Manager, Customer Success

5+ years of experience in customer success, account management, or customer-facing roles 2+ years of front-line management experience Proven track record of managing and building customer success teams in SaaS or API companies Experience managing customer portfolios at enterprise scale Strong understanding of both consumption-based and infrastructure-based business models Technical fluency and ability to navigate technical conversations Strong executive presence Strong business acumen Ability to balance strategic thinking with tactical execution Experience building CS processes, playbooks and operational frameworks Demonstrated ability to coach customer success professionals Track record of achieving team targets for adoption, retention and customer satisfaction

Directly manage and develop a team of Customer Success Managers supporting high-touch accounts Coach team members on customer success best practices Drive team accountability on core CS metrics Join strategic customer engagements and escalations Build and refine scalable CS processes Partner closely with Sales to define renewal strategies Collaborate cross-functionally with Product, Engineering, and Marketing Conduct regular 1:1s, performance reviews, and career development planning Own portfolio-level planning and forecasting Serve as an escalation point for at-risk accounts Develop customer advocacy programs