# Customer Success Manager Leader

**Company:** [RSA](https://hotfix.jobs/companies/rsa)
**Location:** Cairo, Egypt
**Role:** Customer Success
**Experience:** 10+ years
**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
**Posted:** 2026-06-11

> 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.

## Job Description

## 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.

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