Manager, Customer Success

Responsibilities

• Drive and influence the full renewal and expansion sales cycle.
• Serve as an advisor and role model for exemplary customer service.
• Balance autonomy with effective upward communication.
• Act as a regional or segment owner and escalation point.
• Motivate Customer Success Managers (CSMs) to build trusted customer relationships and achieve consistent revenue growth.
• Collaborate cross-functionally to drive positive customer outcomes and solve complex challenges.
• Attract, retain, and develop talent to create high-performance teams.

Requirements

• 6+ years of experience in Customer Success or Account Management preferred.
• At least 3 years of experience in the SaaS space.
• 3+ years of experience leading a high-performing team of Customer Success Managers.
• Proven success negotiating contract terms and overcoming pricing objections for renewals and upsells.
• Familiarity with B2B technology or subscription-based software.
• Comfort working in a fast-paced, scaling environment.

Benefits and Compensation

• Best-in-class onboarding.
• Sales training in MEDDIC and Command of the Message.
• Inclusive company culture and Community Guild opportunities.
• Intra-departmental mentor and buddy program.
• Continuous professional development, product training, and career pathing.
• New-hire stock equity (RSUs) and employee stock purchase plan (ESPP).
• Healthcare, dental, parental planning, mental health benefits, 401(k) plan and match, paid time off, fitness reimbursements, and discounted employee stock purchase plan.
• Estimated yearly salary: $108,000–$144,000 USD.