Manager of Customer Success

What You'll Do

• Lead & Coach: Manage and mentor a team of high-performing CSMs, focusing on call coaching, onboarding execution, fleet activation, and account health.
• Own Accounts: Carry a book of business to stay close to the customer experience and model best-in-class onboarding, retention, and expansion skills.
• Drive Activation: Ensure your team drives velocity and depth of onboarding.
• Create Value: Help CSMs demonstrate customer value across the lifecycle—from onboarding through maturity—with account-specific plans tied to clear use cases.
• Maximize Expansion: Support CSMs in creating CSQOs and building a proactive expansion pipeline.
• Upskill the Team: Develop a repeatable 1:1 coaching and enablement framework to improve onboarding, account health, and teammate performance.
• Build Systems Excellence: Champion operational rigor and data fluency across Salesforce, Sigma, Outreach, and our AI toolkit to guide prioritization and performance.

What We're Looking For

• 5+ years in Customer Success or Account Management, with 2+ years managing CSMs or frontline customer-facing teams
• A proven player-coach: you lead by example while enabling others to succeed
• Track record of high-touch onboarding and expansion motions in SMB and mid-market
• Expertise in creating structure from ambiguity—using data, systems, and coaching to drive repeatable outcomes
• Strong communicator with a bias for clarity, urgency, and action
• Deep empathy for customers—and for the CSMs who serve them
• Bonus: familiarity with fintech, SaaS, or operations-heavy customer segments

Compensation

On Target Earnings: $120,000 - $140,000 Equity grant: commensurate with level determined at the discretion of the company, with meaningful potential upside given the company’s early stage Benefits:

• Medical, dental and vision insurance
• Unlimited paid time off (vacation, personal well being, paid holidays)
• Paid parental leave
• $400 accessories allowance for home office setup to be spent on a keyboard, mouse, headphones, etc.
• Free lunch every Friday