Manager, Customer Success (Agency)
New
Listing locations: USAFull-TimeManager
Salary130,000 - 160,000 USD per year OTE
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Job Details
- Experience
- 7-10 years
- Required Skills
- Account ManagementCRMData analyticsCustomer SuccessSaaS
Requirements
- 7-10 years of experience in B2B SaaS customer success, account management, or sales roles
- Proven experience managing renewals, expansion, or retention pipelines
- Experience leading or mentoring a team with a focus on coaching and development
- Strong analytical skills and ability to use data to inform decisions
- Experience working with CRM tools and managing pipeline/forecasting
- Strong communication skills and ability to build relationships
- Experience working with agencies or managing agency relationships preferred
- Background in SaaS, MarTech, or similar industries is a plus
- Ability to operate in a fast-paced, distributed environment
- Alignment with company core values: Customer Devotion, Resilience, Transparency, Ownership
- Proactively incorporate AI tools into day-to-day work
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers supporting agency customers
- Drive Gross and Net Revenue Retention through strong renewal execution and expansion strategy
- Build and maintain relationships with key stakeholders across strategic agency accounts
- Guide team in delivering consultative value through product expertise and strategic recommendations
- Forecast monthly and quarterly GRR and NRR with accuracy
- Own and inspect the renewals and expansion pipeline, ensuring visibility into risk and opportunity
- Identify performance gaps across accounts and implement plans to improve outcomes
- Partner cross-functionally with Onboarding, CX, Product, and RevOps
- Translate customer feedback into insights for product and go-to-market strategy
- Hire, develop, and retain top talent
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