Lead Customer Success Manager
New
Based in United StatesFull-TimeLead
SalaryCompetitive compensation package, including potential commissions or bonus programs based on performance. Equity opportunities for eligible employees.
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Job Details
- Experience
- 7–10+ years
- Required Skills
- SalesforceAccount ManagementStakeholder managementCustomer SuccessSaaS
Requirements
- 7–10+ years of experience in Customer Success, Account Management, Consulting, or a related customer-facing role within a SaaS, technology, agency, or consulting environment.
- Proven experience managing enterprise accounts with significant revenue responsibility, complex implementations, and multiple stakeholders.
- Strong understanding of Sales, Marketing, and Revenue Operations processes and workflows.
- Demonstrated success driving customer engagement, renewals, expansion, and measurable business outcomes.
- Experience using CRM platforms such as Salesforce, AI-driven sales tools, and analytics solutions is preferred.
- Strong consultative approach with the ability to align technology solutions with customer business goals.
- Excellent analytical storytelling skills, with the ability to translate data into meaningful insights and executive-level recommendations.
- Ability to manage multiple complex accounts, prioritize effectively, and deliver results in a fast-paced environment.
- Strong communication, relationship-building, and stakeholder management skills.
- Ability to anticipate challenges, proactively solve problems, and adapt strategies when priorities change.
- Willingness to travel approximately 15% for customer meetings, business reviews, and strategic engagements.
Responsibilities
- Develop and execute strategic customer success plans aligned with business objectives, adoption goals, and measurable ROI outcomes.
- Own the complete customer lifecycle, including onboarding, adoption, engagement, renewal planning, and expansion opportunities.
- Manage a large enterprise customer portfolio with complex stakeholders, ensuring high satisfaction and long-term partnership success.
- Identify adoption milestones, monitor customer health indicators, and use data-driven insights to improve engagement and business impact.
- Partner with Sales, Services, Product, Engineering, Marketing, and Operations teams to deliver continuous customer value.
- Build relationships with executive sponsors and develop internal champions to expand product adoption within customer organizations.
- Support renewal and growth strategies by collaborating with sales and revenue teams on account planning.
- Advocate for customer needs by providing feedback and insights that influence product improvements and future roadmap decisions.
- Create customer advocacy materials, including case studies, references, and success stories.
- Proactively identify risks, develop mitigation strategies, and adjust customer success approaches based on evolving business needs.
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