Customer Success Manager Leader

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-business curiosity, proactive engagement, and continuous improvement.
• Conduct performance reviews, skill development plans, and talent calibration.

Customer Success Strategy & Execution

• Translate organizational strategy into team-level operating models, playbooks, and KPIs connecting customer value to business outcomes.
• Ensure consistent execution of customer lifecycle management, including onboarding, adoption, value realization, and renewal.
• Analyze account-level details and executive-level patterns, risks, and recommendations.

Operational Excellence

• Define and implement operating rhythms, including QBRs, account reviews, pipeline health checks, and escalation reviews.
• Monitor adoption, utilization, health scores, churn risk, and renewal metrics.
• Build repeatable playbooks for onboarding, adoption acceleration, risk mitigation, and value realization.

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 action plans grounded in customer business context.

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 relationships with senior customer stakeholders by understanding their business objectives.
• Support executive-level business reviews and strategic account discussions with actionable insights.
• Act as an escalation point for critical customer situations.

Change Leadership & Transformation

• Build structure and model the customer engagement motion as RSA evolves its approach.
• Drive adoption of new processes, tools, and frameworks by coaching the team through real customer situations.
• Foster resilience and adaptability during periods of change.

Requirements

• 7+ years of experience in customer success, account management, or related post-sales roles.
• 2+ 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 executive audience engagement.
• Data-driven mindset with experience using dashboards, KPIs, and reporting.
• Strong program management and operationalization capabilities.
• Experience in cybersecurity, SaaS, or enterprise technology environments.

Must-Have Capabilities

• Strong coaching mindset and curiosity about each customer’s business, beyond product usage.
• Ability to translate strategy into operating rhythms, KPIs, and playbooks.
• Executive communication and Sales partnership maturity.
• Builder-owner profile with change leadership experience and the ability to operationalize new motions.

Compensation & Benefits

• On-target earnings: $129,080–$215,110.
• Eligible full-time, non-Sales US employees may receive annual discretionary bonuses based on prior-year company performance.
• Benefits include flexible paid time off, health, disability, and life insurance, and a 401(k) retirement plan with company matching contributions.