operating models, playbooks, and KPIs.
- Ensure consistent execution of customer lifecycle management, including onboarding, adoption, value realization, and renewal.
- Drive standardized success motions across segments while adapting to regional or customer-specific needs.
Operational Excellence
- Define and implement operating rhythms, including QBRs, account reviews, pipeline health checks, and escalation reviews.
- Monitor key success metrics such as adoption, utilization, health scores, churn risk, and renewals.
- Build and scale repeatable playbooks for onboarding, adoption acceleration, and risk mitigation.
Customer Outcomes
- Own team-level performance across adoption and utilization, customer health, renewals and retention, and escalation management.
- Proactively identify and manage at-risk accounts with clear action plans.
Cross-Functional Collaboration
- Partner with Sales leadership on account strategy, renewals, and expansion opportunities.
- Work with Product and Engineering to represent customer feedback and influence roadmap priorities.
- Align with Support and Services teams to ensure a seamless customer experience.
Executive Engagement
- Build and maintain relationships with senior customer stakeholders.
- Support executive-level business reviews and strategic account discussions.
- Act as an escalation point for critical customer situations.
Change Leadership & Transformation
- Lead organizational changes, such as transitions from CSE to CSM models or the introduction of new customer success motions.
- Drive adoption of new processes, tools, and frameworks across the team.
- Foster resilience and adaptability during periods of change.
Requirements
- 10+ years of experience in customer success, account management, or related post-sales roles.
- 3–5+ years of people management experience leading customer-facing teams.
- Proven ability to drive measurable outcomes in adoption, renewals, and customer satisfaction.
- Strong leadership presence and ability to influence cross-functional stakeholders.
- Excellent communication skills, including experience engaging executive audiences.
- Data-driven mindset with experience using dashboards, KPIs, and reporting.
- Strong program management and operationalization capabilities.
- Experience in SaaS, cloud, or enterprise technology environments.
Must-Have Capabilities
- Strong coaching mindset and performance management skills.
- Ability to translate strategy into operating rhythms, KPIs, and playbooks.
- Executive communication and Sales partnership maturity.
- Change leadership experience, including transitioning teams or introducing new motions.
Skills
Customer Success Management, Account Management, People Management, Coaching, Performance Management, SaaS, Cloud Computing, Enterprise Technology, Customer Onboarding, Customer Retention, Renewals, Customer Health Scores, KPIs, Program Management, Executive Communication
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