Manager, Customer Success Management
New
Global, remote-first environmentFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 7+ years of experience leading customer facing, SaaS teams (CSM, Onboarding or Account Management; 3+ years experience managing and leading technical, customer-facing teams of 12+ individuals
- Required Skills
- SalesforceTableauHubSpotCRM
Requirements
- Bachelor’s degree or equivalent experience
- 7+ years of experience leading customer facing, SaaS teams (CSM, Onboarding or Account Management)
- 3+ years experience managing and leading technical, customer-facing teams of 12+ individuals
- Dedicated people manager, passionate about mentoring, leading, and contributing to the professional development of your team
- Experience with cross-functional collaboration (Implementation, Account Management, Product, Support, Training)
- Hands-on experience with CRM, CS, and workflow tools (e.g., Freshdesk, Tableau, etc.)
- Strong analytical, process-building, and program management skills (KPI and SOP ownership)
- Demonstrated data driven approach to problem solving
- Track record of coaching, mentoring, and empowering high-performance teams
- Excellent communication, collaboration, presentation and time-management skills
- Proactive and inquisitive; not hesitant to seek clarification
- Experience coaching CSM teams to successfully support customers transitioning from HubSpot or similar platforms (Bonus)
- Familiarity with CRM and marketing automation tools (e.g., HubSpot, Mailchimp, ActiveCampaign, Salesforce) and how they support customer lifecycle management, onboarding, and growth (Bonus)
Responsibilities
- Directly manage, coach, and develop a team of CSMs focused on onboarding, adoption, retention, and client health for our highest-value segments
- Own the customer journey; drive KPIs including onboarding completion, time-to-value, scheduled meeting attendance, product adoption milestones, and health score (% in “green”)
- Ensure CSMs deliver proactive, high-touch onboarding, adoption, and strategic engagement—including scheduling, delivery, documentation, follow-up, and post-call actions
- Drive strategies and programs that maximize customer lifetime value (CLTV) through proactive engagement, ongoing adoption initiatives, and long-term relationship management
- Develop and lead proactive out-reach programs that drive greater adoption of new add-on products and optimization of current customer implementations
- Monitor all customer onboarding and adoption progress in CRM/Freshdesk; identify trends, risks, and at-risk accounts for intervention
- Facilitate seamless cross-functional collaboration with Implementation Advisors, AMs, TAMs, Product/Enablement/Training, and the Support team
- Serve as escalation point for at-risk or blocked customers during onboarding/adoption phases, driving faster resolution and customer rescue strategies
- Build, optimize, and report on CSM SOPs, onboarding playbooks, and adoption processes; participate in building KPI dashboards
- Maintain regular team stand-ups, coaching sessions, and continuous enablement, developing both process excellence and team culture
- Ensure feedback from onboarding/adoption engagements is captured for continuous product, process, and customer experience improvement
- Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customers
- Overseeing engagement and communication with enterprise accounts
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