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 ($100k-$1M+ ACV) Strong understanding of consumption-based and infrastructure-based business models Technical fluency and ability to navigate technical conversations Strong executive presence Strong business acumen with ability to articulate value and calculate ROI Ability to balance strategic thinking with tactical execution Experience building CS processes, playbooks and operational frameworks using data Demonstrated ability to coach customer success professionals and systematically improve team performance 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 (value, engagement, adoption, planning, health scores, retention, satisfaction) Join strategic customer engagements and escalations with C-level stakeholders Build and refine scalable CS processes (success planning, QBR templates, retention playbooks) Partner closely with Sales on renewal strategies, expansion opportunities, and account 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 and complex customer situations Develop customer advocacy programs