Manager, Customer Success

Posted 4 days agoViewed

💎 Seniority level: Manager, 5+ years

📍 Location: United States

💸 Salary: 115250.0 - 160000.0 USD per year

🏢 Company: Upwork👥 501-1000💰 about 8 years ago🫂 Last layoff almost 2 years agoMarketplace Freelance Copywriting Peer to Peer

🗣️ Languages: English

⏳ Experience: 5+ years

🪄 Skills: LeadershipData AnalysisCustomer serviceMentoringNegotiationWritten communicationCoachingExcellent communication skillsProblem-solving skillsAccount ManagementVerbal communicationReportingActive listeningCross-functional collaborationRelationship managementSales experienceTeam managementStakeholder managementStrategic thinkingProcess improvementCRMCustomer supportCustomer SuccessSaaS

Requirements:

5+ years of experience in Customer Success, Account Management, or Sales, with at least 2+ years managing a team.
Proven success working with Enterprise clients, with a strong track record of driving adoption, retention, and expansion.
Strong leadership and coaching abilities, with experience developing high-performing teams that operate as trusted advisors to customers.
Expertise in customer engagement strategies, consultative selling, and workforce solutions, with a deep understanding of contingent workforce trends.
Ability to analyze and leverage customer data, using insights to drive decision-making and optimize customer programs.
Cross-functional collaboration skills, with experience working across Sales, Product, and Marketing teams to drive impact.
Exceptional communication and executive presence, with the ability to influence senior stakeholders and decision-makers.

Responsibilities:

Contributes to the strategy and execution plans for a team of Enterprise CSMs, driving performance with minimal oversight while aligning to broader Customer Success objectives.
Establishes a standard of excellence within the team, continuously optimizing best practices and driving operational efficiencies that enhance customer outcomes.
Lead, mentor, and develop a team of Enterprise CSMs, ensuring they operate as strategic consultants for customers while continuously developing their skills.
Accurately forecast anticipated revenue, identify future revenue opportunities, serve as an expert in quality QBRs and creation of Success Plans.
Engage directly with Enterprise accounts to support high-value opportunities, strategic initiatives, and executive-level stakeholder management.
Monitor customer health metrics, proactively identifying risks and opportunities to drive retention, expansion, and customer advocacy.
Implement and refine processes that drive efficiency, enhance customer experience, and streamline CSM workflows.
Takes ownership of team performance, proactively identifying gaps in customer engagement strategies and implementing corrective actions to drive retention and growth.
Leverage data-driven insights to assess team performance, refine customer engagement strategies, and drive measurable business impact.
Establish and track clear performance metrics, ensuring CSMs are not only meeting business goals but also demonstrating proactive leadership and customer influence.
Leverages internal insights and best practices from Upwork’s own usage of the platform to guide customers in developing high-impact contingent workforce programs.

Apply

Related Jobs

Apply

🔥 Relationship Manager, Customer Success

Posted 4 days ago

📍 United States of America

🔍 ATM portfolio management services

🏢 Company: paiexternalcareers

🔧 Requirements

High School Diploma required
College Degree preferred
Experience in the ATM industry preferred
Call Center or Account Management a plus
Proficiency in Microsoft Office Suite; Outlook, Word, and Excel
Proficiency in Sales Force and phone systems
Working knowledge of PAI Reports preferred
Must be capable of learning new software and applications

💡 Responsibilities

Provide over-all support to include; educating and training partners on PAI Reports (Wizards & Reports), reconciling accounts, researching issues, updating workflows and call tickets, and assisting with paperwork and tasks as assigned
Take incoming queue/direct calls and emails from merchants and internal departments
Understand, resolve, and escalate the problems and challenges of SRP/CRB and identify ways to address those needs
Build positive and long-term relationships for business growth; understand their business objectives by providing exemplary support and resolution
Work closely with Sales to maximize sales opportunities, and help partners increase operational efficiencies
Able to make inbound and outbound calls to identify key indicators to prevent possible attrition and to assess high-risk and/or breach of contract or service issues.
Track and monitor account activity in an effort to identify merchants that have stopped processing; properly close all related accounts by month end.
Maintain up-to-date knowledge of the ATM industry, as well as PAI’s products and services provided
Communicate industry changes and company developments to the customer, as well as within the organization
Act as a liaison between the customer and all PAI internal departments
Identify trends in issues that may affect customer satisfaction levels and communicate to management
Follow-up on outstanding issues
Some travel may be required for conferences, build relationships and educate new customers on PAI Reports

SalesforceCommunication SkillsAnalytical SkillsProblem SolvingCustomer serviceMicrosoft OfficeNegotiationAttention to detailTime ManagementWritten communicationMicrosoft Office SuiteInterpersonal skillsExcellent communication skillsAdaptabilityRelationship buildingProblem-solving skillsAccount ManagementVerbal communicationReportingTrainingTroubleshootingActive listeningData entryRelationship managementCustomer supportCustomer Success

Posted 4 days ago

Apply

🔥 Relationship Manager, Customer Success

Posted 4 days ago

📍 United States of America

🏢 Company: brinkscareersus

🔧 Requirements

High School Diploma required
College Degree preferred
Experience in the ATM industry preferred
Call Center or Account Management a plus
Some travel may be necessary
Proficiency in Microsoft Office Suite; Outlook, Word, and Excel
Proficiency in Sales Force and phone systems
Working knowledge of PAI Reports preferred
Must be capable of learning new software and applications

💡 Responsibilities

Provide over-all support to include; educating and training partners on PAI Reports (Wizards & Reports), reconciling accounts, researching issues, updating workflows and call tickets, and assisting with paperwork and tasks as assigned
Take incoming queue/direct calls and emails from merchants and internal departments
Understand, resolve, and escalate the problems and challenges of SRP/CRB and identify ways to address those needs
Build positive and long-term relationships for business growth; understand their business objectives by providing exemplary support and resolution
Work closely with Sales to maximize sales opportunities, and help partners increase operational efficiencies
Able to make inbound and outbound calls to identify key indicators to prevent possible attrition and to assess high-risk and/or breach of contract or service issues.
Track and monitor account activity in an effort to identify merchants that have stopped processing; properly close all related accounts by month end.
Maintain up-to-date knowledge of the ATM industry, as well as PAI’s products and services provided
Communicate industry changes and company developments to the customer, as well as within the organization
Act as a liaison between the customer and all PAI internal departments
Identify trends in issues that may affect customer satisfaction levels and communicate to management
Follow-up on outstanding issues
Some travel may be required for conferences, build relationships and educate new customers on PAI Reports

SalesforceCommunication SkillsMicrosoft ExcelCustomer serviceAttention to detailOrganizational skillsWritten communicationMicrosoft Office SuiteExcellent communication skillsRelationship buildingProblem-solving skillsAccount ManagementVerbal communicationTrainingActive listeningRelationship managementSales experienceComputer skillsCRMCustomer Success

Posted 4 days ago

Apply

🔥 Manager, Customer Success

Posted 10 days ago

📍 United States

🧭 Full-Time

🔍 SaaS

🏢 Company: WellSaid

🔧 Requirements

4+ years of experience in Customer Success, with at least 1+ year in a leadership or team management role at a SaaS company
Proven ability to coach, mentor, and develop customer success professionals
Experience working in fast-paced or startup environments, with a strong ability to drive structure and scalability
Strong data-driven decision-making skills, with experience analyzing customer success metrics
Proficiency with SaaS applications, customer success platforms, and CRM tools
Excellent communication, stakeholder management, and problem-solving skills
Ability to create and refine structured processes in ambiguous or evolving environments
Passion for technology and a strong customer-first mindset
Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Services) to align on customer needs

💡 Responsibilities

Lead, mentor, and develop a team of CSMs, fostering a high-performance culture and continuous professional growth
Define and implement scalable customer success strategies and best practices to drive retention, adoption, and expansion
Monitor key customer health metrics, proactively identifying and mitigating churn risks while identifying growth opportunities
Manage Net Revenue Retention (NRR) and report key NRR metrics to the VP of Customer Experience
Take ownership of customer escalations, ensuring timely resolution and customer satisfaction
Implement and oversee call coaching to improve CSM effectiveness and customer interactions
Drive cross-functional collaboration with Sales, Product, and Marketing teams to ensure customer feedback informs product enhancements and go-to-market strategies
Establish and refine processes for onboarding, engagement, and renewal strategies
Ensure a data-driven approach by tracking team performance and customer success metrics to measure effectiveness and optimize processes
Be a champion for the customer by advocating for their needs internally and ensuring they receive exceptional support and service
Support strategic accounts directly, providing executive-level guidance and intervention when needed
Enhance team capabilities through training, enablement, and process improvements that align with company goals

LeadershipData AnalysisPeople ManagementCross-functional Team LeadershipStrategic ManagementCommunication SkillsAnalytical SkillsCustomer serviceMentoringCoachingProblem-solving skillsAccount ManagementTrainingSales experienceTeam managementStakeholder managementCRMCustomer supportCustomer SuccessSaaS

Posted 10 days ago

Apply

🔥 Manager, Customer Success

Posted 29 days ago

📍 United States

🧭 Full-Time

💸 100000.0 - 110000.0 USD per year

🔍 Software Development

🏢 Company: Shopmonkey👥 101-250💰 $75,000,000 Series C over 3 years agoAutomotive SaaS Information Technology Cloud Management Software

🔧 Requirements

Experience managing SMB customer segments in a high-touch or tech-touch model.
Strong understanding of round-robin account distribution and workload balancing.
Proven ability to build, mentor, and scale high-performing teams.
Excellent communication and relationship-building skills.
Analytical mindset with experience using data to drive strategy and decision-making.
Ability to thrive in a fast-paced, growth-oriented environment.

💡 Responsibilities

Lead and mentor a team of SMB Customer Success Managers (CSMs) operating under a round-robin account assignment structure, aka the Pooled Team.
Develop and refine processes to ensure fair and efficient account distribution, maximizing customer engagement and success.
Drive key customer success engagement metrics, including retention, expansion, and customer satisfaction.
Implement scalable strategies to support a large number of SMB customers with varying needs.
Collaborate with Sales leaders, Product Managers, and Support leaders to ensure a seamless customer journey and provide a positive customer experience.
Leverage data and analytics to track team performance, customer health, and engagement strategies.
Develop training programs and career growth plans for the Customer Success team.
Advocate for customer needs internally, influencing product roadmap and service improvements.
Prepare a 30, 60, 90-day plan outlining key milestones, strategies, and goals for onboarding and team development.

LeadershipData AnalysisPeople ManagementProduct ManagementCross-functional Team LeadershipCommunication SkillsAnalytical SkillsCustomer serviceMentoringAccount ManagementTrainingRelationship managementTeam managementStrategic thinkingProcess improvementCRMData analyticsCustomer supportCustomer SuccessSaaS

Posted 29 days ago

Apply

🔥 Senior Manager, Customer Success Management

Posted about 1 month ago

📍 United States

🧭 Standard

🔍 B2B SaaS

🏢 Company: Canto👥 251-500💰 Private about 4 years agoCloud Data Services Document Management Asset Management File Sharing Enterprise Software Software

🔧 Requirements

7+ years of experience in customer success, account management, or related roles in a B2B SaaS environment.
3+ years managing a team, preferably in customer success or a similar post-sales function.
Track Record of Driving Product Adoption
Demonstrated success in leading initiatives to improve customer adoption, retention, and overall satisfaction.
Deep commitment to understanding customer needs and delivering value-driven outcomes.
Proven ability to inspire, mentor, and manage a team, fostering a high-performance and collaborative culture.
Ability to develop and implement scalable strategies to enhance customer product adoption and satisfaction.
Excellent verbal and written communication skills, with the ability to present compelling insights and strategies to internal and external stakeholders.
Ability to quickly learn and understand SaaS product features and workflows and effectively guide the team and customers in their use.

💡 Responsibilities

Lead and Develop the Customer Success Team - Recruit, mentor, and manage a high-performing team of Customer Success Managers (CSMs) focused on driving product adoption and delivering value to customers by helping them accomplish their business objectives.
Drive Product Adoption and Customer Value - Develop and execute strategies to ensure customers maximize the value of the product post-onboarding, achieving critical adoption milestones.
Establish and Monitor Success Metrics - Define KPIs and success metrics such as adoption rates, time-to-value (TTV), and Net Promoter Score (NPS), and regularly analyze and report progress.
Build Scalable Customer Success Processes - Implement scalable frameworks, playbooks, health scores, and best practices for the CSM team to efficiently support a growing customer base.
Collaborate Cross-Functionally - Partner closely with Account Management, Implementation, Customer Support, Product, Rev Ops & Customer Marketing teams to ensure a seamless customer journey and address any product-related challenges.
Drive Rules of Engagement – Partner very closely with the Account Management team to ensure CSMs and Account Managers drive an optimal customer experience and work collaboratively to ensure customer business objectives are achieved which will help drive Canto’s recurring retention and expansion goals.
Champion Customer Advocacy - Act as the voice of the customer within the organization, providing actionable feedback to Product and Marketing teams to improve the customer experience and product functionality.
Segment and Prioritize Customer Engagements - Implement & manage a segmentation strategy to tailor engagement strategies by customer size, industry, or use case, ensuring high-impact adoption initiatives for each segment.
Manage Escalations and Drive Resolution - Oversee customer escalations related to adoption challenges, collaborating with relevant teams to ensure timely and satisfactory resolutions.
Develop and Deliver Customer Training Programs - Work with the team to create and deliver targeted resources, webinars, and training materials to enable customers to fully leverage the product.
Foster a Proactive and Value-Driven Culture - Instill a proactive approach in the team, ensuring they consistently identify opportunities to deliver additional value to customers and align efforts with the customers’ business goals.

LeadershipProject ManagementCross-functional Team LeadershipStrategic ManagementAccount ManagementData visualizationTeam managementCRMCustomer SuccessSaaS

Posted about 1 month ago

Apply

🔥 Senior Program Manager, Customer Success Operations

Posted about 2 months ago

📍 United States

🔍 Early Education

🔧 Requirements

Proven track record of transforming functions into well-oiled machines.
Excel in designing and implementing streamlined processes from the ground up and are adept at developing effective workflows, processes, and Salesforce (SFDC) automations.
Thrive in dynamic settings, capable of both big-picture thinking and detailed execution, with razor-sharp prioritization skills to ensure we are focused on the highest-impact opportunities at all times.
Outstanding communicator, able to influence stakeholders at all levels and drive results through collaboration and innovation.

💡 Responsibilities

Manage a team of 2-3 Program Managers, providing mentorship and guidance while ensuring the team delivers impactful outcomes.
Drive critical business functions by analyzing root causes, developing aligned solutions, and executing a prioritized roadmap of initiatives.
Balance individual contributions with overseeing the work of others.

Project ManagementData AnalysisSalesforceCross-functional Team LeadershipCoachingTeam managementProcess improvementCustomer Success

Posted about 2 months ago

Apply

🔥 Program Manager, Customer Success Operations

Posted about 2 months ago

📍 USA

🔍 Early Education Technology

🔧 Requirements

Proven track record of transforming functions into well-oiled machines.
Excel in designing and implementing streamlined processes.
Adept at designing effective workflows, processes, and Salesforce (SFDC) automations.
Outstanding communication skills capable of influencing stakeholders at all levels.
Passionate about improving operational efficiency and early childhood education.

💡 Responsibilities

Support a critical function or area in the business by driving results through analysis of root causes.
Develop aligned solutions and execute a prioritized roadmap of initiatives.
Own initiatives as an individual contributor while also project managing others.
Transform functions into efficient operations and design streamlined processes from the ground up.

Project ManagementData AnalysisSalesforceProcess improvementCustomer Success

Posted about 2 months ago

Apply

🔥 Manager, Customer Success (Commercial)

Posted about 2 months ago

📍 Canada, USA

🧭 Full-Time

💸 116000.0 - 165000.0 USD per year

🔍 Security and privacy software

🔧 Requirements

Proven background with 3+ years in the security or SaaS industry.
At least 2+ years of demonstrated success in building and leading high-performing teams.
Experience working with Mid-Market B2B customers.
Exceptional prioritization skills and adept at managing internal projects.
Customer-centric approach with strong communication skills.
Collaborative and skilled at partnering with internal teams.
Strong communication and interpersonal skills.
Fast learner with a solution-focused mindset.
Experienced with Salesforce, Gainsight, and Customer Success tools.

💡 Responsibilities

Continuously track, analyze, and report on team performance.
Lead collaborative team meetings to foster alignment and knowledge-sharing.
Provide coaching and guidance through regular 1:1s.
Manage daily operations including goal setting and task allocation.
Execute on team and department priorities aligned with business objectives.
Develop, retain, and motivate a high-performing team.
Identify and implement process enhancements for customer experience.

LeadershipProject ManagementSalesforceCoachingProcess improvementCustomer Success

Posted about 2 months ago

Apply

🔥 Senior Manager, Customer Success

Posted 2 months ago

📍 United States

🧭 Full-Time

💸 140000.0 - 160000.0 USD per year

🔍 Education Technology

🔧 Requirements

5+ years experience in Customer Success
4+ years leading a Customer Success team
Knowledge of the education technology market

💡 Responsibilities

Lead and mentor a team of Customer Success Managers
Manage team performance and KPIs
Develop customer implementation strategies

LeadershipData AnalysisStrategic ManagementMentoringCross-functional collaborationTeam managementStakeholder managementProcess improvementCustomer Success

Posted 2 months ago

Apply