Manager, Customer Success

What you'll do

• Lead a pod of 5-7 CSMs through structured 1:1s, performance feedback, and development conversations — with a clear standard for what good looks like at every level
• Own retention and growth outcomes across your pod's book of business; engage directly on escalations, at-risk renewals, and high-value accounts where your involvement matters
• Translate org-level priorities into team-level goals, workloads, and clear expectations your directs can execute against
• Manage the full performance spectrum — accelerate high performers, address underperformance early and directly, and document with the rigor that People Team processes require
• Surface patterns and insights from your pod's book to senior leadership — with proposed solutions, not just observations
• Drive AI adoption on your team, identifying efficiency opportunities and modeling what AI-native CS work looks like in practice

What we're looking for

• 2-3 years of people management experience in a B2B SaaS CS environment, with a track record of developing CSMs — not just managing their workload
• Commercial accountability in previous roles — you've owned or closely partnered on GRR/NRR targets and know how to connect team behavior to those outcomes
• Demonstrated experience leading a team through change — org shifts, model changes, ambiguous environments — while keeping performance and morale intact
• High autonomy — you operate without day-to-day direction, surface risks before they become fires, and bring a point of view to every conversation
• Genuine AI fluency — you can speak to specific ways you've used AI to change how your team operates, not just tools you've explored
• Comfortable getting on the phone — you're coaching-first, but you know when manager involvement on an escalation or renewal is what actually moves things

What we value

• Ownership over activity: accountable for outcomes such as renewals saved, reps developed, or patterns that drive change
• Coaching as a core skill: setting standards, call reviews, development conversations with care and directness
• Commercial literacy: connecting day-to-day CS work to retention and growth metrics (GRR/NRR)
• Comfort in the gray: energized by ambiguity, change, and building new processes
• AI-forward thinking: practitioner who models AI-native CS workflows and drives team adoption