# Manager, Customer Success

**Company:** [SimplePractice](https://hotfix.jobs/companies/simplepractice)
**Location:** Unspecified
**Role:** Customer Success
**Salary:** $76k – $95k/yr
**Experience:** 5+ years
**Skills:** Customer Success, Account Management, B2B SaaS, Churnzero, HubSpot, Chargebee, Gainsight, Totango, CRM, Health Scoring, Churn Prediction, Customer Lifecycle Management, Nrr, Grr, Ltv
**Posted:** 2026-08-25

> Leads and develops a Customer Success Manager team while driving customer health, retention, expansion, and operational excellence for B2B SaaS customers. Requires 5+ years in customer-facing SaaS roles, leadership experience, strong analytics, and expertise with customer success platforms and lifecycle strategies.

## Job Description

## 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.

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