Customer Success Manager

Job Summary

A company is looking for a Manager of Customer Success to lead and scale a team of Customer Success Managers for Commercial customers.

Key Responsibilities

• Lead and develop a team of Customer Success Managers to drive customer satisfaction, adoption, retention, and growth
• Design and optimize scalable customer engagement playbooks and evolve digital-led customer success strategies
• Monitor customer success metrics and partner with CSMs on strategic engagement for at-risk customers

Required Qualifications

• 8+ years in customer success or client-facing roles within a SaaS environment, with 3+ years in a management role
• Proven experience leading tech-touch and digital customer success programs
• Demonstrated ability to drive outcomes across large customer portfolios
• Strong data literacy and experience using customer success KPIs
• Ability to lead with empathy and foster a collaborative team culture