# Customer Success Manager Leader

**Company:** [RSA](https://hotfix.jobs/companies/rsa)
**Location:** Remote
**Role:** Customer Success
**Salary:** $129k – $215k/yr
**Experience:** 7+ years
**Skills:** Customer Success, Account Management, People Management, Program Management, KPIs, Dashboards, SaaS, Cybersecurity, Renewals, customer adoption
**Posted:** 2026-08-06

> Leads a team of Customer Success Managers and operationalizes customer lifecycle practices to improve adoption, retention, renewals, and satisfaction. Requires 7+ years in customer success or related post-sales roles, people-management experience, executive communication, and strong operational skills.

## 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-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.

## Similar roles

- [Sr. Technical Account Manager (Northeast)](https://hotfix.jobs/jobs/92aaac89-db55-45b3-9db3-ffb51c9b1f00) - Wiz - Remote - $129k – $176k/yr
- [Senior Implementation Manager](https://hotfix.jobs/jobs/ba3b0f7f-b250-4011-bf15-8b1044dbce95) - Ascertain - Remote - $130k – $150k/yr
- [Manager, Product Success](https://hotfix.jobs/jobs/8ff03666-8cca-49af-ae69-bf0a5d220ec7) - Zocks - Denver, CO - $130k – $150k/yr
- [Sr. CX Programs & Automation Manager](https://hotfix.jobs/jobs/d5801c4b-2bc5-48af-8c78-4b49c776b137) - Betterment - New York, NY - $130k – $160k/yr
- [Senior Customer Success Manager](https://hotfix.jobs/jobs/34b3e523-2bd3-4c79-ac76-848bc2e2b53a) - Findigs - New York, NY - $130k – $170k/yr

**Apply:** https://hotfix.jobs/jobs/20901ff5-7d1e-4769-9fd4-53402ddc3010
**Canonical:** https://hotfix.jobs/jobs/20901ff5-7d1e-4769-9fd4-53402ddc3010