Manager, Customer Success

Responsibilities

Team Leadership & Development

• Hire, onboard, and develop a growing team of SMB Customer Success Managers
• Coach CSMs on proactive outreach, data interpretation, commercial conversations, and efficient execution
• Conduct regular 1:1s, call reviews, and performance conversations
• Build a team culture balancing urgency, ownership, and continuous improvement

Scaled Motion & Operations

• Own and improve playbooks, workflows, and tooling for managing 150 accounts per CSM
• Define and monitor KPIs: CDR, GRR, time-to-value, adoption rates, renewal conversion, expansion pipeline
• Use customer health data and usage analytics for early warning systems
• Partner with RevOps on reporting, tooling, and automation

Customer Outcomes

• Serve as senior point of contact for escalated customer situations
• Drive early, ROI-grounded renewals process to hit retention targets
• Build alignment with Sales on expansion motions and upsell opportunities

Strategy & Voice of Customer

• Translate churn signals, adoption gaps, and friction points into product and process feedback
• Partner with VP of Customer Success on segment strategy, structure, and capacity planning
• Represent SMB customer needs in cross-functional forums

Requirements

• 5+ years of Customer Success experience in B2B SaaS, with at least 2 years managing or leading a CS team
• Experience with high-volume, scaled CS motions and large account portfolios
• Strong data literacy with usage metrics, health scores, and retention analytics
• Proven track record of hitting or exceeding NRR/GRR targets as a team leader
• Experience in sales tech or outbound sales space (strongly preferred)
• Hands-on familiarity with CS tooling (Gainsight, Totango, ChurnZero) and sales tech (Outreach, Salesloft, HubSpot, Salesforce)
• Excellent communication skills across coaching and C-suite interactions
• Builder mentality with experience creating playbooks, processes, or programs
• Comfortable in fast-paced, early-stage environment

Nice-to-Haves

• Experience in sales tech or outbound sales space