Manager of High Touch Customer Success

Responsibilities

• Lead and coach a team of Customer Success Managers (CSMs) focused on adoption, optimization, and ongoing customer success.
• Uplevel team performance through 1:1 coaching, skill development, and operational rigor.
• Drive scalable approaches to customer success by identifying effective practices and building repeatable best practices and systems for a large portfolio (~60 customers per CSM).
• Partner closely with Implementation, Support, Contract Management, Sales, Product, and other cross-functional teams to ensure seamless customer experiences across the full lifecycle.
• Evolve processes to deliver consistent, high-quality experiences at scale.
• Use data and metrics to inform decisions, identify trends, and improve team and customer outcomes.
• Act as an advocate for the team and a strong voice of the customer, shaping internal decisions and product direction.

Requirements

• Experience leading and developing Customer Success Managers in a SaaS environment with a complex product.
• Deep experience driving customer adoption, retention, and long-term value realization; ability to translate product usage into meaningful business outcomes.
• Proven ability to implement and improve team processes with a structured, operational mindset; experience building systems and playbooks for scale.
• Comfortable partnering with cross-functional teams (Implementation, Sales, Product, Support) for seamless lifecycle handoffs.
• Strong problem-solving skills with a pragmatic, thoughtful approach to evolving needs.
• Data-driven decision making.
• Deep understanding of B2B customer needs and a track record of high-quality customer experiences.
• Clear communication; ability to ask precise questions and distill complex concepts.
• Structured problem solver who values process, scale, attention to detail, and coaching team members.
• Experience in a growing SaaS business.

Nice-to-Haves

• Eagerness to roll up sleeves and get into the weeds (e.g., call shadowing).
• Passion for both building and iterating/optimizing systems.
• Comfort with a dynamic, complex, and evolving product.