Manager, Customer Success - Upmarket

Responsibilities

Lead and Develop the Team

• Lead, coach, and develop approximately 7–8 Customer Success Managers supporting upmarket customers.
• Build a culture of accountability, customer-centricity, collaboration, and continuous improvement.
• Conduct coaching sessions, performance reviews, talent assessments, and career development conversations.
• Establish operating rhythms and expectations that drive consistent execution and customer outcomes.
• Recruit, onboard, and develop Customer Success talent; support succession planning.

Drive Customer Success Outcomes

• Oversee customers with annual contract values of $100,000–$500,000 and a combined portfolio of approximately $15M–$20M in ARR.
• Drive gross revenue retention, customer adoption, satisfaction, and value realization.
• Coach managers on account strategy, executive engagement, success planning, renewal strategy, risk mitigation, and value delivery.
• Ensure proactive identification of customer risks and execution of retention strategies.
• Partner with Sales leadership on customer health, growth opportunities, and strategic account planning.

Drive Operational Excellence

• Own portfolio forecasting, renewal inspections, customer health reviews, and risk management.
• Ensure consistent execution of success plans, Executive Business Reviews, account reviews, and engagement standards.
• Use data and analytics to identify trends and improve performance.
• Drive adoption of Customer Success processes, tools, and best practices.
• Improve efficiency, scalability, forecast accuracy, and customer outcomes.

Cross-Functional Partnership

• Collaborate with Sales, Product, Professional Services, Support, Marketing, and Revenue Operations.
• Represent customer needs across the organization.
• Support initiatives focused on retention, product adoption, operational scale, and customer value realization.
• Help shape Customer Success programs, processes, and operating models.

Requirements

• 5+ years of people leadership experience leading customer-facing teams in a SaaS organization.
• 8+ years of experience in Customer Success, Account Management, Professional Services, Consulting, or another customer-facing role.
• Proven record of building, developing, and retaining high-performing teams.
• Experience leading teams responsible for customer retention, adoption, and outcomes.
• Strong understanding of SaaS business models and metrics including GRR, churn, forecasting, customer health, and product adoption.
• Experience coaching teams on executive engagement, account strategy, value realization, and risk management.
• Excellent communication, coaching, and leadership skills.
• Ability to drive operational rigor and accountability through data-driven management.
• Strong analytical and problem-solving skills.
• Comfort using AI-powered tools and workflows to improve productivity, customer insights, coaching, and operational scale.
• Ability to work in a fast-paced, high-growth environment.
• Ability to travel up to 25%.

Preferred Qualifications

• Experience leading Customer Success teams supporting enterprise or upmarket SaaS customers.
• Experience managing portfolios between $15M and $20M in ARR.
• Experience in MarTech, AdTech, SalesTech, Revenue Technology, or related B2B SaaS industries.
• Familiarity with Salesforce, Gainsight, Clari, Gong, and other Customer Success technologies.
• Experience scaling Customer Success organizations, teams, and operating models.

Compensation and Benefits

• Base salary range: $113,400–$150,100.
• Benefits include health coverage, paid parental leave, paid time off, paid holidays, quarterly self-care days, stock options, life and disability insurance, a 401(k) employer match, wellness programs, and learning and development resources.