Manager of High Touch Customer Success

Responsibilities

• Lead and coach a team of Customer Success Managers supporting customers across adoption, optimization, and ongoing success.
• Improve team performance through one-on-one coaching, skill development, and operational rigor.
• Develop scalable customer success approaches and translate effective practices into repeatable processes across a large portfolio.
• Partner with Implementation, Support, Sales, Product, and other cross-functional teams to ensure a seamless customer lifecycle.
• Help evolve systems and workflows that deliver consistent, high-quality customer experiences at scale.

Requirements

• Experience leading and developing Customer Success Managers in a SaaS environment supporting a complex product.
• Experience driving customer adoption, retention, and long-term value realization.
• Experience implementing and improving team processes, systems, and playbooks.
• Strong cross-functional collaboration skills.
• Thoughtful, pragmatic problem-solving and a continuous-improvement mindset.
• Comfort using data and metrics to identify trends and improve team performance and customer outcomes.
• Deep understanding of B2B customer needs and a track record of delivering high-quality customer experiences.
• Understanding of the full customer lifecycle and effective cross-functional handoffs.
• Clear communication, deep listening, structured problem-solving, attention to detail, and strong coaching skills.
• Experience doing this work in a growing SaaS business.

Benefits and Compensation

• Competitive compensation.
• 10-year exercise window for stock options.
• Unlimited paid time off; four weeks per year is recommended.
• Twelve weeks of fully paid family leave in the US.
• $100 per month education budget, with conferences and more expensive items covered with manager approval.
• Extended health benefits for employees and dependents, subject to Employer of Record availability.
• Generous equipment, software, and office furniture budget.