Manager, Customer Success

Responsibilities

Lead and Develop High-Performing CSM Teams

• Provide strategic oversight and leadership for a team of Customer Success Managers, aligning work with departmental goals and organizational priorities.
• Coach and develop team members through structured 1-on-1s, growth plans, and professional development initiatives.
• Design performance improvement strategies to enhance team effectiveness in driving customer health, retention, and expansion.
• Foster a culture of proactive engagement, excellence, and outcome-based customer success.
• Optimize team capacity, portfolio planning, workload management, and resource allocation.

Drive Customer Outcomes and Revenue Impact

• Own customer health, retention, and expansion metrics for the team’s portfolio.
• Develop strategic account plans that drive adoption, demonstrate value, and uncover expansion opportunities.
• Implement health scoring frameworks and early-warning systems to mitigate churn risk.
• Lead customer escalations and executive engagements.
• Use data-driven insights to identify trends, predict churn drivers, and develop targeted interventions.
• Collaborate with Sales and Revenue Operations on contract negotiations and expansion plays.

Operational Excellence and Process Development

• Analyze team performance and customer engagement data to identify inefficiencies and improve processes.
• Build and refine customer success playbooks, workflows, and engagement models.
• Identify and deliver training programs in partnership with cross-functional teams.
• Drive adoption of customer success tools such as ChurnZero, HubSpot, and Chargebee.
• Establish success metrics, reporting cadences, and performance dashboards.
• Partner with CS Operations and enablement teams to provide tools and resources.

Cross-Functional Leadership

• Represent the voice of the customer in Product, Marketing, and go-to-market strategy.
• Partner with Product and Engineering to advocate for customer needs and influence roadmap priorities.
• Collaborate with Marketing on customer communications, launches, and customer marketing initiatives.
• Work with Sales and Onboarding on handoffs, account transitions, segmentation, and coverage models.
• Lead initiatives to improve satisfaction, reduce time-to-value, and drive product-led growth.
• Cascade product and organizational updates and ensure team readiness.

Strategic Contribution

• Inform customer success strategy, coverage models, customer journey design, and success frameworks.
• Identify opportunities to use AI, automation, and scaled engagement strategies.
• Participate in experiments and pilot programs related to engagement, health scoring, and retention.
• Mentor team members and create clear growth paths.
• Stay current on customer success practices, industry trends, and emerging methodologies.

Requirements

• 5–7 years of experience in Customer Success, Account Management, or related customer-facing roles in B2B SaaS.
• 2+ years in a leadership role managing and developing Customer Success or Account Management teams.
• Proven success driving customer retention and expansion in a named-account or high-touch customer success model.
• Strong analytical and strategic thinking skills, with experience using data to drive business outcomes.
• Demonstrated success coaching and developing high-performing individuals and teams.
• Experience building and scaling customer success processes in high-growth or evolving environments.
• Deep understanding of customer lifecycle management, health scoring, churn prediction, and proactive engagement.
• Excellent cross-functional collaboration skills with Sales, Product, Marketing, and Operations.
• Advanced knowledge of customer success platforms, CRM systems, and customer data tools.
• Strong understanding of SaaS metrics including retention, churn, expansion, NRR, GRR, and LTV.
• Bachelor’s degree required; advanced degree or relevant certifications are a plus.
• Preferred experience in healthcare technology or regulated industries, including HIPAA and GDPR.

Nice-to-Haves

• Player-coach approach with the ability to balance strategic thinking and hands-on support.
• Empathetic, customer-focused leadership style.
• Comfort with ambiguity, adaptability, and prioritization.
• Excellent written and verbal communication skills.
• Experience in high-growth SaaS or startup environments.

Compensation and Benefits

• Medical, dental, vision, life, and disability insurance.
• 401(k) plan with company match.
• Flexible Time Off, wellbeing days, paid holidays, and summer Fridays.
• Mental health resources.
• Paid parental leave and backup care.
• Tuition reimbursement.
• Employee Resource Groups.