Manager, Customer Success
New
Remote - USAFull-TimeManager
Salary118,000 - 160,000 USD per year
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Job Details
- Experience
- 5-7+ years
- Required Skills
- Account ManagementCross-functional collaborationStakeholder managementCustomer SuccessSaaS
Requirements
- 5-7+ years of experience in Customer Success, Account Management, or related customer-facing SaaS roles
- 2+ years of experience managing Customer Success Managers or similar teams
- Experience managing Mid-Market SaaS customer portfolios with retention and renewal accountability
- Strong understanding of adoption, utilization, customer health, retention, and renewal readiness metrics
- Proven ability to operate as a player-coach in a fast-paced environment
- Excellent communication, prioritization, and cross-functional stakeholder management skills
- Experience working with offshore or distributed teams preferred
- Experience in legal industry or legal-tech space is a plus
Responsibilities
- Manage, coach, and develop a team of Customer Success Managers.
- Provide regular performance feedback and professional development.
- Oversee offshore or shared resources for operational efficiency.
- Drive product adoption and utilization.
- Ensure execution of onboarding, success planning, QBRs, and renewals.
- Serve as escalation point for customer risks and complex engagements.
- Own aggregate customer health, retention, and renewal metrics.
- Support upsell and cross-sell opportunities with Sales.
- Enforce Customer Success processes and playbooks.
- Partner cross-functionally with Sales, Product, Support, and Professional Services.
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